Covid-19 Frequently asked questions

With the use of the Internet it is possible to support people with: 

• Video calls on WhatsApp, Skype, Zoom calls as well as Facebook messaging for face-to-face contact
• Links to YouTube videos with physical exercises e.g. yoga, pilates, exercise, dancing 
• Links to YouTube videos creative activities e.g. painting, cooking
• Links to quiz sites, games sites e.g. bridge, scrabble etc. which can be played with other people online
• Links to local (vetted) networks and chat groups

• Telephone contact/befriending – hearing another voice is more powerful than it seems
• Being a ‘Good Neighbour’ – visiting the property to carry out a useful task e.g. window cleaning/gardening and being able to engage in a conversation through the window or over the wall
• Engaging in written correspondence – acting as a pen pal with regular letters (Perhaps including an SAE for a reply). 
• Sending a ‘goody’ parcel (using a courier company) that might contain items of food, chocolate, cakes, magazines, quiz books, reading books, gifts etc. Included with the package could be a card or letter with positive sentiments that has an implicit or explicit message that they are not alone. 

(Please note within all these to follow the Government’s current guidance and social distancing advice associated with Covid-19)

This article from Burning Hearts Disciples also provides some practical thought around dealing with isolation:

These suggestions are aimed at encouraging members to think about ways to combat those in isolation in the community. Hopefully members will discuss these and their own ideas to provide the means to help those out there who would welcome ways to combat isolation. 

While we are unable to help in our usual ways, there are still options to offer support without risking your health. From your sofa, you can call beneficiaries, ask them about their needs or order food deliveries to their doorsteps. We have produced guidance on how to help during this time if you are over 70 or self isolating.

During the Covid-19 crisis, SVP members are finding innoavtive ways to continue offering support to those in need, while following the precautions that are essential to stopping the spread of the virus. Members who are over 70 are required to stay at home and observe strict social distancing, but there are many ways in which they can continue to help.

Here are some suggestions about how you can continue to provide help:

1. Keep the phone lines open. Your experience might be very useful in advising and pointing people in the direction of alternative local support. Some conferences have a conference mobile phone and email account, which members can take turns in monitoring.

2. Act as a point of contact. Many conferences are now operating remotely with younger members making deliveries of food, prescriptions, and other essentials to those in need via doorstep “drop offs”. Older members who are at home can take phone calls, pass on requests, and check in with beneficiaries after help has been provided.

3. Be a telephone befriender. Although face-to-face visits have been paused, conferences are continuing to maintain regular contact by phone. For example, one conference has a "Chat Buddy" service, with three buddies for each person to make for varied conversations.

How you can support a specific request for help from your home:

1. Whether you receive a request via the local channels or from the National Office, any request needs to be followed up by a local assessment. Because it is impossible to make home visits, carrying out an assessment of need poses a bit of a challenge. Nevertheless, using your experience, it is still possible to make an assessment via the telephone.

2. You can assist your conference’s response to a request in various ways, such as working with your Conference to submit requests for food vouchers, money or aid, or by acting as a representative in applying for funds from the National Office—in particular the Covid-19 Emergency Fund. (For details of this fund, please contact Brian Roxburgh at brianr@svp.org.uk).

3. Your conference could consider using or registering with a courier delivery company. For example, DHL operates a door-to-door delivery service for packages from as little as £3.50.

4. In the case of requests or referrals that you are unable to assist with directly, you could act as an ambassador for the person in need, by forwarding their request to local services or schemes that are in a position to provide support. Last, but far from least, you can provide tremendous support by prayer, which supports and sustains everything we do as Vincentians.

Don’t forget you can follow updates on the SVP’s response to the Covid-19 crisis and if you need further advice, please contact the National Office team.

Uncertainty around jobs and global finance are a cause of great concern. Conferences have mechanisms in place to sometimes offer financial support in practical ways to help people who find themselves in need and lacking the necessary funds. We are also regularly called upon to provide advocacy support to individuals while we befriend them; to support them making phone calls, research their options and seek to put them in touch with the best possible advice.

We are regularly asked for assistance with providing some of the basics, whether it be the urgency of food poverty or requests for basic furniture or occasionally maintenance. During these coming weeks and months we will discover quickly what we need but do not have access to, this may not just be toilet rolls but also access to a thermometer, sanitary products, cough sweets and even colouring books, which may all provide a great deal of comfort and relief. 

What can we do about it?

We can help beneficiaries access the Government support that is available to them: 

• Information for those who are self-employed
• Information for those who have lost their job
• For those signing up for benefits or who have a change in circumstances completing a Benefits calculator can be useful to show them what to expect

We can also build relationships with other local agencies that can help those in need such as foodbanks, children’s centres, social prescribers and community agents, and orgnisations like Citizens Advice Bureau (CAB).

The SVP have offered a service for a number of years caring for those who suffer from homelessness, by offering Vinnie Packs, small parcels containing a warm hat, gloves, socks, toothpaste and a few other essentials. We do not wish to cease our efforts, if this is something which you think would be useful in your area then please do contact us on some of the numbers provided.

What can we do about it?

