From time to time an older person may miss their pre-arranged call. In most cases, there is a simple explanation for this, from forgetting all about it to being distracted by an unexpected appointment or visitor. However, we understand it can be a worry when they don't pick up the phone as arranged.

This is what you should do

Call companions should make three calls 5 minutes apart:

1. In the first call, leave a message informing the older person that you have called and that you will call back in 5 minutes (if you are able to leave a message).
2. In the second call, leave a message informing the older person that you have called and that you will call back in 5 minutes (if able to leave a message).
3. In the third call, leave a message asking the older person to call Re-engage on 0800 716543 and contact the Re-engage team by emailing knowledge@reengage.org.uk to let them know what has happened.

Re-engage will try to contact the older person and will update the call companion on their progress.

If Re-engage is unable to contact the older person and if the older person misses their call the following week, the call companion should follow the above process again.

Should attempts to contact the older person still be unsuccessful for a second week, Re-engage will try again to get in touch with the older person by using any additional contact information that we hold.

Re-engage will update the call companion on their progress.

If you have concerns about the safety or welfare of an older person, a volunteer, or a member of staff at Re-engage you can tell us about your concerns by filling in the safeguarding incident and concern form.

If the person you are concerned about is at immediate risk of danger or at risk of causing harm to themselves or to others, please contact the emergency services by dialling 999 and then contact Re-engage on 020 7240 0630 and ask to speak to one of the safeguarding team.

We understand that conversations with a distressed older person can be very upsetting so please contact the Re-engage team by emailing knowledge@reengage.org.uk if you need support and please do refer back to your training on having difficult conversations.

As you get to know the older person, they may sometimes share very personal things. Please keep anything the older person tells you confidential unless they tell you something you feel could cause serious harm to themselves or to others.

If an older person does tell you something that you are concerned about or if you're worried about the older person's welfare you can tell us about your concerns by filling in the safeguarding incident and concern form.

If the person you are concerned about is at immediate risk of danger or at risk of causing harm to themselves or to others, please contact the emergency services by dialling 999 and then contact Re-engage on 020 7240 0630 and ask to speak to one of the safeguarding team.