Volunteer FAQs

Our main way of keeping in touch is via WhatsApp. Sub groups have been set up for each of the smaller communities within the S17 postcode that we are covering. Through WhatsApp you can ask for help with supporting a request for shopping or other errands. You can also safely raise any issues or concerns and contact the admin team

When reaching out in this community DO NOT share any personal details of people you are supporting. Instead reach out with the road and what is required e.g. shopping, prescription pick up, and when. The rest of the details are to be shared PRIVATELY and only where necessary to the volunteer(s) responding to your ask.

Please also complete the Volunteer form so we can get you set up, if you haven't already volunteered.

Note: Specific details of how to navigate WhatsApp have not been provided as it varies from device to device

I'm a new volunteer, how does it work?

Thank you for volunteering and welcome to this group!

The information that you supplied when you completed the volunteer form has allowed us to set you up in the right WhatsApp group(s) and add you to the volunteer map so you are now connected in the right places.

Through the leaflets that were distributed a couple of weeks ago, each household should have a named contact (name and number) and the S17 Covid-19 Support telephone number. These 2 routes are the main way in which people get in touch with us. The third option is via the Facebook Group.

Once a request is received, it needs to be fulfilled without adding significantly to the personal risk of the volunteer. This is where the WhatsApp groups come in. If the request is to be fulfilled by someone other than the initial contact point, then the details (street name, type of request & when ONLY), will be posted on the appropriate WhatsApp group. It is at that point that the group of volunteers can leap in to offer their support. In this way the request is fulfilled and no one person is overburdened. It also means that the fulfilment of a request is more likely to dovetail with essential errands that volunteers are also undertaking for themselves and their household.

You may feel that you have made the commitment to help but that now you are part of the group, not many requests are coming in. On that a couple of things. Please be aware that we have to build up trust with those we are supporting and that may take time. We need to respect those in our community who may need help in the future but who are not yet ready to reach out. In many cases right now it’s about knowing that there are people out there ready to help should the need arise. Secondly, the ability to support changing situations will become increasingly important over the next few weeks as we brace for what may be to come. It is likely that requests for our help increase just as the number of volunteers needing to self isolate also increases. This is why building up the volunteer community now is so important.

Daily shopping/errands, is this ok?

If you are asked to do daily shopping or errands, please help the people understand that this is not something that you can support as this group is set up to help with essentials only and each volunteer needs to ensure that they are not increasing their own risk of contracting the virus or spreading it to the people who they are trying to help.

Ideally you will ask the people you are supporting to provide you with a list of items needed or details of an errand on a day that coincides with the shopping or errands that you already need to do for your family. You should avoid making additional trips wherever possible.

While some errands could be performed as part of your daily exercise outing this needs to be managed carefully so as not to set expectations that put you or anyone else at more risk than absolutely necessary.

I have been asked to do shopping or run an errand and I can no longer do this, what do I do?

Use your WhatsApp group to see if there are any other volunteers out there who can help. If you do not get a reply quickly enough or need assistance from the admin support team, please go to the Group Info section in the App. In this section you will find 'COVID Support Group number' (you will not see a mobile number just this phrase) as a participant, you can then contact the admins directly.

Note: Specific details of how to navigate WhatsApp have not been provided as it varies from device to device

What do I do if I or a household member show(s) COVID-19 symptoms?

Your top priority is to follow current NHS and government guidelines to keep yourself and others safe.

Then, let the community know through WhatsApp so that others can pick up any errands you were dealing with.

As you will have been following all guidelines for social interaction, handling payment and handling goods, you will have minimised you risk to the community, so please try not to worry.

Focus on your or you household member's safety and wellbeing and only after the isolation period, when fully recovered, decide whether you wish to continue volunteering or not

If you wish to withdraw from the volunteer community at this time, then please complete this form

What do I do if I'm worried about someone or they need more help than I can give?

You need to be aware of the bodies that are allowing referrals. The bodies that can help will in the main be able to support under different circumstances and have differing processes or procedures for requesting assistance.

Sheffield City Council - 0114 273 4567 or Support For People

Urgent mental health - Every Mind Matters

What do I do if the person I'm helping or worried about isn't accepting that they require more assitance?

This does happen often within the community and especially within families, in fact many of you may recognise this from situations with your own family members. It does feel different when it is not a family member though and more and more of these situations are coming to the attention of neighbours and volunteers.

In the main though help has to be accepted/requested and agencies will often not be able to help until some form of permission has been given. If a person is in immediate danger please contact the Emergency Services.

If not in immediate danger, please use the Sheffield City Council Services - Support For People which has quite a lot of information on different options that are available.

Other links are available on the Help page

What do I do if I am subjected to abuse?

Abuse will not be tolerated!

Contact the admin support team immediately and they will support you and advise of next steps.

We don't have any formal procedures for this and we hope we don't need them so please bear with us and we'll work it out together

I've been asked to run a non-essential errand what do I do?

Your priority is always to stay within the guidelines set out by the government and NHS. You should not be doing anything that does not fall within these guidelines

How do I make a delivery to a person's home? (Person with no symptoms)

All deliveries must be DOORSTEP ONLY

DO NOT GO INTO A PERSON'S HOME! MAINTAIN THE 2m MINIMUM DISTANCE AT ALL TIMES

The priority is to limit transmission to them and from them to you!