For any homeless people who have not been housed or have chosen not to be stay in the accommodation, Vinnie Packs are available. However as many homeless people have adapted to a new way of living in temporary accommodation, it may be useful to provide different forms of support, such as puzzle books, hot meal deliveries or takeaway soup kitchen services.

Isolation and loneliness is the area where the greatest amount of our time is addressed. Over half a million hours per year have been committed to making people feel less alone through our befriending service. We are adapting to continue responding and many of our existing beneficiaries will be receiving regular phone calls, postcards and meaningful gifts to let them know that they are cared for and important.

What can we do?

We can continue to offer the best telephone befriending we can and offer support to those who are doing the befriending, through buddies or someone they can speak with confidentially. Some of these people in isolation might require practical help collecting prescriptions or getting their shopping too. Current SVP members who aren’t required to isolate might be able to help with this or new temporary members can be recruited quickly through the new Temporary Auxiliary Membership process.

For those key workers continuing to work in our hospitals, care homes and other settings, these times are particularly testing. They may be worried about their own families, as well as working long hours in difficult environments perhaps often facing uncertainty or new challenges.

What can we do about it?

We can reach out to people we know who are keyworkers to offer support whether emotional, practical or through prayer. Other ways we can show our love to keyworkers is to provide messages of encouragement, perhaps writing cards or encouraging young people to make them, providing cakes or other treats to keyworkers or coordinating efforts to supply PPE to those settings struggling to find sufficient equipment to keep their staff safe.

Over a third of people in the UK have said that they struggle with one or other challenge when it comes to their mental health. During the Covid-19 crisis this will only be exacerbated.

What can we do about it?

Where we don’t have the skills to deal with these situations ourselves, we should signpost benefeciaries to the specialist mental health organisations.

• Mind
• Young Minds
• Rethink
   

Working with other charities and agencies can be a major benefit to the SVP, as it allows us to effectively signpost to their specialist services, to work together where we can do things better and to benefit from each other’s resources.

You may have access to a Church hall which other organisations could use for meetings or events?

They may have resources that they wish to share with people in need and you can act as the intermediary if you have contacts with those in need.

You could reach out to:

• Your local foodbank – becoming a Referral agency allows you to issue vouchers for food to people in need. Your local foodbank might also signpost people using their service to you for further help
• Family and wellbeing services/children’s centres
• GPs surgeries or supporting services like social prescribers
• Pharmacies
• Local Christians Together groups
• Local Housing Associations – Quality of Life teams often visit lots of people in need living in their properties
• Community groups – some local Authorities have ‘Be Kind’ initiatives and community agents working on these
• Other charities you signpost to

Before establishing links with other agencies, it is helpful to establish what your Conference is willing to help with. Can you help people who are in financial need or short of furniture or white goods? Can you help by offering a listening ear? You could provide the agencies with some ‘What you can expect from the SVP’ leaflets with the details of the local Conference on the back for them to pass onto people they feel may wish to contact you.

Alternatively, on the Members’ section of the website there is a Beneficiaries Poster which can be displayed on noticeboards at pharmacies, doctors surgeries, etc.

In order to reach out to people in need, fundraise or raise awareness of your Conference's work, you may want to have a social media presence. Setting up a Conference Facebook page is a great way to start. Please read our guidance below and from Facebook before setting up a page for your Conference. Please get in touch with Kirsty Fraser, Digital Media Officer, at kirstyf@svp.org.uk if you need further guidance or are interested in using other social media channels.  

SVP guidance for setting up a Facebook page

• Please read the SVP's social media policy before starting a Conference Facebook page 
• Name your Facebook page - 'SVP [Conference name]'
• Please use the SVP logo for your page's profile picture 
• In the page's about section, please include a description that you are 'a group of the St Vincent de Paul Society (England and Wales) in [Location].'
• Provide up to date contact information for your Conference and a link to the SVP website (www.svp.org.uk) 
• Please follow and tag the national SVP Facebook page in your posts where possible so we can help amplify your local efforts

You can take a look at some examples of current Conference Facebook pages: 

• SVP Short Street Shelter 
• SVP Chelmsford 
• SVP Rotherhithe

As we are unable to provide most specialist advice, we've compiled a list of specialist organisations you can signpost beneficiaries to.

Covid-19 guidance

• Gov.Uk 
• NHS
• Citizens Advice

Food banks

• Trussel Trust

Support for Asylum Seekers and Refugees

• UNHCR

Domestic Abuse

• Gov.uk

Child Exploitation and Online Protection

• Think u Know

Suicide

• Samaritans 
• The Lancet Psychiatry

Homelessness

• Homeless Link
• Shelter

Housing and Rent

• Gov.uk

Bereavement

• Cruse Bereavement Care  
• The Art of Dying Well

Mental Health

• Mind
• Samaritans 
   

Addiction

• We Are With You 
• Alcoholics Anonymous

From its earliest days, the SVP has realised the importance of ‘sending out in pairs’.

Due to Government guidance and social distancing, we've not been able to do our usual visits in pairs for almost a month now. We would never wish to contribute to the spread of such a terrible threat as Covid-19. Read some of our suggestions and ideas below on how we can adapt our approach during these restrictions:

Telephone Befriending
Some Conferences have chosen to have a rolling call sheet so that beneficiaries can hear a variety of voices on befriending phone calls. All Conferences have been asked to ensure that members who are undertaking befriending over the phone have a ‘buddy’ - another member who they can confide in about how they are feeling personally.

