Safeguarding

When a member asks for coordinator help

What to do when a member cannot message a protected member and asks a coordinator to help.

Some members have asked not to be contacted directly. If another member tries to message them, the site stops the message. It offers a Request coordinator help button instead.

When the member presses it, brokers and admins get a notification and an email. It says something like "Coordinator help requested", with the name of the person asking and the person they want to reach.

What to do

1. Read the notification. Note who is asking and who they want to contact.
2. Open the protected member's record in Members. Read their notes.
3. Contact the protected member in the way your community's process sets out, for example by phone. Ask if they are happy to be put in touch.
4. If they agree, arrange the contact safely. For example, you could set up a first meeting with a broker present.
5. If they do not agree, tell the person who asked, kindly and without giving reasons.
6. Write a note on both members' records about what you did.

Things to know

• The Broker Panel does not keep a list of these requests. The notification and email are your record, so act on them promptly.
• Pressing the notification opens the Safeguarding page. That page needs extra access and may look empty. Use Members to find the member instead.
• The protected member's safety comes first. Never share their contact details without their agreement.

Sometimes the protected member is the one asking. A member who considers themselves a vulnerable adult can contact only coordinators and vetted members. The notification says when this is the case. Check that the contact would be safe before you help arrange it.

A member may also be blocked because the person they want to reach only accepts contact from vetted members. They may then ask for a vetting review, which you handle in Vetting confirmations.

More guides in this topic

• How safeguarding works in the Broker Panel
• What happens when a member chooses a safeguarding option?
• Changing the safeguarding options members can choose
• Why are messages copied to brokers?
• How do I review a copied message?
• Using the Review Archive
• Placing a member under monitoring
• How do I record a vetting decision?
• Revoking a vetting decision or answering a review request
• What is on the Safeguarding page?
• What should I do if I am worried about a member?

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