What is the programme?



right-91474100-407892-64009500Thank you for volunteering your time to mentor families in your community affected by the COVID-19 pandemic. During this time we need to come together and support each other in different ways. Through these calls you will help to support families who are spending more time at home, may be struggling with reduced income and are unable to access all the information on what COVID-19 is and how to prevent the spread of it. You will support families to build stronger relationships, encourage positive parenting, and reduce the risk of violence against children at home.Through this programme, we will work together to help ensure that:Children are protected from abuse and danger, knowing how to keep themselves safeChildren are educated for life, with the skills and experience needed to develop socially, emotionally, physically and spiritually Families are strengthened to increase care and support for children?? Christians together demonstrate God’s love in action These goals are especially important at this time so thank you for being part of supporting families in this way.This guide will explain how to ensure that your mentoring is safe and provides good support to the children and adults you speak to.Contents TOC \o "1-3" \h \z \u What is the programme? PAGEREF _Toc41060127 \h 3Phone mentoring structure PAGEREF _Toc41060128 \h 3How to use the call scripts PAGEREF _Toc41060129 \h 4Sending materials before/after the call PAGEREF _Toc41060130 \h 5Logging calls PAGEREF _Toc41060131 \h 6Support structure PAGEREF _Toc41060132 \h 6Key Information PAGEREF _Toc41060133 \h 6Best practice PAGEREF _Toc41060134 \h 7APPENDICES PAGEREF _Toc41060135 \h 8Appendix 1: Viva Safeguarding Code of Conduct when making phone calls to families and children PAGEREF _Toc41060136 \h 8Appendix 2: Summary of Dos and Don’ts PAGEREF _Toc41060137 \h 9What is the programme?Through this programme, you will mentor families using mobile resources and phone calls to discuss six topics:COVID-19 awareness – Good practices for staying safe and how families can talk about COVID-19 togetherBuilding strong relationships within the family – How to listen to and spend time with children, helping children identify their strengths and their role in the familyMental health and resilience – techniques for staying calm and relaxing, understanding children’s reactions, how to cope with strong feelings and how to talk about how we feel Staying safe at home – Anger management and positive discipline strategies, recognising and preventing abuse and what to do when we feel unsafeStaying safe online – How to engage with children’s online world, risk awareness and setting limits, helping children to make positive choices onlineLearning together every day – Supporting children’s learning as a parent and structuring time at home in a positive way to stay healthy and activeEach session will also include a visual ‘poster’ covering some of the week’s themes, a game or activity to do as a family, and a brief devotional reflection that you can send where appropriate (if the family is Christian or open to receiving Christian content and there is no law preventing sharing such materials). Phone mentoring structureHow many phone calls?In total, you will make 8 calls to each family.Who will I speak to?You will need to speak to the same people each week. In the first phone call, you need to agree one or two adult(s) and one child that you will speak to each week. To help the adult decide which child to speak to, encourage them to think about:Who will most enjoy speaking to the adultWho will share information with other children in the familyWho has had fewer opportunities of this kind beforeWho might be most in need of some additional support at this timePlease make every effort to speak to the same adult(s) and child each week so that you can build relationship and follow up with discussions from the week before.In the calls, we will ask you to encourage the adult(s) and child to share what they have learnt with others in their household. There will also be games and family activities. What will I say?Viva has produced a guide for each phone call to ensure that you are able to cover all the content. Each guide includes a script for your conversation with the adult(s) and one script for your conversation with the child.Please keep this script in front of you as you speak. How long should I speak for?Each call should take up to 30 minutes, but could be longer if the adult/child chooses to talk for more time. The length of the call must be flexible and based on how much time the adult and child can spend with you. Top tip: at the start of each call, ask how long they can give to the call. This will help you to manage the time you have.Be aware, some families may have to borrow a phone and pay to charge it. They may need to keep the phone calls short for different reasons so be flexible and, if a person is rushing, be sensitive to this and ask if they need to go. You can offer to rearrange the call to a time that is better for them.When will I speak to the family?It will be helpful to find out from the parent or child what is the most suitable day and time to speak. Discuss and agree a regular schedule. Whereas it is helpful to create a pattern, agree that at some points you may have to be flexible if something crops up.At the end of each call, ask the adult what time you should call the following week and be sure to call them at the arranged time. If an unavoidable circumstance crops up