Wider Circle Covid 19 Training Support

1. Wider Circle’s
Buddy Caller Training
COVID-19 Support Program
2020

2. Wider Circle
• Founded in 2015, Wider Circle is:
– A nationally recognized provider of social support services for
seniors
– Offers all programs at no cost for seniors
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3. Hello and Welcome!
• Thanks for completing the background check
• Soon, you’ll start volunteering!
– You’ll volunteer through a phone call system
– You’ll be a ray of sunshine to lonely senior citizens
• It’s that simple to make a BIG difference
• Now, here’s a short training course for calling people in need
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4. Buddy Caller Overview
• Who’s a Buddy?
– That’s you…a volunteer!
• Who’s a Member?
– A senior citizen in need of support
• Why?
– Make a real difference in a
senior’s life
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5. Buddy Caller Overview
• What is the purpose?
– Support for vulnerable Americans
• Our members
– Fighting social isolation
• Loneliness is devastating any time, but
especially now
• What does the program offer (all at no cost)?
– Weekly check-ins
– Social interactions
– Medication & food delivery
– Online doctor visit training
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6. Buddy Caller Training
This Buddy caller training will help you:
• Engage members in need
• Provide valuable member support
• Remain at ease providing emotional strength
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7. Buddy Caller Tools
• Your tool ® Phone Calls
– Interactive Voice Response (IVR) System
– IVR = phone-based Q&A system
– Just like customer service for a bank,
appliances, or insurance company
• By the Phone System, you can:
– Make a call to a member in need
– Provide feedback to Wider Circle after call
– Key-in member’s need on phone pad
• Food, medication, online doctor, etc.
– Choose next Buddy call
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8. Basic Phone Call Tips
• Relax – take a breath
• Smile when talking
• Slow down a little
• Avoid distractions
• Acknowledge feelings
• “I’m here for you”
• Avoid judgement
• Small talk is ok
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9. Basic Empathy Training
• What’s empathy?
– The ability to understand and share the feelings of another
• Empathy’s main skill ® Listen for their needs
– Emotional - loneliness, acknowledgement
– Physical - food, medication
• Empathy in talking
– Try to use “I” pronoun
– Never say “don’t worry”
– 3 Simple Steps
1. VALIDATE: acknowledge member’s feelings
2. SHOW SUPPORT: say you are here for them
3. CONTINUED SUPPORT: say you or Wider Circle will follow up
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10. Phone Call Preparation
Key points to keep in mind
• Be friendly & empathetic
• Just be you & be a reassuring voice
• Clear distractions ® be ready to take notes
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11. Phone Call Sequence: 3 easy steps!
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1) Dial:
Call the Phone System
(888) 688-1088
2) Connect:
Call a member
Greeting + Q&A
3) Data Entry:
After the call, answer
automated questions

12. Phone Call - Step 1 Dial
• You’ll hear:
– “Welcome to Wider Circle’s Buddy Call Line. Thanks for volunteering”
– “Thanks for volunteering. Are you ready to speak with your buddy?”
• “Press 1 for yes”
• “Press 2 for no”
– “Connecting you to “[Name of Buddy]”
– “Please stay on the line afterward for a quick survey.”
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1) DIAL the phone system (888) 688-1088

13. Phone Call – Step 2 Connect
What the member will hear:
– “Welcome to [Local organization’s] buddy program. This call may be recorded
for quality. We’ll connect you to a friendly neighbor now.”
– Why?
• We partner with trusted organizations in the community
• Trust is critical to seniors and will make it easier to start the conversation
• We record a sample of calls for the same reason
Your introduction:
– Good Morning/Afternoon/Evening
– This is [Your Name]
– May I please speak to [Member’s First Name]?
– Hi [Member’s First Name], how are you today?
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2) CONNECT Buddy Call Greeting

14. Phone Call – Step 2 Connect
• Question 1: Establish yourself, why you’re calling, how you can help
– I am calling today because I wanted to reach out to you
– I understand you’d like a Wider Circle ‘buddy’ to check-in on you each week.
– I am here for you.
– I am going to be your buddy as we work through this challenging time together.
– I will be calling you to make sure everything is okay.
– How does that sound?
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2) CONNECT Buddy Call Q&A