Our telephone befriending services should be about attentive care and it is not appropriate to share your own fears, challenges and concerns with a beneficiary over the phone.

Knock and drop food deliveries
Knock and drop deliveries of food and essentials is a critical way in which we can support people who are housebound or self-isolating in our communities. We are currently recruiting temporary volunteers to help with this 'Knock and Drop' service across the country. 

Zoom meetings
A Conference exists to grow spiritually, in fraternity with your fellow members and to have a coordinated response in tackling poverty and isolation. This doesn't need to stop during the Covid-19 crisis.

We encourage Conferences to continue to come together through Zoom meetings or WhatsApp calls to discuss how to find and help beneficiaries, check in with each other and pray. We provide guidance on using Zoom in this FAQ.

National and Global networks
While we are all struggling to come to terms with not being able to visit or reach out with a physical hand, the global Vincentian family has come closer together during this time. The global SVP is sharing its prayers, stories of hope and ideas for best practice. For links to the international SVP prayers, please visit the Well of Hope on our website. 

Locations of SVP Conferences across England and Wales

You will likely already be aware of the SVP’s Hardship Fund (formerly known as the Covid-19 Emergency Fund), which was launched in response to the Covid-19 crisis to support people most in need.

Decisions regarding grant applications are made by a sub-committee of the Board of Trustees who will discuss each case on its merits. The outcome of your application will be notified to you via email. With this being an emergency fund our hope is that we can respond quickly. Our intention is that decisions are made and processed within two working days of an application being received. Should your application be successful, the sub-committee will inform the Finance Department who will arrange for the grant payment to be made to your Conference’s account.

There is an upper limit of £500 that can be applied for, but awards of a higher amount may be considered in exceptional circumstances. However, Conferences are not required to match grants from their own funds. 

SVP Hardship Fund application form

The SVP has 9 Special Funds to which Conferences can apply in order to request extra financial assistance for those they seek to help. All Conferences making applications should approach District and Central Councils before applying to the National Fund.   

• Application forms are available from National Office or on the SVP Website.
• Applications must be made through an SVP Conference.
• Conference quarterly returns must be up to date before payment can be made for any approved applications.

YOUNG FAMILY FUND

This fund was set up in 2007 as a result of a donation made to the Society by the Union of Catholic Mothers and exists to support young mothers and their children who are experiencing difficulties. The fund now focuses on young families in need with children under the age of 12. The application can be for any purpose which will assist the family in need. The maximum grant is set at £250 and Conference applying for a grant on behalf of an individual or family are encouraged to match any amount given from their own funds.

SVP EDUCATIONAL FUND

This fund is available as a result of a legacy left to the Society by the late Gilbert John Francis Barry Cooper. This fund will be used to award scholarships, exhibitions, bursaries of maintenance allowances tenable to any school, university or other educational establishment, or therein to support during the Covid-19 crisis, persons under twenty five years of age who are in the care of or guardianship of the SVP. The maximum grant is set at £250 and Conferences applying for a grant on behalf of an individual or family are encouraged to match any amount given from their own funds.

GEORGE BLOUNT TRUST FUND

George Blunt was the President of the SVP from 1852 until his death in 1898.  In his honour a boys’ home was set up to help homeless young boys. This closed in 1984 and this fund was established. The aim of the Fund is to offer, in approved cases, financial assistance to young people, male or female, up to the age of 20, to enable them to achieve an aim, hope or ambition, which will give direction to their life. Help might be given to a joint special project at home or overseas. The maximum grant is set at £250 and Conferences applying for a grant on behalf of an individual or family are encouraged to match any amount given from their own funds.

LUCY FUND

This fund is available as a result of a grant made to the SVP in memory of Mrs Lucy Doreen Rope, who died on 24^th August 2003, aged 96. The fund is to provide modest financial support to people in need who are actively seeking employment. Training or education fees will not be covered, but travel, clothing or equipment costs will all be considered, as will help with day to day living expenses while undertaking training, such as the provision of groceries and urgent household items. Grants for the payment of outstanding debt will not be considered. The maximum grant is set at £250 and Conferences applying for a grant on behalf of an individual or family are encouraged to match any amount given from their own funds.

PETER G WILLIS FUND (Formerly Offender Care Fund)

This fund was established in 2007 to support the rehabilitation and care of offenders following a private donation for this purpose. Small grants and practical support may be provided to those serving prison sentences, on probation or after release in order to help them integrate back into the community. This includes assistance with training and employment. The maximum grant is set at £500 and Conferences applying for a grant on behalf of an individual or family are encouraged to match any amount given from their own funds.

ASYLUM SEEKERS FUND

The Asylum Seekers Fund is an established fund, supported by donations from within the Society and exists to enable Conferences to support asylum seekers. Typically a grant may be required for food, clothing, transport and legal fees. However any need highlighted by the visiting Conference will be considered. The maximum grant is set at £250 and Conferences applying for a grant on behalf of an individual or family are encouraged to match any amount given from their own funds.

