A CALM PATH THROUGH THE UNEXPECTED
A thoughtful conversation,
whatever the response.
Start with permission, use only facts you can verify, and let the person’s wishes guide the next step.
No further calls overrides every other path. End the ask, save the restriction, and cancel any proposed callback. If unsure, pause and use the coordinator-review route.
Select a response box to see suggested wording and the next action.
RESPONSES THIS PATH COVERS
SUGGESTED WORDS
WHAT THE VOLUNTEER DOES NEXT
Minimal record
APPLIES TO EVERY PATH
Keep these guardrails in view.
Before live use, SMRO must approve calling eligibility and hours, staff escalation contacts, callback ownership, privacy requests, and an immediate-safety procedure. Volunteers do not improvise medical, legal, tax or account advice.
Response examples are broad, not exhaustive. Any response that does not fit—or that combines several issues—can use Other / I’m unsure. Contact restrictions and immediate safety take priority.