Helpline Volunteers (Office Hours)

Answering calls from people experiencing domestic abuse, from their friends and family, or from other professionals/agencies such as the Police and Social Services.  Providing immediate listening, emotional and practical support. Offering confidential, non-judgemental information and signposting to other specialist agencies as needed.  Escalating calls as required. Taking referrals to our refuge service.  Finding alternative refuge accommodation out of area when needed. Keeping up to date with changes in legislation and relevant services.  Completing log sheets for every call and adding details to our database.

Shifts are covered from our offices, Monday to Friday, 9am to 1pm and 1pm to 5pm.  Members of staff are available to provide support as required.  We ask that volunteers take a minimum of two shifts per month whenever possible.

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 

What skills do I need?

A 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.
Strong IT/keyboard/administration skills including the ability to keep accurate records of calls, update databases, access external on-line systems and carry out internet searches whilst engaged with callers.