Try not to give reassurance but instead offer advice. Eg. if you are scared think about all the happy things that happen in your community.
Always let the caller speak first.
Always read the confidentiality line at the start of the conversation - this is a legal requirement.
Make sure to establish the name of the school at the start of the conversation.
Make handwritten notes during the conversation - avoid using computer keys and the ‘clacking’ noise they make.
Make sure you get as much detail as possible - if the situation goes to emergency you will need to tell the police everything.
Make sure you are prepared when you answer the phone eg. have google maps open, have pen and paper, have all the phone numbers you may need - police, social services.
Don’t say your second name first name only.
Don’t make promises.