DAVID YOUNG’S CHARITY

This fund is available following a bequest of David Young in 1860. This fund is used to assist people who are in need, hardship or distress by making grants, providing or paying for items, services or facilities which will reduce their distress. Preference shall be given to Catholic applicants. Unlike the other Special Funds, this charity has a different Board of Trustees from the SVP and grants are awarded at the discretion of these Trustees. Grants are rarely more than £250 and Conferences applying for a grant on behalf of an individual are encouraged to match any amount given from their own funds. 

JustGiving is an online fundraising platform that enables people to easily donate online and raise funds through organising or taking part in events for a charity of their choice. It is one of the most well-established and trusted giving sites and the fees are low compared to other similar sites. It charges a 1.9% + 20p payment processing fee for online donations (in effect passing on the payment processing fee they in turn pay to payment processors such as Visa or Mastercard) plus 5% on the value of any Gift Aid reclaimed.

The person raising funds can link their page to a charity of their choice. They can also tailor their page with their own message and images and can post updates about their fundraising at any time. Once set up, a link to a JustGiving page can be shared by email or on social media. Setting up a JustGiving page for your Conference is quick and easy to do with these steps! 

1. Go to www.justgiving.com and choose 'Start Fundraising' 

2. Select 'A charity' 

3. Choose ‘Sign Up’ under New to JustGiving?

4. You’ll need to set up a new account, enter a password then choose ‘Sign Up’

5. Enter the church address where your Conference is based 

6. Search for and select 'SVP'

7. Complete some more details about what you are fundraising for. You’ll also need to choose a URL or web page address for your fundraiser - we recommend short and no spaces.

8. Complete some more details about the type of Fundraising you’ll be doing

9. Complete the form and choose 'Create your page' 

10. You've created your JustGiving page! Once the page is created you’ll be able to edit it to add further details such as a photo, fundraising target, progress updates, and description about what the money raised will be used towards. Choose ‘Edit your page’ 

All funds raised from JustGiving pages linked to the SVP are placed in the SVP central bank account. Once the funds have been received they are transferred by the finance team to the fundraiser's Conference bank account. 

The 'Well of Hope' is a page on the SVP website accessible to the general public. The page contains an assortment of hope-orientated offerings designed to give those who stumble across it a glimpse of the light at the end of this tunnel. The things currently included on the page are: 

• Shared stories from members and conferences across England and Wales
• Prayers 
• Reflections 
• Audio content 
• List of some available live streams for Masses 
• General resources from external providers 
• A few external sanctuaries of hope such as the Vatican website

If you are interested in contributing to the Well of Hope, we would be delighted to hear from you. We have put together some guidance for the sorts of things you can submit. Please send your ideas or work to Alec Jewell at alecj@svp.org.uk. If you have any ideas for content we could include on the Well of Hope, please let us know!

Reports and stories to inspire other members

If you have been up to some great work in your area and would like to share, please get in touch. Alternatively, if you have a story regarding the SVP that will bring hope to others, then we would also love to hear it. For submissions, unfortunately we only have a set space available to us and so there is a word limit of 200 words. We would also appreciate it if you could write in the third person and include the name of the conference/area you are from. These are incredibly valuable; we do really appreciate you sending these in.  

Reflections

Meditations, poems, homilies that you believe might help bring people hope are all welcome on the Well of Hope. A good starting point may be a particular passage from scripture or spiritual reading. We recommend that you outline some solid, practical actions that the reader may be able to take forward. For instance, if you have reflected on forgiveness maybe finish with a guide on doing an examination of conscience.  

Prayers

We also welcome short prayers. Please ensure these are acceptable for general use, do not include individuals’ names, and addressed to the Father or asking for intercession as appropriate. 

Audio content and podcasts

If you would like to record a podcast, meditation, poem, song etc. we would love to receive these. You can take a look at the audio content we already have on the Well of Hope. You can use computer microphone or USB microphone to record audio content. If you need to make edits to your recordings for background noise, we recommend you use Audacity, which is free to download. For more information or guidance on these please get in touch at alecj@svp.org.uk. We are happy to help in any way we can.  

Interviews

We are currently looking to conduct interviews with SVP members, beneficiaries and volunteers. If you or someone you know has a story to share with us then please get in touch. These interviews will done over Zoom.

Video content 

If you have any recorded videos or would like to record videos then we would be delighted with these. We do currently have some video content but we are looking for more. Please note that in order for video content to go on the webpage we will also need to post it on our national YouTube channel. 

Zoom is an online enable video-conferencing software. A free Zoom subscription allows you to host 40 minute meetings with under 20 participants. 

For tutorials and webinars on getting started using Zoom, including joining or scheduling calls, please visit the Zoom Help Centre for more information. 

It is quite expensive to buy a Zoom license to remove the participants and time restrictions. The SVP has purchased 20 licenses which can be shared among Conferences as they are needed. To receive the necessary codes, please get in touch through your CC link individual. If you are unsure who this is, your CC President will know.

Unfortunately, we are unable to supply every Conference with a Zoom license at this time, so please use the free subscription where possible.

