Lone Working for Volunteer Managers

Lone working is defined as individuals who work by themselves without close or direct supervision. For volunteer managers, ensuring the safety of volunteers who engage in lone working - such as befrienders or community outreach workers - is a critical responsibility. While lone working itself does not inherently cause harm, it can amplify specific risks, making robust volunteer management strategies essential.

This article outlines top tips for volunteer managers, drawing on risk assessment principles and policy frameworks to create a safe environment for lone-working volunteers.

Conduct Comprehensive Risk Assessments

Before any volunteer begins lone working, a detailed risk assessment must be completed. This process identifies potential hazards and establishes control measures to mitigate them.

• Identify hazards: Consider risks specific to the location and task, such as confrontations, accidents, mental health triggers, or travel dangers.
• Evaluate risks: Determine the likelihood (Low, Medium, High) and potential impact of each hazard.
• Implement controls: Define preventive measures. For example, in a Lone Working Befriender Programme, controls might include mandatory check-in procedures, mobile phone provision, and specific training on de-escalation.
• Review regularly: Risks change over time. Assessments should be reviewed periodically or when incidents occur.

Example Hazard: Lone Working Risks

• Situation: Volunteers facing accidents or confrontations while alone.
• Control measures: Conduct site-specific risk assessments, provide confrontation handling training, and establish strict check-in protocols.

Establish Communication Protocols

Effective communication is the lifeline of a lone volunteer. Volunteer managers must ensure that volunteers are never truly "out of touch."

These ideas should be adapted to the specific role:

• Check-ins: Implement a system where volunteers must confirm their safety at the start and end of a shift or visit. This could be via email, text (such as WhatsApp), call, or a dedicated app.
• Emergency contacts: Ensure every volunteer has immediate access to emergency numbers, including their line manager, local emergency services, and a 24/7 support line if available.
• Missed check-in procedure: Define a clear escalation process. If a volunteer fails to check in by a specified time, the manager must have a step-by-step plan to locate and assist them.
• Location tracking: Volunteer managers should always be aware of the volunteer's location. Real-time tools such as WhatsApp's live location sharing feature during shifts or visits ensure the manager knows exactly where the volunteer is operating.
• Notification of absence: Volunteers must immediately inform their Volunteer Manager if they are unable to attend a scheduled session or visit. Failing to check in or missing a session without notice may trigger emergency protocols and lead to their designated Emergency Contact being contacted unnecessarily.

Provide Training

General induction is insufficient for lone volunteers. Training must be tailored to the unique context of working without immediate support.

• Conflict management: Teach volunteers how to recognise early signs of aggression and how to de-escalate situations. Emphasise that no volunteer should endure abusive behaviour; volunteers must be encouraged to raise concerns and leave immediately if they feel at all ill at ease.
• First aid and health emergencies: Equip volunteers with basic first aid skills and knowledge of how to handle sudden illness in themselves or the people they support.
• Safeguarding: Ensure all volunteers hold necessary certifications (e.g., PVG) and understand reporting procedures for safeguarding concerns regarding vulnerable adults.
• Travel safety: Offer guidance on safe travel methods, avoiding isolated routes, and vehicle maintenance if using private cars for work purposes. Specific caution should be advised when operating in dark or dimly lit areas, encouraging volunteers to stay alert, stick to well-lit pathways, and adjust visit times where necessary.

Foster a Supportive Culture

Safety is not just about procedures; it is about culture. Volunteers must feel supported psychologically and emotionally.

• Mental health support: Lone volunteers may encounter distressing situations. Provide debriefing sessions after difficult visits and resources for mental wellbeing.
• Open reporting: Encourage a "no-blame" culture where volunteers feel safe reporting near misses, hazards, or any personal feelings of discomfort without fear of reprisal.
• Regular supervision: Schedule frequent one-to-one meetings to discuss safety concerns, review recent visits, and update risk assessments based on real-world feedback.

Define Clear Responsibilities

Clarity on who is responsible for what ensures accountability.

Role	Responsibilities
Volunteer Manager	Implement policy, conduct risk assessments, ensure training is delivered, monitor check-ins, awareness of volunteer locations, and investigate incidents.
Volunteer	Take reasonable care of self and others, follow safety procedures, promptly inform managers if unable to attend visits, report hazards/incidents immediately, raise concerns if feeling ill at ease, and attend required training.
Organisation	Provide resources (phones, training), ensure insurance coverage, and maintain a statutory duty of care.

Conclusion

Managing lone-working volunteers requires a proactive, systematic approach centered on risk assessment, communication, and support. By implementing clear policies, providing targeted training, and fostering an open culture of safety, volunteer managers can significantly reduce risks and ensure that volunteers can perform their valuable roles with confidence and security.

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