All WalkWaze volunteers are required to adhere to our comprehensive Code of Conduct, which is designed to ensure the safety and well-being of both volunteers and users, and to maintain the consistency and integrity of our service.

Before beginning any shifts, volunteers must thoroughly familiarize themselves with WalkWaze’s policies and training materials. Compliance with these policies is always mandatory.

Key Principles of the Code of Conduct

Respect and Safety

Volunteers are expected to treat all individuals—whether fellow volunteers or service users—with the utmost respect. We prioritise the safety and comfort of everyone involved and maintain a Zero Tolerance Policy against any form of discrimination, including sexism, racism, homophobia, transphobia, or ableism. Harassment or bullying of any kind is strictly prohibited and will lead to immediate dismissal and potential further action.

Confidentiality:

Maintaining the confidentiality of service users is critical. Volunteers must not share any personal details or disclosures made by a service user outside of the organisation. In cases involving emergencies or safeguarding concerns, personally identifying information must be managed in accordance with our established policies.

Social Media Conduct

Volunteers should exercise discretion regarding social media use. Posting any information about conversations with service users, even in indirect references, is prohibited to prevent breaches of trust and confidentiality. Similarly, sharing names or images of fellow volunteers online without their explicit consent is not allowed.

Professional Boundaries

Volunteers must avoid making any romantic or sexual advances towards service users or fellow volunteers.

Gifts and Payments

Volunteers are not permitted to accept money or gifts from service users under any circumstances.

Substance Use

Attending a volunteer shift while under the influence of alcohol, drugs, or any other substances, whether legal or illegal, is strictly prohibited. Volunteers must not consume such substances during their shift. Violation of this policy will result in immediate dismissal. If a volunteer is unable to attend a shift sober or believes they may not remain sober, they must inform their designated point of contact as soon as possible.

By adhering to these guidelines, volunteers contribute to a supportive and respectful environment that upholds the highest standards of service.
 

WalkWaze is not equipped to dispatch emergency services and does not serve as an emergency response service. We cannot take responsibility or assume liability for any harm that may occur to a service user while they are on the phone with us. For immediate assistance from emergency services, service users must call 999 directly.

If an emergency arises while a service user is on the line with WalkWaze, the call handler volunteer will follow our internal emergency protocol. This protocol includes the following steps:

Encouraging Direct Action

The primary response will be to encourage the service user to contact emergency services themselves. This is the preferred course of action to ensure that help is dispatched as quickly as possible.

Assisting with Emergency Services

If the service user is unable or unwilling to make the call, the volunteer may, as a last resort, attempt to gather relevant information and contact emergency services on the service user’s behalf.

Decision-Making Process

The decision to contact emergency services on behalf of a service user is taken with careful consideration. It is based on the service user’s autonomy and the call handler’s assessment of the service user’s decision-making capacity at that time. We will not override the explicit wishes of an adult with capacity who requests not to involve emergency services unless there is an imminent and significant risk to life.

Our protocol is designed to respect the autonomy and safety of our service users while providing necessary support in critical situations.

At WalkWaze, we are committed to providing a confidential and secure service, and we do not require individuals to disclose personal information to use our support line. However, if we identify a safeguarding concern, we may need to seek additional information to ensure appropriate action is taken.

Confidentiality and Referral

We take confidentiality very seriously and will only consider sharing information if there is a serious concern that doing so will help prevent harm. Our policy is to engage in such referrals only when necessary to ensure the safety of individuals involved.

Service Limitations and Protocols

WalkWaze is not designed for children under the age of 11. However, given the nature of a public phone line, we may occasionally receive calls from younger individuals. If a call handler suspects they are speaking with a child, they will direct the caller to age-appropriate resources listed in our resources section and encourage them to seek assistance from those services.

Disclosure and Action

A call handler must inform the caller if they intend to share information with others to ensure the caller's safety in the following situations:
If there is reason to believe the caller is a child and they disclose information suggesting, they are suffering or will suffer harm.
If there is reason to believe the caller is an adult at risk who lacks the capacity to make their own decisions at the time.
If information is received indicating that a child or adult at risk is experiencing abuse or harm.

Capacity and Decision-Making

We assume that individuals have the capacity to make their own decisions unless evidence suggests otherwise. Our call handlers will take steps to maximise a person's decision-making capacity wherever possible. If a decision must be made on behalf of another, the least restrictive option that serves the person’s best interests will be sought.

Information Sharing and Action

To fully understand a caller’s situation and determine the appropriate response, call handlers may need to ask questions for clarification. If a caller does not provide identifying information, we may be limited in our ability to act on their behalf.

Emergency and Social Services

In cases where a disclosure indicates a serious situation, we may contact emergency services or social services if we have sufficient information to make a meaningful referral.

Review and Oversight

All safeguarding incidents will be reviewed by On The Verge’s Safeguarding team. This team is responsible for ensuring consistency and quality of service, as well as identifying patterns or training needs to improve the organisation’s response to safeguarding issues.

Members of WalkWaze are expected to uphold the highest standards of professionalism and respect. All volunteers and service users deserve to be always treated with dignity and courtesy.

Zero Tolerance for Discrimination

WalkWaze maintains a strict zero-tolerance policy towards any form of discrimination. This includes, but is not limited to, discrimination based on:

• Gender Identity 
• Age
• Race
• Sex
• Skin Colour
• Nationality 
• Culture
• Religious Beliefs
• Socio-economic Background
• Physical Ability 
• Sexual Orientation 
• Family Situations

Any behaviour that violates these guidelines will not be tolerated. If a volunteer is found to have breached these standards, the Directors reserve the right to suspend or permanently remove the volunteer from WalkWaze, depending on the severity of the violation.

Unacceptable Behaviour

Certain behaviours are deemed unacceptable, including threats of violence or any actions that jeopardise the safety and well-being of service users or WalkWaze volunteers. Any individual making such comments will be banned from volunteering with WalkWaze in any capacity.

Refusal of Volunteer Role

WalkWaze reserves the right to deny a volunteer role to individuals known to have violated our Zero Tolerance Policy outside of WalkWaze activities, if there is reasonable concern that they may continue such behaviour within the organisation.

Commitment to Safety and Inclusivity

We provide a safe and supportive environment, particularly for individuals who have experienced oppression. Aggressive behaviour, belittling remarks, or any actions that infringe on another’s right to be heard will not be tolerated.

Response to Service User Behaviour

If a service user displays disrespectful or harmful behaviour towards a volunteer, WalkWaze reserves the right to ban the service user and deny them future service. The Directors may pursue formal action against any service user who causes harm to a WalkWaze volunteer.

Concerns and Complaints

If you need to raise a concern or comment, please follow the procedures outlined in our On The Verge UK CIC Complaint, Grievance, and Whistleblowing Policy.

This version aims to provide clear and detailed expectations while emphasising WalkWaze's commitment to a respectful and inclusive environment.