Helpline Volunteer – FamilyLine

Keywords

18+ Advocacy & Support Listening Skills Training Given Virtual

Description

What does a Helpline Volunteer do?
FamilyLine operates as Family Action’s Helpline, open Monday – Friday, 9am – 7pm to anyone 18+ experiencing challenges related to family life.

Volunteers use a digital system to volunteer from their own home, offering listening & emotional support, suggestions, guidance & signposting via telephone, webchat and text messages. Volunteers are trained to support using an empathetic, people-focused approach to ensure everyone who accesses the service feels included and receives the support they need. Volunteers are also able to make referrals to other services, such as FamilyLine’s Counselling & Befriending service, or the Family Action grants programme.

How often would I need to volunteer?
FamilyLine volunteers choose the days & times for their own shifts of at least 2 hours per week. We are looking for a commitment of at least 12 months.

Recruitment and Training:

All applications will be shortlisted for interview

Those successful will be invited to our group training sessions.

Please note that group training cannot be moved, and if you are unable to attend, unfortunately you will not be able to proceed to the role. Please see below for dates:

• Introduction to FamilyLine: Monday, 14th September, 11:30am – 2:30pm
• Safeguarding: Thursday, 17th September, 11:30am – 2:30pm
• System, Call Structure & Processes: Tuesday, 22nd September, 11:30am – 2:30pm
• Data Capture (Analysis and Recording): Tuesday, 29th September, 11:30am – 2pm
• Call Skills Practice: Thursday, 1st October, 11:30am – 2pm
• Webchat Skills Practice: Monday, 5th October, 11:30am – 2pm
• 1-1 Supervised Shift: Flexible, between 9th October – 20th November (To be arranged after training is completed)

How do I apply?
To apply, please complete our Expression of Interest form to receive an application form via email:

Expression of Interest: https://family-action.org.uk/volunteers/familyline-volunteer/

If you have any questions about this volunteer role, please contact us at familyline.volunteer@family-action.org.uk

What rewards come with volunteering, and how does it create meaningful change?

What’s in it for me?

• Make a difference to the lives of families across the UK
• Acquire telephone and digital support skills & experience, and participate in training to further your knowledge
• Be part of a friendly team supporting vulnerable families, volunteering alongside others with shared values

Requirements

– Active listening and communication skills
– Ability to quickly develop and sustain rapport with Service Users
– Resilience and the ability to remain calm in times of stress
– Non-judgmental, people-focused approach
– Committed, Reliable and Consistent
– Good computer skills and access to a computer, telephone and the internet