If you aren’t speaking then please put yourself on mute as any background noise will be picked up by other attendees and can be distracting. From our recent experience hosting the National Council, several people speaking at once through the computer is quite overwhelming!

At the bottom of your screen there is a ‘chat’ function, where you can message attendees and ask questions without interrupting the person who is speaking. 

You can also make use of the Zoom emojis. You can click the raised hand to ask a question or if for any reason you are voting or gauging consent among members, then you can also give a thumbs up emoji to agree. This is another way of quickly seeing if all parties agree to a motion rather than each having to unmute and mute.

If you are only sharing a short thought of comment, then it may be fastest for you to press down on the space bar on your keyboard. This will allow you to unmute for the time that you are briefly speaking and then mute after you are finished.

Zoom also allows you to screen share if you need to show a document, file or webpage on your screen to other attendees. If you share your screen with participants be mindful of what you are sharing.  Do not share documents that contain ‘Personal/Special Category Data.’

GDPR and safe working practice

You will have seen that there have been security concerns in recent days about using Zoom, and indeed all forms of video conferencing.

You must not presume that you are on a clear and secure line so please be mindful of your conversation;

• From a GDPR standpoint be careful not to refer to beneficiary by full name or to speak about email addresses, telephone numbers or address (This can be emailed outside of the meeting)
• When discussing money try to avoid talking in detail about accounts or specific moneys, again this can be done through emailed treasurers reports
• You can discuss requests for help, but please do so in a general and anonymous way
• And finally, be mindful to represent yourselves in a way which is befitting to the SVP, try to speak charitably about one another and the Society
• Be aware of who maybe in the background, i.e. family members, children
• We recommend that you do not use the record meeting function. If you do record the meeting you have to ensure that all participants know how to save and protect the recording

Every Thursday at 6pm, the SVP hosts one-hour Zoom webinars with Dr Lynn Bassett, a retired healthcare chaplain and consultant from 'The Art of Dying Well', on how we can support beneficiaries through telephone befriending during the Covid-19 crisis. This session is an opportunity for attendees to ask any questions they might have on the praticalities of telephone befriending.

If you would like to join this session on telephone befriending, please email jonc@svp.org.uk or join at 6pm by following this link: https://zoom.us/j/544118579

Following 'The Art of Listening Well' webinars, Lynn has provided us with telephone befriending guidance and tips which you can read below.

Before the call: Prepare yourself

Be comfortable. Be in a space where you will not be disturbed or distracted. Make sure you have a glass of water, tissues, whatever you might need during the phone call, to hand. Say a prayer; invite the Holy Spirit to join you in this conversation and ask Him to guide what you say.

How to begin

Consider, is “How are you?” the best question? It may be too broad. They may just respond “Fine!” because that’s what they think you want to hear. Would a more specific question be more helpful: “How have you been feeling since we spoke last?” Good questions are designed to help the other person tell you more of their story.

During the call

Be real, be focused. Talk about yourself only as much as it is helpful to the other person and the conversation. Avoid telling them good things about your life that they cannot enjoy in theirs. Be aware of what you say; inconsequential remarks can be more significant than you think and vulnerable people can be super-sensitive to what you say and how you say it.

Be a (professional) friend by trying to keep the relationship as equal as possible, whilst holding responsibility for the conversation and the well -being of the person on the other end.

Be careful about saying “I understand” or “I know how you feel”. No two experiences are ever quite the same. These words can trigger anger, stop the conversation going deeper and there’s a risk of turning the focus onto you. Rather, use open questions, echoing and reflecting back to help the other person to recognise what they have just said and develop their train of thought a little more.

The desire to help the other person, with advice or comforting words, is natural but it may prevent them from saying what they really want to say. Don’t be afraid of silence; even on the phone another person may be comfortable with a pause for longer than you think. You may be giving them a chance to process thoughts that they would not be able to do without you there.

How to take care of the other person

Our aim is to be attentive but not intrusive. We hope to leave them in a better place than we found them. Plan your conversation with a beginning, middle and end. Begin with courtesy, “Is this a good time to speak?” During the conversation, be sensitive to their needs and wishes, “Is it ok to talk about this just now?” Are they happy to take the conversation deeper? “We could always come back to this next week . . .” At the end, try to leave them in a good place. It is not unusual for someone to say something really important just as you are about to end the call. Listen for this. Take extra time to develop the conversation or, if there’s no time left, promise to pick it up again next call – and remember to do that. If they become emotional, try to bring the conversation back to a lighter tone before you say goodbye.

Do not foster dependence. Talk to them about ways that they can solve their own problems. Signpost where appropriate. Speak with the voice of the Conference; use “we” and not “me”.

How do you respond to people who wish to end their life?

Listen carefully. This is not usually said lightly. Try to discern the circumstances; is this a suicide threat or a pragmatic expression from someone who is naturally coming to the end of their life. Is this a safeguarding situation that needs urgent referral? Honour the statement. Try to find out a little more by asking open questions and allowing silences. Perhaps consider asking what might help to make life more worth living.

How to take care of myself

If you’re walking alongside another person, close enough to take a share of their burden, it may be hard, tiring and even painful for you; this is your gift to them during your time together. However, it will not be helpful to continue to carry their troubles after the call is ended. Debrief, with yourself, with a buddy and then let it go. Find a way that’s right for you; a small ‘ritual’ that brings you back into your own space. It may be in prayer, a walk outside, a cup of tea.