and you are not able to honour the call, please call as soon as you find out that you are unable to make it, offer an apology and rearrange for another time.Note: Apart from the first call, do not call the household outside of the arranged times unless there is an emergency. How to use the call scriptsBefore the callRead through the material ahead of time and familiarise yourself with it. Think about:What are the key messages you must communicate during this call? Are there any parts of the conversation you need to adapt for your local area?What questions might the parent or child ask you?What information do you need to know ahead of time – are there any topics on the call you want to do more research about beforehand? (See the coronavirusnetworkresponse for more resources on each topic, or speak with the Programme Supervisor.)Think about relevant experience from your own life that you could share to help the mentee to open up, and reflect on your own experiences related to this topic.Practise reading through and asking the questions – you could even practise with a friend, family member or another mentor.Remind yourself of the safeguarding code of conduct commitments. Beginning the callMake sure you follow the instructions for beginning each call, which are listed at the start of each script:Remind yourself of the safeguarding code of conduct Check with the parent that this is a good time for the call, and remember to ask both the child and parent if they are still happy to take part in the project Take notes so that you are able to complete the call log accurately after the callMake sure you ask the mentee about their agreed action(s) from last week – did they manage to do it? How did it go? Do they have any other reflections about what they learnt last week?During the callFollow the structure of the call, but where the child or parent has more to say, try not to rush them or force them back on topic, giving them enough space to share what is on their mind and to make sure they feel listened to. Remember: Helping the child and parent to know that someone cares and is interested in what they have to say is just as valuable as the specific message you share.Be ready to share your own experience, where needed, to help to create trust with the mentee, but ensure that the larger portion of time on the call is given to the mentee to share their experiences.If the mentee has a question you cannot answer, it’s ok to say that you don’t know and that you will find out for next time. Ending the callEnd the call by confirming the actions the mentee is planning to take this week, explaining the follow-up materials you will send out, and agreeing the time you will call again for the next session. Remind the mentee of the feedback and complaints mechanism.Thank the mentee for their time and encourage them, if possible, by sharing something that has been positive in your interaction, or the changes you have seen them make already. Sending materials before/after the callYou may choose to send some materials, before or after your call, to support learning on that theme. We recommend sending them through afterwards to reinforce the messages shared in the call, but you may also choose to send the information ahead and then follow up on what the mentee has read and understood – adapt your conversation accordingly in this case. Both approaches can work, so see what is most effective for you and your mentees. The materials available to send are: Poster/image – a poster showing key messages on the theme for parentsGame/activity – a game or activity that the family can do together to support learning and discussion on the themeDevotional picture – a picture that can be sent to families from a Christian background to encourage and support reflection on the themeThese resources are available on the website [coronavirusnetworkresponse] or from your Programme Supervisor. These may be sent via WhatsApp or, where this is not possible, you may share the content directly during the phone call, or you may be able to deliver print versions. Decide with your Programme Supervisor what is the best approach.Logging callsEach mentor is required to log each call you make using this link: bit.ly/3fP1o4I OR, if you do not have internet access, using the form that will be given to you separately (you will need a copy of these forms for each family you are mentoring).Logging calls is important because:It helps to protect you as a mentorIt helps to protect the children and adults you are speaking toIt helps Viva to know how many children we are helping so we can try and reach even more children and familiesIt will help us to improve the programmeYou can use these calls to give feedback and suggestions Remember: Although the call log asks you what actions children and adults have committed to, you will not be able to see the log once you have submitted it. So make sure to keep a record in your own notes of actions that the children and adults have committed to, so that you can ask them about it when you next speak.Guide to logging calls onlineLog each call immediately after you have hung up and before moving on to the next call to make sure you do not forget important details.You must log every call you make.Each call log should take no longer than 2 minutes.Follow this link: bit.ly/3fP1o4I and answer the relevant questions. At the end, press submit.Remember: You will not be judged on the answers of the family. Don't be disheartened if families do not complete their planned actions each week; simply having the