The purpose of this policy is to enable all clients to be transported safely by Send Help Volunteers.


The policy to be shared with all Send Help clients to ensure they understand what level of service the volunteer drivers will offer.


All prospective clients will be referred to a committee member who will conduct a home visit and complete a client assessment form.

The client assessment form asks:

The clients full name, address with postcode, telephone numbers landline and mobile, email address, next of kin contact details, GP, and surgery, if the client needs assistance with mobility and what aids are used. We also ask if there are any other medical problems that the Send Help volunteer needs to be aware of and if they need to be accompanied by a carer/relative or friend.

New clients are not taken on until the completion of a home assessment.

If the client requires transport the committee member must be satisfied that: 

a)         They can walk unassisted between their home and the vehicle, using mobility aids (not including wheelchairs) where appropriate. 

b)         They can get into and out of a private car without major physical assistance.

c)         They can sit upright in a car and wear a seat belt correctly.

d)         If they suffer from degenerative disease or mental illness that may cause them to act irrationally while in a private car the client will need to be accompanied by a carer, family member or friend.

Client information will be confidential and not passed on to any third party (See Data Protection Policy).

Send Help will not accept referrals from other agencies. The prospective client or family member must contact Send Help directly and a home assessment visit undertaken before acceptance.

Send Help does not transport people who need to use a wheelchair and any assistance given would be as helpful adults and not as strong or qualified persons.  

Send Help does not transport children or minors who, by law, must use child safety seats.

Drivers are asked to advise the Duty Officer (DO) if they find there is any change to the information given to them about a client’s mobility and reassessment arranged.

Drivers are also advised not to take clients if they turn up for a job and the client is evidently under the influence of drink, drugs, fever or other debilitating condition or the lack of a carer would lead to unacceptable risks.

Drivers should have their mobile phones with them on each job.  If a client is taken seriously ill during a journey, the driver will call emergency services (999) immediately and notify the DO who will then inform the clients next of kin.

If the volunteer gets no response from the client when picking them up from their house, they should continue to try to gain attention for 15 minutes and telephone the client. If there is still no response the volunteer should contact the duty officer or committee member. The next of kin should be contacted if there is any concern about the safety of the client. The last resort is to dial 999 for assistance.

All Send Help volunteer drivers are required to have a Disclosure and Barring Service (DBS) check, hold a current driving licence and insurance and checked with their insurance company that they are insured for volunteer driving. They will ensure their car is road worthy and properly maintained with an up-to-date MOT and tax.

Send Help voluntary drivers will display their identity badge when transporting clients.

Send Help asks for donations to cover the cost of the journey undertaken based on the mileage. The client will be advised of the donation when requesting the job and asked to deposit the money in the envelope provided by the volunteer. These donations are voluntary, and clients are free to give as they wish as no change is given.

If clients no longer require assistance from Send Help or you have not used Send Help for more than two years (unless have asked to remain) their details will be removed from the system. Clients may re-join Send Help at any time following further assessment.


 7th March 2022