If you live with other people, ask them to be kind to you when you come off the phone. You may need a little time to normalise. You may want to share with them when you have had a hard call. Of course you will not share the content of that call with them, but they can empathise.

What about if someone else’s trouble is still troubling you?

Remember, this is not your problem to hold on to; do not let it drain you so that you can continue to be there for them and others. Give yourself permission to let go. Consider what it is that’s getting to you; are there resonances with your own experience? Debrief with your buddy. Give yourself a treat – time out, a favourite book or hobby, time to heal.

What to do when people don’t seem to want to talk

Be patient. If they live alone, they may be out of the habit. Use open questions and give opportunities where you can. Try to keep the ball in their court – what would they like from you? They may be pleased for your call, even if there’s not much to say. Try to be there for them for the duration of the call. Reassure them that you will call again at the next agreed time.

Create a space of stillness

While you’re listening to them, and even in the pauses, keep your focus on them; try not to doodle or check your phone.

How to manage distractions

Try to keep distractions, at your end, to a minimum. If someone enters the room or if your doorbell rings, tell the other person what’s happening so they are not left wondering. You may be distracted by something at their end of the line – a radio or TV in the background. Remember, you are a guest in their environment so try to accept it as it is. BUT if you cannot hear, be honest and tell them. If you cannot hear, there is a danger that you will misunderstand or misinterpret what they are saying and give a wrong response.

Offering encouragement and advice – a balance

We want to show care and concern but, as befrienders, we are not in a position to offer professional advice. Take the conversation at their pace. Pick up on cues that they give and try to explore what this means for them. Couch your advice in terms of sharing something that has been helpful to you or someone else’s experience that you have heard of; it may or may not be helpful to your listener. Don’t make up an answer, rather try to find out together and, if they offer a good idea, thank them and tell them they have been helpful.

Managing expectations

How long do you expect a call to last? Does the person on the other end have the same idea or are they so pleased to hear from you that they go on and on . . . ? If phone calls are becoming too lengthy or too frequent, it is you who needs to set some ground rules. Be clear at the beginning of the call what you’re expected call time might be; express it in terms of your commitments. Find ways to bring lengthy conversations to a close. Set a date for the next call. Consider whether the person would appreciate an additional call from someone else.

Managing time

An old adage says, only plan enough to fill a third of your day; the second third will fill automatically leaving the final third for yourself. Planning to fill three thirds is unrealistic. Take Sabbath time for yourself so that you can refresh, renew and continue to be there for others.

Jesus sent them out “two by two” (Mark 6:7)

The two-by-two model for the first disciples is a model taken up by the SVP too. It is important that you do not feel alone or isolated in your ministry. Remember that you phone on behalf of your conference. Ensure you have a buddy with whom you can share your own feelings and debrief.

Befrienders do not generally share too much about themselves

The balance in a befriending conversation is weighted towards listening on the side of the befriender and allowing the other to talk. There is a risk that, if you talk about your own life, it will highlight the less fortunate situation of the other person; for example, talking about being out in your garden during the lovely weather if the other person is confined to a flat. However, there are occasions where the beneficiary may have shared quite deeply. They may suddenly feel quite vulnerable and, to shift the attention, they will ask a question of you. Try to give an honest answer but be prepared that you may not finish. When the recipient is ready to speak again, allow them to take back the conversation. Your purpose is solely to give them a break and/or to allow them to reflect upon their story.

“I’m still grieving. Can I befriend?”

There will be conversations that you can manage and, probably, others that you cannot. Be self-aware. Allow yourself time to grieve. Do not take on too much; if you are bereaved, your resilience may be low. Give yourself permission to step back if you need. If the person you are befriending is grieving too, you may need to pass them on to another conference member.

How might a conference allocate beneficiaries to befrienders

There are no rules. If a member has known a beneficiary for a long time it may be logical to continue to relationship. However, if you befriend a person who you already know well socially you may find yourself juggling two different relationships. Think about matching age range, interests and male/ female relationships, but don’t think too hard. Rather establish a trial period and then review. Another model is for members of the conference to share out the befriending work, taking turns to contact different beneficiaries from week to week. It can be helpful for the beneficiary to hear different voices and, if a member becomes ill or is away, it is easier to maintain the relationship.

Helping the grieving process

One healthcare Trust organised a time to clap in the car park for two staff members who had died. It was noted to help the grieving process. Similarly funeral directors are offering to drive the hearse past the family home so that neighbours may come out into the street to pay their respects. Shared moments and simple ritual, in the community and on social media, can facilitate a sense of connection which helps the grieving process.

Is it helpful to send notes and cards?

Several conferences reported experience of sending cards to people they can no longer visit face to face – in hospital, care homes or at home. They always seem to be appreciated. One member suggested the TouchNote app which enables a photograph to be sent out, as a postcard, to your recipient. It may be helpful to be transparent about cards sent, within the conference, so that some beneficiaries do not appear to be getting more attention than others.

Can SVP conferences access parish databases under GDPR?

The general opinion seems to be yes. This topic will be covered in more detail next week.