1) Prewarn the person that you will be making the doorstep delivery where possible with an expected time of arrival

2) Ensure that the items are suitably packaged/disinfected before placing on the doorstep

3) Notify the person that you are there

It's probably best to do this by phone or text so you can avoid using their doorbell. If you use their doorbell, disinfect your hands before (so you don't transmit anything) and after (so it doesn't transmit anything to you)

4) Step away from the door to a minimum of 2m and wait for the items to be collected

It's advised that the person disinfect the items before bringing them into their home but that is their responsibility

How do I make a delivery to a person's home? (Person with symptoms)

All deliveries must be DOORSTEP ONLY

DO NOT GO INTO A PERSON'S HOME! MAINTAIN THE 2m MINIMUM DISTANCE AT ALL TIMES

The priority is to limit transmission from them to you!

You must only accept card payment or transfer from Paypal/Collectv in this scenario (see Payments FAQs)

Make sure you do not handle any gates, doorbells or doors unnecessarily. If you do, use antibac or gloves and wash your hands for 20 seconds as soon as possible after leaving

1) Prewarn the person that you will be making the doorstep delivery where possible with an expected time of arrival and ask that all members of the household stay indoors.

It's probably best to do this by phone or text so you can avoid using their doorbell.

2) Ensure that the items are suitably packaged/disinfected before placing on the doorstep

3) Notify the person that you are there and step away from the door to a minimum of 2m, further if possible and wait for the items to be collected

How should I manage people paying for items I am buying for them?

The whole question of payments is a little more complicated so here are the key points, please see other FAQs for more precise information on specifics.

1) Do not pay for anything unless you have confirmed, and where possible verified, that the person you are doing it for has the means to pay you back e.g. card, cash cheque. It might be tempting to sort it out later but please don't consider doing this until you have established a position of trust with that person and even then, avoid where possible.

2) Confirm how much something is going to cost with the person you are buying for BEFORE paying for it. This gives them the option to change their minds even if it is at the last minute. (as demand for some items has increased so dramatically, shops have had to increas their prices in-line with their basic supply cost plus their overhead for offering the product which is in the vast majority of cases totally reasonable). A phone call or text message should enable this to happen especially if you forewarn them that you will do this.

3) Contactless payments should always be preferred over cash or cheques

Someone wants to pay me using cash, is this ok?

Cash is well-known to have surfaces that can transmit germs so please be very careful with this and accept it only if there is no other option

You need to know in advance if someone is paying you in cash. and ideally, you need them to have the right amount. If they do not have the right change then you will also need to make sure that you can supply the right change.

We suggest that the person counts out the cash in front of you and into something transparent such as a plastic bag, plastic container or they can wrap it in cling film. You can then provide a container for it to be dropped into (no contact from the person paying). Once in your container you can either disinfect later or wait 3 days to open.

If you need to supply change then this process can be reversed with the customer ending up with a container with your change in it that they can disinfect or leave for 3 days.

Someone wants to pay me by cheque, is this ok?

Cheques can also transmit germs but their risk is probably less than that of cash. In the light of this, handle cheques with care.

We suggest that the person puts the completed cheque into something transparent such as a plastic bag, plastic container or they can wrap it in cling film. You can then provide a container for it to be dropped into (no contact from the person paying).

Once in your container you can either disinfect later or wait 3 days to open.

If you use mobile banking a number of financial institutions allow you to deposit cheques through their apps and by taking a photo. To do this you would not even have to take the cheque out of the plastic, so this is the preferred way of getting the cheque deposited into your account.

Someone wants to make an electronic payment, is that ok? (No Payment Device Required)

This is probably the safest and easiest way to manage payment as it is contactless and can be verified almost immediately

There are a number of options available to achieve this and these include, but are not limited to

Paypal (Please ensure that you are aware that you will not have payment protection for transactiosn over £100)

Collctiv

Someone wants to pay me by card, is this ok? ( Payment Device Required)

This is a safe form of payment as it can be contactless but it may need a special device

Please DO NOT take a person's bank details or share your own

There are a number of options for this and if you have a card reader then you are probably already fully aware of how to set this up and use it.

If you are considering getting a device, please do your research thoroughly as there are fees involved.

Someone has asked me for help but is not in S17, what can I do?

Voluntary Action Sheffield has a list of all the active Sheffield community groups

Alternatively, you could try searching for an appropriate Facebook Group

Newly Introduced Companion Cards

NatWest, Royal Bank of Scotland and Ulster Bank have announced the introduction of a new ‘companion card’ – a supplement to their existing current accounts that will enable vulnerable customers and those in extended isolation to give trusted volunteers a way to pay for their essential goods.

How can I volunteer for the national initiative run by the NHS?

You can sign up to GoodSAM

I need or want to stop volunteering on this group, what do I do?

Firstly, thank you for all your service to the community, you will have made a difference!

Please leave the community WhatsApp groups that you are part of.

Please also complete this form to submit your change of volunteer status