Code of Conduct

1. Uphold warmth and respect in every interaction, welcoming all clients, members and callers with kindness and an inclusive, nonjudgmental

attitude.

2. Listen actively and attentively, focusing on the clients, members and callers’ feelings and experiences while maintaining clear, respectful communication.

3. Honour boundaries at all times: keep conversations appropriate, avoid sharing excessive personal details, and refrain from giving medical or professional psychological advice.

4. Protect confidentiality and privacy: only share information required for safeguarding or supervision, and follow the charity’s data handling policies.

5. Be mindful of safeguarding: remain vigilant, report concerns promptly to your supervisor, and follow escalation procedures without delay.

6. Keep the relationship strictly telephone-based for befriending callers unless otherwise directed by the charity; do not arrange in-person meetings with callers.

7. Maintain accuracy in documentation: record necessary caller details, safeguarding notes, and call outcomes promptly and honestly.

8. Practice self-care and seek supervision when needed: acknowledge limits, ask for support, and use available debriefing resources.

9. Foster trust through reliability: honour agreed schedules, be punctual for shifts, and communicate any changes promptly to your supervisor.

10. Represent The Healing Hubs Charity positively: adhere to organisational policies, engage respectfully with colleagues and supervisors, and contribute to a safe, supportive volunteering culture.