conversation and discussing these issues is a positive step. We know families are having a hard time so entering their honest feedback will help us better understand how the families are coping and how we can improve the programme. Support structureYour Programme coordinator is: [network to complete]Contact details: [network to complete]Your programme Safeguarding Officer is: [network to complete]Contact details: [network to complete]Your Network Coordinator is: [network to complete]Contact details: [network to complete]Key InformationOur country’s current guidelines:[network to write here the current government guidance e.g. Are you allowed out? For what reasons? How many times a day? How long for? Where are people allowed to go? Where are people not allowed to go, etc.]Useful numbers:[network to include here contact numbers that may be useful e.g. local COVID helpline number; network safeguarding; emergency food contact; child protection authorities; police etc.]Best practice This phone call mentoring programme aims to support families and strengthen community relations. We want the outcomes to be positive. There are some risks that, if the calls are not conducted safely and sensitively, they could do more harm than good. You will find a code of conduct in Appendix 1 and a summary of Dos and Don’ts in Appendix 2 to help you know how best to act. Below are some of the main risks explained.What to do if the person on the call appears distressedIf talking to a distressed respondent, it is important to create a sense of calm and safety by using a calm tone of voice.Drop the call script and focus on the respondent’s needs.Acknowledge the child or adult’s feelings and understanding of events and allow for expression of frustration. Use comforting statements that reassure that this is ok to talk about it and to share their worry. If the distress is COVID specific, reassure and normalise these reactions by explaining that such feelings are normal during COVID and that he/she is not alone. Risks Risk of increasing anxiety and distress: This is a stressful time for everyone. Talking about COVID-19 / Coronavirus, without explaining clearly and giving people time to ask questions, can create anxiety. Ways to minimise risk: Asking questions sensitively is important. If the person is not comfortable answering, move on – remember, the call is to support and encourage, we do not want to increase stress and anxiety. Risk of increasing violence at home: Women, girls and children are particularly vulnerable to domestic abuse when in lockdown. Issue 1: Call length: Keeping people on the phone for too long can cause some problems such as young person being blamed if battery runs out; household not having enough electricity forcing the person to go out to charge the phone; reducing time available to help in the house. Ways to minimise risk: At the start of each call, you must ask for consent for the call to take place and ask the person how long they can talk for. Remember that issues can arise during the call, so be understanding if they have to cut the call short. You can ask if everything is ok. If you have concerns, please report to your programme safeguarding officer. Issue 2: Sensitive questions: Remember that anyone can be reading/listening to the answers of the person you are speaking to, and a person could be at risk if they disclose information that provokes a negative reaction in another member of the household. Ways to minimise risk: If the person is disclosing sensitive information, be sure to check they are happy and feel safe to do so. If you have a safeguarding concern, report immediately to the programme safeguarding officer. Risks of increasing contamination:Some households may share mobile phones. Passing on the phone among households may increase health risks. Other households might not have electricity, thus forcing the respondent to go out to charge the phone, which may expose them to further contamination.Ways to minimise risk: If the person is sharing the phone between households, encourage them to wash the phone before and after the call, and to wash hands, face and ears after returning the phone. If going out and about, again encourage to keep guidelines as mentioned in topic 1 of the calls.Risk of sexual exploitation and abuse by staff: Having access to children’s mobile phone contacts may increase the risk for girls of being sexually exploited and abused (especially by grooming and sexting) by project staff and volunteers. The learners will need to be made aware of these increased risks. Ways to minimise risk: All calls must be logged at the end of the call to keep a record of all communication. Any calls made that aren’t logged are not permitted or protected. All calls must begin with speaking to the parent, who must give permission for the mentor to speak to the child. The child must be in the same room as their parent during the call so that they can have confidence in the safety of the child during the call.APPENDICESAppendix 1: Viva Safeguarding Code of Conduct when making phone calls to families and children Note: This code of conduct is in addition to the network Child Protection Policy and safeguarding code of conduct. Mentors must have signed both of those and this code of conduct before making calls to families and children on behalf of a Viva partner network.Here are a few guidelines and a few words of caution with regard to phone calls and chat applications (Zoom, WhatsApp, Skype etc.) that you are required to follow while taking to children and