Difficult Situations Guide
This guide is here to support you through challenging moments on outreach. Every volunteer encounters difficult situations - that's part of connecting authentically with people. You're not expected to have all the answers, and it's okay to feel uncertain.
This guide is always evolving, so please reach out if you think there's something we should add.
Your safety comes first. Never put yourself or anyone else in danger out of politeness. If you feel uncomfortable or unsafe, it's always okay to leave.
In an emergency, call 000 immediately.
After any difficult situation, please reach out to the Mobilise team. We're here to support you, debrief what happened, and help you process it.
Suggested Phrases and Approaches
Leaving a conversation
Sometimes you need to wrap up a conversation - that's completely normal. Standing up is a natural way to signal that you're heading off. Make eye contact, express genuine gratitude, and feel confident in your decision to move on.
We don't have much time left, but thank you for letting us stop and chat with you today.
We've got to head off now. We've really enjoyed talking with you - thank you for your time.
We need to keep moving so we can connect with as many people as possible today.
Look, we really have to go now, but it was lovely talking with you. (Then leave - you don't need to wait for a response)
Changing the topic
Sometimes conversations go to places that aren't helpful for either of you. It's kind to gently redirect.
Aside from this, how has your week been? Can you tell me about one or two good things that have happened?
Let's talk more about what we can help with today. Would you like anything like a new bag, some clothes, or toiletries?
There's so much we'd love to talk about but we only have limited time with everyone. Are there any goods we can go and get for you?
Let's talk about something else before we run out of time.
Saying no
It's okay to have boundaries. Saying no kindly but clearly is a skill that protects everyone.
I'm sorry, but as a volunteer with Mobilise that's not something we're able to do.
I need to make sure everyone stays safe, and I can't guarantee that if we do that.
As volunteers we have guidelines about what we can and can't do. Unfortunately, this is something we can't help with.
If someone pushes back, it's okay to calmly repeat yourself. You don't need to justify or negotiate - your boundary is valid.
Inappropriate behaviour
Trust your instincts. If something feels wrong, it probably is.
Look, we really have to go now, but it was lovely talking with you. (Then leave - don't wait for a response)
We haven't given permission to take pictures of us. Out of concern for our volunteers and friends on the street, could you please stop and delete them?
We take this stuff very seriously and will take action to ensure it doesn't happen again.
If someone wants to discuss further, let them know they can contact the Mobilise team.
Neurodivergence
Many people we meet - both volunteers and friends on the street - are neurodivergent. Creating space for different communication styles makes our outreach more welcoming for everyone.
If you sense someone might benefit from adjustments, you can ask them directly and discreetly - make it about them and what they need.
Listen without rushing. Give people time to process their thoughts. Get a sense of how they prefer to communicate and try to match that style. Don't force eye contact, and avoid interrupting while they're thinking or speaking.
Have you done this with us before? If so, how did you find it?
Do you feel comfortable in this environment?
Is there anything I can do or change that would help you feel more comfortable?
Harassment or abusive behaviour
If you experience or witness harassment or abusive behaviour - whether from a member of the public, a friend on the street, or another volunteer - your wellbeing matters and we want to know about it.
What to do in the moment:
Trust your judgement - if it feels wrong, it is
You can always leave a situation that feels unsafe
Stay as calm as you can, but don't feel you need to manage the situation alone
After the situation:
Let the Mobilise team know what happened - we're here to support you
Take the time you need to process what happened
Remember that someone else's behaviour is never your fault
We take all concerns seriously. When someone raises an issue, we listen and we act.
Legal situations
Sometimes people share situations that have legal dimensions - issues with housing, fines, custody, immigration, or other complex matters. These conversations can feel heavy, and it's natural to want to help.
As volunteers, we're not qualified to give legal advice, and doing so could actually cause harm - even with the best intentions. What we can do is listen with compassion and connect people with the right support.
That sounds really stressful. I'm not able to give advice on that, but I can let the Mobilise team know and they might be able to point you toward someone who can help.
I really wish I could help with that, but it's outside what I'm able to do as a volunteer. The Mobilise team might know of services that could support you - would you like me to pass on your details?
You can always direct people to outreach@wearemobilise.com
Pick Your Boundaries: Personal Information
Volunteering often creates genuine connections, and it can feel natural to want to stay in touch. But keeping some boundaries around personal information protects both you and the people you meet.
Social media accounts
Why: Your social media reveals a lot about your life - where you work, who you know, where you spend time. Sharing it can blur the lines between your volunteering and personal life in ways that become hard to manage.
Phone numbers
Why: Once someone has your number, you can't control when or how often they contact you. This can put you in difficult situations and make it harder to maintain healthy boundaries.
Home address
Why: Your home should be your safe space. Keeping your address private protects you and anyone you live with.
These boundaries aren't about distrust - they're about creating sustainable relationships where you can keep showing up for people week after week.
Understanding Our Prohibited Items Policy
We don't purchase or provide:
Alcohol
Illicit substances
Gambling products
Sexual services
Pornographic materials
Weapons
Any other illegal or inappropriate goods or services
Why this matters:
Addiction is far more common than most people realise - it affects people from all walks of life, not just those experiencing homelessness. For some of the people we meet, addiction may have been a factor in their journey to the street. For others, it might be something they're actively working to overcome.
Here's the thing: we don't know people's full stories, and we don't need to. Even trained counsellors don't try to address addiction in a brief street conversation - it takes time, trust, and professional support.
By keeping our outreach "G-rated," we:
Avoid accidentally triggering someone who's working through recovery
Keep things simple and safe for everyone involved
Make sure our support is always helpful, never harmful
If someone asks for something on this list, you can simply say:
I'm sorry, that's not something we're able to help with. But is there anything else you need today?