Interact with individuals using telecommunications

This standard covers interacting with individuals using a range of telecommunications technology, including the internet. This involves establishing, sustaining, and ending interactions with individuals without face to face interaction by using telecommunications. The emphasis is on supportive interactions rather than providing a general advice service.

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1. access and accurately interpret all relevant work instructions and information
2. work safely at all times and in accordance with all relevant legislation, guidelines, policies, procedures and protocols
3. communicate with the individual and key people at a pace, in a manner and at a level appropriate to the individual's understanding, preferences and needs
4. respect the individual's rights and wishes relating to their privacy, beliefs, and dignity
5. identify any constraints on individuals and the circumstances in which the interaction is being made
6. provide information about the service and confirm its appropriateness to the individual
7. encourage individuals to share their concerns and to focus on their requirements
8. assess whether there is any risk or dangers facing the individual, and take appropriate action to deal with it
9. provide suitable opportunities for individuals to sustain the interaction
10. encourage individuals to provide additional information on their situation or requirements
11. respond to individuals' immediate requirements at each stage during the interaction
12. provide suitable indications to reassure individuals of continued interest
13. identify any signs of increased stress during interactions and establish their significance
14. provide clear information on the requirement to end the interaction
15. end interactions in accordance with organisational procedure
16. identify situations where it would be dangerous or disadvantageous to the interest of the individual to terminate the interaction
17. take the appropriate action to resolve dangerous situations
18. ensure you have recorded and checked the individual's demographic details where this is required before ending/transferring the interaction
19. where you are providing a confidential service, ensure the anonymity of individuals, self, and colleagues is maintained according to the procedures of the service
20. complete and store all relevant documentation in accordance with organisational requirements

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1. the current legislation, guidelines, policies, procedures and protocols which are relevant to your work practice and to which you must adhere
2. the scope and limitations of your own competence, responsibilities and accountability as it applies to your job role
3. how to access and interpret all relevant work instructions and information
4. specific procedures for reporting issues which are beyond your competence, responsibilities and accountability
5. the duty to report any acts or omissions that could be unsafe/detrimental to you or others
6. how to adapt communication styles in ways which are appropriate to the needs of the individual 
7. the needs of individuals and carers including issues relating to dignity, confidentiality, and privacy
8. the rights of individuals with whom you come into contact
9. the procedures of the organisation in relation to anonymity and confidentiality
10. the systems for recording interactions
11. why it is important to use the systems
12. what are the procedures for welcoming individuals
13. how to use different types of telecommunication technology
14. how to encourage individuals to stay connected
15. what are the potential circumstances of the individuals
16. what information about the service should be provided
17. who can be assisted by the service
18. how to encourage individuals without face to face interaction
19. what type of risks or dangers might different individuals face
20. what action should be taken to deal with different risks or dangers
21. what type of interactions occur
22. what opportunities should be made available to individuals to sustain the interaction
23. what type of information should be obtained
24. why it is important to respond at regular intervals
25. why it is important to provide individuals with opportunities to speak without interruption
26. the signs and significance of increased stress in individuals
27. the types of problem that could occur
28. what actions can be taken to address them
29. when should interactions be ended
30. the importance of obtaining full demographic details
31. why it is important to maintain anonymity
32. how to use the anonymity of individuals to assist them to speak, where this is appropriate
33. the types of telecommunications technology that are available
34. how to complete and safely store all relevant documentation in accordance with organisational requirements

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3

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31 Mar 2026

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Current

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Original

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Skills for Health

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SFHGEN21

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Health and Social Care, Health and Social Services Officers, Health Associate Professionals, Health Professionals, Health, Public Services and Care, Healthcare and Related Personal Services

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2259

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Telecommunications, control room, communications, telecoms

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