Out of Hours Helpline Volunteer

Volunteer position based at home which would include:

Answering calls from people experiencing domestic abuse (or from their friends and family).  Providing immediate listening, emotional and practical support. Offering confidential, non-judgemental information and signposting to other specialist agencies as needed.  Escalating calls as required. Keeping up to date with changes in legislation and relevant services.  Completing log sheets for every call and emailing them through to the Helpline Advisor.

Shifts are covered from home and volunteers are provided with a Your Sanctuary mobile phone on which to take calls.  Shift times are 5pm to 9pm Monday to Friday, and 9am to 1pm, 1pm to 5pm and 5pm to 9pm Saturday/Sunday/Bank Holidays.  We ask that volunteers take a minimum of two shifts per month whenever possible.  A member of staff is always available on-call to provide support and help as required.

Full training is provided and potential volunteers are required to attend two evening training sessions as well as spending time shadowing on the helpline during the working day before taking calls.  Please note that we cannot guarantee to offer every volunteer that goes through training the opportunity to volunteer on the helpline. 

About Organisation

Your Sanctuary offers sanctuary, support and empowerment to anyone affected by domestic abuse and enables children to be seen, heard and validated. We challenge mind sets to change attitudes and facilitate informed choices.  Our specialist services include refuge, community outreach for women, men and children and a helpline.

Please note that this opportunity is open to female volunteers only 

Please note - Training will be in the day, you will need to be available to come into the office to shadow calls. This is a requirement that we are unable to be flexible on, we require all helpline volunteers to shadow 2/3 daytime sessions with our full-time helpline advisors.

What skills do I need?

Friendly, calm and sympathetic telephone manner.
Good listening skills.
Empathy and a non-judgemental approach.
The ability to remain calm in potentially stressful situations and to successfully respond to and manage conflict.
The ability to provide clear and concise information and guidance over the phone.
IT/administration skills including the ability to keep accurate written records of calls