Wider Circle is extending its community care network to invite all eligible volunteers to help support vulnerable Americans in need of social connection and support during shelter in place.

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

2. https://vimeo.com/412523661
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3. 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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4. 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 BIG a difference
• Now, here’s a short training course for calling people in need
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5. Buddy Caller Overview
• Who’s a Buddy?
– That’s you…a volunteer!
• Who’s a Member?
– A senior citizen in desperate need
• Why?
– Make a real difference in a
senior’s life
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6. Buddy Caller Overview
• What’s 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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7. 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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8. 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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9. 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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10. 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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11. 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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12. 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

13. 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

14. Phone Call – Step 2 Connect
You’ll 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
You’ll say:
– 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

15. 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

16. 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

17. Problem Management
These are VERY rare
Wider Circle Training Addendum

18. 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 on the phone, call us
Wider Circle
(877) 470-0390

19. 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!

20. 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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21. 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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22. 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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23. Thank you!
For being a part of the Wider Circle Team!