• 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.