parents.?Staff and Volunteers making phone calls to families should:Follow behaviour protocols set out in the network safeguarding code of conductContact only those families that the network has assigned to you and agreed to contact as part of the programmeApart from the first call, only call at times agreed with the familyAlways get permission from the parent before speaking to the childCheck the parent and child are happy to speak at the start of each call and ensure they know that they may stop the call at any point if they are finding it difficult Ensure that at least one adult in the home is close enough to monitor your call with the childTake additional care when communicating with parents and children to make sure that it does not negatively impact their life (check convenience, privacy, check how they are doing)Show respect to adults and children by using positive words, images, and messages and promote inclusionLook out for potential signs of stress and anxiety and react calmly (see mentor handbook)Speak clearly and sensitively, giving good opportunity for questions and space for the person on the call to speakBe flexible and understanding if a call gets interrupted or has to end earlier than expected Use a specific account set up for the programme, with an appropriate name and profile picture if connecting through a form of social mediaLog details of the call immediately after each call through this link: any safeguarding concerns revealed on the call to the programme safeguarding officer and follow the steps in the network child protection policy/safeguarding code of conductIt is not appropriate to:Share personal contact details with the children or families beyond the contact details used for the callsShare personal information that is not relevant to the call topic, reveals too much about yourself or is explicit in contentCommunicate with people you are calling, using personal social media accountsPressure for answers or thoughts that are not freely expressedTake photos during the communication or ask the child to send photos to youStaff and volunteers making phone calls to families must never:Act in ways that may abuse a child or may place a child at risk of abuseGive verbal abuse such as shouting, swearing or use of demeaning languageRecord a meeting session without permission from the parent and programme supervisor Expose children to inappropriate materials such as pornographic videos and literatureUse language, make suggestions or offer advice, which is inappropriate, flirtatious, offensive or abusiveExcuse, or participate in, behaviour of children which is illegal, unsafe or abusiveAct in ways intended to shame or humiliateI have read this code of conduct and will abide by it. Full Name ……………………………………………………………………………………………………Signed ……………………………………………………………………………………….Date…………Appendix 2: Summary of Dos and Don’tsDoDon’tMake time to talk and listen: when communicating without visual contact, it is even more important to speak slowly, clearly and calmly and to communicate with empathy and warmth through modulating the voice in a way that shows care. Demonstrate listening by using affirmative sounds. Leave time for the person to express themselves. Do not rush through the script, instead leave time for questions, conversation and for the person to share their feelings and state of mind. Be aware of potential signs of stress and anxiety People react differently in crisis (e.g. some might be nervous, not really listening, chaotic, fast breathing over the phone; quiet and unable to talk; angry and yelling; blaming themselves for what happened to them; crying; violent and so on.)Do not ignore if the respondent seems distressed over the phone. And at the same time do not force help on people by being intrusive or pushy.Be aware of potential signs of tensions or abuse at home (e.g. relatives or partners in the background shouting or taking the phone from the respondent.) Do not ignore if the respondent over the phone seems to be in an unhealthy environment. There is a need to be reassuring with the person and cautious that the communication does not worsen the situation. Do not proactively try to identify abuse survivors but be available in case someone asks for support.If it seems that the child and/or adult might be in an abusive situation at home Make time to talk and listen and to acknowledge their feelings and follow the recommendations above.Provide them with information about COVID-19 and child protection and referral pathways. Ask if s/he wants you to call back for follow up. If you think a child is at risk of serious abuses, report to the safeguarding focal point.If it seems that the child or an adult might be in an abusive situation at home Do not ask them about what happened, do not be intrusive.Do not bring up the topic of abuse and violence directly as someone might be listening to the conversation and you might not be able to do much if things get out of hand. Make sure to be non-judgmental about people’s beliefs and ideas when you talk to them (e.g. people believing fake news about the virus)Do not discriminate, blame or stigmatise people (e.g. individuals from certain religious groups who may be reluctant to access healthcare e.g. Apostolic or people who have COVID-19 symptoms)Use child-friendly language when speaking to children.Think about appropriate language for 5 to 10; 10 to 14 years, and 15 years and above Do not use jargon or acronyms except if widely known left-91365700 ................
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