Referrals from parishioners

People may approach the SVP with names of people in need. It may be possible to politely suggest that they tell the person in question what they have done so that he or she is not surprised when the SVP member calls.

THEME: Seek and find those who are lost and forgotten

Jenny Clayton, Membership Development Officer for Brentwood Diocese shared experience from her Conference and wider area.

First consider as a Conference

What do we have to offer? Who do we want to reach? This will depend on your location and circumstances.

Ways of finding more beneficiaries

Make connections and build relationships with local agencies such as Churches Together, Foodbanks, CAB, housing associations, GP surgeries – especially social prescribers. It is helpful to provide a short summary of what your Conference can offer and contact details that other agencies can share. The leaflet 'What you can expect from the SVP' is a useful resource. Don’t be afraid of being overwhelmed; referrals tend to trickle in at first. Don’t forget to check for emerging needs in your own parish; tap in to telephone support systems that may already be in place or consider starting one using SVP telephone befrienders. 

Managing data protection with non-parishioners

This should be the responsibility of the referring agency who will either gain consent to pass on the name of the beneficiary to the SVP or give them details so they can contact direct. At the first point of contact, give the beneficiary a leaflet and gain consent to hold their name, address and contact details. Remember to write your contact details on the back.

Ways of approaching that first conversation

Use the expressed need from the referral as a way in. First conversations almost always lead to something else. If there is no expressed need, try a menu approach: introducing the SVP and what your Conference can offer. Be clear. Help people to understand who you are and the reason for your call. The conversation will evolve. Practical help is often a good way in to deeper conversations which support emotional needs such as loneliness and isolation. Hold the thought in your mind, “Is there anything more we could do for this person?” Telephone befrienders need to be aware of what material aid we can offer as well.

Striking a balance between not ‘promising the earth’ and stretching ourselves to do more than we think we can

The SVP believes in providence and people are very generous, especially at this time. Be clear what your Conference can do, and what it can’t. It’s ok to say ‘no’. Do not promise more than you know you can; check first with your Conference and then go back to your beneficiary with an offer. However, Jenny’s experience is that “It’s when you push yourself outside your comfort zone . . . that we see God in action”. Each Conference should be open to rise to the challenges of this time and try hard to find more ways to say ‘yes’ to evolving needs. Use Acts 435 for items between £80 and £120 or ask for additional help from SVP Central.

Other opportunities to contribute

‘Crafty’ members of your Conference may be able to support the Sewing for the NHS requests for stitched, knitted and crocheted items to support patients in hospital, their families and healthcare workers. There are requests, patterns and systems for delivery circulating on Facebook and other social media.

Seek, find, support and, then, hand on

Beneficiaries move from one part of the country to another; SVP support does not have to stop when they move. A map of SVP Conferences in England and Wales is available on the website. Contact details for another Conference can be obtained from SVP Central. Hand your beneficiaries on so that the chain of support is unbroken.

Ways of finding more supporters and members

Temporary Auxiliary Membership (TAMs) is the SVP response to the many offers to volunteer that has come out of the Coronavirus crisis. They are particularly helpful for our Shop and Drop service. TAMs are temporary – they may only be available in the short term; they are auxiliary – they do not need a DBS check and are not expected to carry out tasks that would demand a DBS (handling money of a vulnerable person or face-to-face visits); they have the benefits of membership (insurance cover and access to the members section of the website). Enrolling a TAM is quick and easy. Follow the link under Crisis Help on the website. They need the email address of their Conference Officer and to provide details of a sponsor who has known them for a year. Your Parish Priest may be willing to give them a reference. Publicise via your parish newsletter, announcements at the end of Mass if your parish is livestreaming, parish Facebook page or other social media.

Please remember to complete and submit appropriate paperwork for all members of your Conference. The co-ordinator for telephone befrienders must be a trust Officer and a DBS’d member of the SVP.

Need to apply for DBS? Eight Dioceses are continuing to process DBS checks during the lock down.

1. Stick to the facts

Find a source you trust – such as GOV.UK or the NHS – for information about risks so you can take sensible precautions. Fact-check information from the news, social media or other people against trustworthy sources so you can make sure not to share information that could cause worry or lead people to do things that are unhelpful.

2. Connect with people

Maintaining healthy relationships with people we trust is important for our mental wellbeing. Whether it's in person, over the phone, via messages or online, talking to others can help you develop a balanced view of the situation and make you both feel better. There are also a variety of online quizzes and other socials, often run by pubs, clubs community groups and other organisations local to you. Google, Facebook and other social media can provide easy links to such important outlets to connect with friends and others.

3. Talk about your worries

It's normal to feel a bit worried, scared or helpless about the current situation. Remember: it is OK to share your concerns with others you trust – and doing so may help them too.

If you cannot speak to someone you know or if doing so has not helped, there are plenty of helplines you can try instead. We provide a list of helplines below.

4. Support and help others

Helping someone else can benefit you as well as them, so try to be a little more understanding of other people's concerns, worries or behaviours at this time.

Try to think of things you can do to help those around you. Check in with friends, neighbours or colleagues who may be vulnerable or self-isolating and offer help or encouragement. Little things add up.

