STAFF SWITCH ROLES HELP ON FRONTLINE
Her new role means she’s supporting a Monday to Friday service from 9am to 4.30pm.
The calls received are from some of the most vulnerable in the city – people at risk of harm from the virus and who are also without family, friends or trusted neighbours nearby to be able to support them.
She said: “I remember colleagues putting a call out on a Tuesday back in March to say that they needed staff to provide a new, dedicated helpline call centre service for those residents who were going to have to stay at home. I thought it was something I could do.
“We all have headsets and laptops with software which allows us to communicate with one another and with residents who ring the dedicated helpline.
“Logistically, it’s interesting. It’s very different to normal working circumstances as I have a child and a husband around as they’re also working from home.
“But if you told me a few months ago that in April I’d be working from home as a helpline team leader, I’d never have believed you.”
Bethan also monitors the system at the weekend to check the voicemail in case any emergency issues have cropped up which need urgent attention.
She added: “Things can be very busy. Our role, as a dedicated council helpline, is to provide a service to those residents in need who have noone else to support them like friends, neighbours or family.
“The majority of residents getting in touch with us are making food requests for the free weekly Welsh Government food parcel to which people on the shielded list are entitled.
“We’re also here to help people who need signposting to other services, such as well-being advice from agencies such as Swansea Council for Voluntary Service. But sometimes you just don’t know what kind of call you’re going to get.”
THE SPORTS DEVELOPMENT OFFICER WHO’S NOW A LOCAL AREA CO-ORDINATOR
This time last year Ben DaviesThompson was supporting Swansea council’s group of young sports ambassadors, working with them to support their communities to find out how joining in sport can transform lives.
Now he works with Street Champions – teams of volunteers set up in neighbourhoods across Swansea to help provide essential support to the most vulnerable.
He said that in some ways the roles could not be more different and, in others, they were very similar.
Ben said: “It’s local people responding to a local issue. It’s people coming forward, telling us they’re available and what they’re able to do.
“As council local area co-ordinators, as part of our coronavirus response, we link and pair up street champions to the people who need help – often those who are vulnerable or self-isolating to stay safe from the virus.
“In our area it started with one local resident doing some leafleting – now there’s 180 street champions in the area of Sketty where I’m working – the whole idea and willingness of local people to support each other has just snowballed.”
The local area coordinators are also helping people to access foodbanks where needed, and providing residents with information on food delivery services.
He added: “What’s happening – and it’s happening everywhere with the response to coronavirus – is that people are linking up with their communities and it’s an entirely natural step for them to support each other.
“Many street champions are telling us they are getting to know many neighbours for the first time.
“One of the great things about sport is that it brings people together. The response to coronavirus is bringing people together too.”
THE DISABILITY SPORT OFFICER NOW DISTRIBUTING FOOD
Hayley Williams, from Taibach, usually works as a Disability Sport Wales development officer and active young people officer for Neath Port Talbot Council’s schools and sports clubs.
She volunteered to pack food items into boxes where they are then delivered to those who are vulnerable, and she is now waiting to be called up as a minibus driver to take patients back and forth to hospital.
She said: “I’m not used to working in a factory-type setting, I’m used to working with young people.
“The main challenge is trying to remember that you have to keep your distance and you have to be careful when filling up the boxes.
“That’s what I find the hardest really, trying to slow down and keep a safe distance at all times.
“I don’t live with anyone so the only person at risk to this is myself.”
She said safety was a big consideration.
“There’s gloves, hand sanitiser there and you have to make sure you anti bac the trolleys before you use them. There’s also a line on the floor where you can’t go if someone else is in that box, so they have made it really safe.”