Safe With Me: Colleague and Volunteer guidance

Members of the public already use our buildings as safe places to seek help, reassurance, or a calm space.

Refuweegee's 'Safe With Me' campaign formalises this existing practice by identifying our venues as safe spaces during opening hours.

This guidance does not change the tasks colleagues and volunteers perform or introduce new duties or specialist responsibilities beyond their existing role. Colleagues and volunteers should provide the same calm, practical support they would normally offer to someone needing help in a public building.

This guidance offers practical steps to support the Safe With Me initiative, clarify what to do if someone asks for help, and explain when to get more support.

Purpose of Safe With Me

Safe With Me is about supporting someone experiencing hate or discrimination. Let the person tell you what they need and provide any appropriate support you can.

Important: Some people may not want police involved.

What volunteers and colleagues should do

The following steps apply to all volunteers and colleagues:

  1. Welcome the person calmly and respectfully.
  2. Offer them somewhere suitable to sit, away from immediate pressure or attention where possible.
  3. Offer a glass of water or a hot beverage if you can do this safely and practically.
  4. Listen without judgement, avoid asking unnecessary questions, and respect their privacy.
  5. Let them stay in the safe space until they feel comfortable.

Responsibilities for colleagues only:

  • Ask whether they need help contacting someone. This could be a friend, family, support service, or the emergency services.
  • Share information only with those who need it to respond, safeguard people, or report the incident as required.

Step-by-step response

Recognise the request

A person may ask for help directly, appear distressed, or say they need somewhere safe.

Assess immediate risk

If an ongoing threat exists, someone is following them, you suspect violence, or anyone may be unsafe, tell a senior colleague or call the police immediately.

Reassure them

Use calm language such as "You are welcome to sit here for as long as you need to feel safe."

Move to a suitable space

Guide them to a calm, visible area away from immediate concern, if possible.

Offer basic support

Provide water or a hot beverage if available. Ask if they would like anyone contacted.

Get support (Volunteers)

Inform a colleague about the situation.

Stay aware

Do not leave the person isolated if they appear at risk. Wait until another colleague or emergency services arrive. If possible, ensure another colleague knows about the situation.

End safely

The person may leave when they feel ready, unless an immediate safety concern requires emergency support.

Document

Keep a factual note of the incident and follow your local reporting procedure. Do not include unnecessary personal details.

When to call the Police or emergency services

Colleagues should call the Police or emergency services if:

  • There is an immediate risk to anyone's safety.
  • The person committing hate crime or violence is still in the building.
  • Violence or threats have occurred.
  • The person asks for police support.
  • You cannot safely manage the situation on site.

Safe practical steps you may take include:

  • Locking doors.
  • Moving people away from entrances.
  • Alerting others.
  • Or following site security procedures.

Volunteers should seek colleague support for site-specific actions.

Knowing your role limits

Colleagues and volunteers should not:

  • Put themselves, colleagues, other volunteers or visitors at risk.
  • Intervene physically in a confrontation.
  • Attempt to mediate with someone who may be threatening, abusive or violent.
  • Promise confidentiality if a safeguarding concern or immediate risk of harm exists.
  • Investigate the incident or ask unnecessary questions.

Everyone should follow normal safeguarding, health and safety, emergency and local reporting procedures at all times.

  • Volunteers: Inform a colleague about the incident.
  • Colleagues: Record and report incidents in line with local procedures.

Support for colleagues

This can be a difficult and upsetting situation. You are not alone. You can access support through the Employee Assistance Programme:

  • Freephone: 0800 247 1100
  • Webchat: pam-assist.co.uk
  • Email: counsellingteam@pamassist.co.uk / info@pamwellbeing.co.uk

You can also visit our My Wellbeing website for more support: My Wellbeing site.

Helpful phrases

  • "You are welcome to sit here while we work out what support you need."
  • "Is there anyone you would like us to contact for you?"
  • "Do you feel safe to leave, or would you like us to call for help?"
  • "If anyone faces an immediate risk, we will need to contact emergency services."

Volunteers: 

  • "I am going to ask a colleague to support us."

Quick checklist
Welcome the person calmly and respectfully.

  • Offer a seat in a suitable safe space.
  • Offer water or a hot beverage if possible.
  • Listen without judgement.
  • Check if they need someone contacted (colleagues)
  • Assess whether an immediate risk exists.
  • Inform a colleague (volunteers only).
  • Call police or emergency services if needed (colleagues only).
  • Follow local reporting procedures (colleagues only).