15. Phone Call – Step 3 Data Entry
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3) DATA ENTRY with Phone System
• Question 1
– “Did you speak with your buddy?”
• Press 1 for yes
• Press 2 for no
• Question 2
– “Does your buddy want to be removed from the call list?”
• Press 1 for yes
• Press 2 for no
• Question 3
– “Does your buddy need food, medicine, or medical help?”
• Press 1 for yes
• Press 2 for no
• Question 4
– “Would you like to call the next buddy”
• Press 1 for yes
• Press 2 for no

16. Tips for approaching the conversation
• Questions about the present
– Asking how they're enjoying the weather is ok . . . and it's a great transition to
seeing if they're getting outside (especially for a walk which really boosts mood)
– If they're not going out, ask why not and see if something is bothering them -
often time it's related to pain (in the knee, foot, etc.). This is an opportunity to
empathize with their challenges.
– When checking in about whether they have enough food, it's a great
opportunity to ask about where they shop, what kind of food they like to eat,
and if they enjoy cooking (a thread on food can go countless places and
reminiscing about favorite meals is a good one)
– Are there any shows or anything they've read recently that they really enjoyed
– See if they have (or had) a pet (I remember one person telling me they didn't
but then went on for 15 minutes about a stray cat that followed him around)
– What are you looking forward to getting to do most when shelter-in-place is
over? 16

17. Tips for approaching the conversation continued
• Questions about the past
– Remembering purpose - What kinds of jobs did they do earlier in life? Did they
take care of a family?
– Remembering difficult times that were overcome - Do you have any advice
from when you saw the country go through tough times before (wars,
recessions, etc.)? What was that like?
– Remembering music - everyone has a favorite band from high school, etc. See
what they enjoy now and what they enjoyed when they were younger?
You'll see trends as you speak to a few people!
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18. FAQ
• When can I make a call?
– The system is open for calls from 9:30am PST to 7pm PST
• Why is there a pause after I say to call the buddy?
– It sometimes takes up to a minute for the system to connect the
call to the member (including waiting for them to pickup)
• What if I get a voicemail?
– We encourage you to leave a friendly voicemail such as “Hi, this is
[your name], I’m a volunteer from Wider Circle calling to say hello.
I'm checking in just to make sure you're doing ok. I'm sorry I missed
you and hope you're having a good day."
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19. FAQ
• When can I make a call?
– Please send an email to needsfollowup@widercircle.com
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20. Problem Management
These are VERY rare
Wider Circle Training Addendum

21. When in Doubt, Call us
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• Emergencies
• Severe depression or anxiety
• Diffusing general anger
The next few issues are rare
If you feel uncomfortable at any time, either merge us into the call or hang-up and call us:
Wider Circle
(877) 470-0390

22. Emergency
• Emergencies can happen on a Buddy call
• Listen to what they are saying
• Try to get the nature of the emergency
– Health
– Fire
– Fallen
• Reassure them you are here
• If possible, get their address
• Try to keep them on the line
• Call 911
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Use call
merge!

23. Call Merge
• Conference call on an iPhone:
– Place a call.
– From the in-call menu, tap Add Call.
• While you dial the second number,
the first call will be placed on hold.
– Dial the second person.
– Tap Merge Calls to connect everyone.
• Conference Call on an Android:
– Place a call.
– From the in-call menu, touch Add Call.
• While you dial the second number,
the first call will be placed on hold.
– Dial the second person.
– Touch the Merge or Merge Calls icon.
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24. Sending an Email
• If you’d like to provide more context on a non-emergency issue raised during a
buddy call, please send an email needsfollowup@widercircle.com
• Please Include:
– Your name
– Your buddy’s name
– The time and date of the call
– The issue(s) that require follow up
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25. Depression & Anxiety
• Senior citizens can be depressed and anxious
• Depression & anxiety can be expressed in other ways
– Forgetful
– Angry
– Agitated
– Disengaged
• Empathize with them
• If they tell you about depression & anxiety
– ask if they’d like an online health visit
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26. Diffusing Anger – Emotional First Aid
• Be aware
– loneliness, despondency can lead to anger
– No one is immune from anger
• Differentiate
– They are angry, not at you
– They are bringing it to you
• Acknowledge & Validate
– Use empathy skills
– Hear the feelings and underlying issue
• Shift perspective
– What else could this mean?
• Transfer to Issue
– Prevent escalation
– Shift focus to issue not person
• Find a solution
– Address the problem’s solution
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27. Thank you!
For being a part of the Wider Circle Team!