Supporting Communities Safely
Advice for community groups, organisations and volunteer networks

In towns and villages across Scotland, communities are fighting COVID 19. These pages provide advice on how to virus proof the fantastic things you are doing and reduce the risk of indirect spread. Please read them carefully if you are starting to provide support or reviewing what you are doing already.

Emergencies and more complex care

Last updated: 10th March 2021

Note: This section has been archived as of 13th September 2021.

Accessible film clip with BSL, subtitles (captions) and voice-over

Most of you will be helping people with the essential things they need like food, medicine or fuel. You may also be providing social support to people who are on their own or can't go out at all. Though you wouldn't think it, this is something that can be done by telephone or using online tools like Skype, Facetime and Zoom.

It's important to remember that you're not an emergency service and get help when you need to.

To the door and no further

Sometimes just going to the door doesn't feel like enough - especially where people are frail. This is a natural response but even then it is really important that you don't go into people's homes as this could accidentally transmit the virus to people.

If possible make contact with the fittest person living in the house so that it's easier to get deliveries to where they can be used - like the kitchen, and so that you are not tempted to take it inside for people.

It's best to contact them by telephone, or e-mail if they use it, to say that you have arrived with the delivery and left it outside the house for them to pick up. If not then you should knock the door, leave the delivery on the step and step back the recommended physical distance.

Getting help - what to do and when

Don’t feel you have to respond to every situation. Knowing when and how to get help from better trained and equipped services is very important:

if someone has new symptoms of the virus make sure they know what to do and check back on them regularly if possible. If their symptoms seem to be getting worse encourage them to contact the NHS 24 on 111 for advice, or perhaps do it for them if they can't. If you are calling on their behalf you will need to know personal details.
if people are shielding the way they are supported has changed and they are no longer automatically offered deliveries of food for example. For more information on support for people shielding
if anyone you come across has other urgent care needs like home care or mental health support, contact the main public service contact number for your area. This is often your local council. It's a good idea to collect and share information on out-of- hours services locally, like social work, NHS mental health services, homecare or police services in case people you come across need a more urgent response. Make sure that your staff and volunteers have a copy of these available. These can also be accessed via this free national support helpline for those at higher risk. They will put people in touch with services they need if it's during office hours
if you feel that someone is at immediate risk because they are very unwell or very distressed, you should make sure they, you, or their emergency contact calls the emergency services on 999. Call handlers will be able to direct your call. The Scottish Ambulance Service will help you understand when it’s appropriate to call 999: please read this as part of your preparations.

Even if you are a trained first responder you probably won't be equipped with appropriate PPE so in most cases calling 999 is the right thing to do. If you are concerned about a serious threat to life and you are trained and equipped as a volunteer first responder, have appropriate PPE and equipment you should act in line with your training