5. Make a plan

Thinking and planning ahead for if you need to stay at home should help you feel more prepared and less concerned. Think through a normal week: how might it be affected and what would you need to do to solve it?

If you would prefer not to stay where you usually do, consider whether there are other options available, like staying with family or friends. Remember, it's really important to follow the social distancing and stay at home guidance when it comes to seeing and being around others.

6. Look after your body

Our physical health has a big impact on how we feel. Try to eat healthy, well-balanced meals, drink enough water and exercise regularly. Avoid smoking or drugs, and try not to drink too much alcohol. It can be easy to fall into unhealthy patterns of behaviour that end up making you feel worse.

There are now various online exercise sessions, including Jo Wicks Body Coach on Facebook and Youtube, including a chair workout for any feeling slightly less energetic. ‘Move it or Lose it’ are also offering free sessions  for adults on their Facebook page.

7. Stay on top of difficult feelings

Concern about the coronavirus outbreak is perfectly normal. However, some people may experience intense anxiety that can affect their daily life.

Try to focus on the things you can control, such as your behaviour, who you speak to, and where and how often you get information. It's fine to acknowledge that some things are outside of your control, but if constant thoughts about coronavirus are making you feel anxious or overwhelmed, try some ideas to help manage your anxiety or listen to an audio guide.

You could also limit the time you spend watching, reading or listening to coverage of the outbreak, including on social media, and think about turning off breaking-news alerts on your phone. You could set yourself a specific time to read updates or limit yourself to a couple of checks a day.

8. Do things you enjoy

If we're feeling worried, anxious or low, we might stop doing things we usually enjoy. Focusing on your favourite hobby, learning something new or simply taking time to relax with others will help with anxious thoughts and feelings. Try to make an active effort to do things you like.

9. Focus on the present

Focusing on the present, rather than worrying about the future, can help with difficult emotions and improve our wellbeing. Relaxation techniques can also help some people deal with feelings of anxiety.

10. Look after your sleep

Good-quality sleep makes a big difference to how we feel mentally and physically, so it's important to get enough. Try to keep a regular sleeping pattern and follow good sleep practices.

We are mindful that seeking ‘refreshment’ for mind and body is essential if we are to maintain our ability and energy to serve.

Spirituality

• Well of Hope

Online masses

You can watch Mass live streams from your local churches, or from around the world, through Facebook or Youtube. Diocese website typically contains a list of Churches live-streaming. A previous priest who has moved on and is streaming their mass?

• Catholic TV: Papal programming
• Church Services TV 
• Independent Catholic New: Masses and Prayer Resources Online 
• Heaven's Road FM

Sleep app

• Headspace
• Noisli
• Pzizz

Meditation 

• The Catholic Gentleman
• Hallow meditation app
• Calm

SVP Webinars, Thursdays 6pm

https://zoom.us/j/91385016279

Anxiety UK

Charity providing support if you have been diagnosed with an anxiety condition.

Phone: 03444 775 774 (Monday to Friday, 9.30am to 5.30pm)

Bipolar UK

A charity helping people living with manic depression or bipolar disorder.

CALM

CALM is the Campaign Against Living Miserably, for men aged 15 to 35.

Phone: 0800 58 58 58 (daily, 5pm to midnight)

Men's Health Forum

24/7 stress support for men by text, chat and email.

Mental Health Foundation

Provides information and support for anyone with mental health problems or learning disabilities.

Mind

Promotes the views and needs of people with mental health problems.

Phone: 0300 123 3393 (Monday to Friday, 9am to 6pm)

No Panic

Voluntary charity offering support for sufferers of panic attacks and obsessive compulsive disorder (OCD). Offers a course to help overcome your phobia or OCD.

Phone: 0844 967 4848 (daily, 10am to 10pm). Calls cost 5p per minute plus your phone provider's Access Charge

OCD Action

Support for people with OCD. Includes information on treatment and online resources.

Phone: 0845 390 6232 (Monday to Friday, 9.30am to 5pm). Calls cost 5p per minute plus your phone provider's Access Charge

OCD UK

A charity run by people with OCD, for people with OCD. Includes facts, news and treatments.

Phone: 0333 212 7890 (Monday to Friday, 9am to 5pm)

PAPYRUS

Young suicide prevention society.

Phone: HOPELINEUK 0800 068 4141 (Monday to Friday, 10am to 10pm, and 2pm to 10pm on weekends and bank holidays)

Rethink Mental Illness

Support and advice for people living with mental illness.

Phone: 0300 5000 927 (Monday to Friday, 9.30am to 4pm)

Samaritans

Confidential support for people experiencing feelings of distress or despair.

Phone: 116 123 (free 24-hour helpline)

SANE

Emotional support, information and guidance for people affected by mental illness, their families and carers.

SANEline: 0300 304 7000 (daily, 4.30pm to 10.30pm)

Textcare: comfort and care via text message, sent when the person needs it most: www.sane.org.uk/textcare

Peer support forum: www.sane.org.uk/supportforum

YoungMinds

Information on child and adolescent mental health. Services for parents and professionals.

Phone: Parents' helpline 0808 802 5544 (Monday to Friday, 9.30am to 4pm)