Phone Helpline Volunteer

Phone Helpline Volunteer

Posted for Hourglass

Posted by Mid Sussex Voluntary Action

Register your interest

You will be redirected to the Mid Sussex Voluntary Action website to express your interest.

Hourglass - Phone Helpline Volunteer - Remote 

We stand alongside older people who are experiencing, or may be at risk of, harm, abuse or exploitation. Our mission is to help build a fairer and safer society for all older people.

Purpose of this role:

Our dedicated staff and volunteers on the national Helpline offer confidential advice and support to callers from across the UK. We hear from older people themselves, as well as friends, family members, professionals and agencies who are concerned about elder abuse.

Volunteers are at the heart of our services. A Support Line Volunteer provides vital information and compassionate support through telephone, email and other online channels. This frontline role is essential in offering immediate help and connecting people with further sources of expertise and care.

What you will be doing:

• Offering information and support via telephone, email and other digital methods

• Providing both practical guidance and emotional reassurance to those who reach out

• Listening carefully and responding with empathy to each unique enquiry

• Explaining safeguarding processes in a clear and supportive way

• Making safeguarding referrals and advocating on behalf of service users

• Alerting management when someone may be at immediate risk

• Keeping accurate records using our customer relationship management system and internal tools

• Collaborating with colleagues by sharing relevant information

What you will gain:

• A chance to build confidence and develop valuable skills

• A meaningful role in raising awareness and standing up against elder abuse

• The opportunity to make a real difference in someone’s life

• A supportive, inclusive, friendly and welcoming environment with a well connected team where you can connect and grow professionally

• Experience that adds depth and value to your CV

• Opportunities to resolve complex and sensitive issues with guidance and support from our experienced staff team

• The chance to create tailored approaches within established guidelines to best support each unique situation

• A written reference after a minimum of six months of active volunteering

• Invitations to social events and celebrations where you can connect with fellow volunteers and staff

How do we support you to become an Hourglass Volunteer?

• By following a dedicated and clearly structured volunteer pathway that is robust, resilient and designed to support your journey into volunteering with us

• In house core training module – Helpline Training Course 2- days

• Bespoke Helpline top up training

• *NEW for 2025* Hourglass Volunteer Induction Training Programme – half day/online

• 1:1 and group check ins with staff and volunteers

• Wellbeing Sessions  – debriefing available with Hourglass staff after Helpline calls

What skills do I need?

We look for people who:

• understand and empathise with the charity’s objectives
• are reliable and consistent
• have excellent listening and communication skills
• can listen constructively, analyse objectively, and provide advice and guidance in a non-judgemental and empathetic manner
• can maintain confidentiality
• have good IT skills
• can work as part of a team
• can recognise their own boundaries and seek support when needed
• can demonstrate a positive attitude to older people and an interest in challenging elder abuse
• have the ability to deal appropriately with sensitive issues

Location

This opportunity can be carried out whilst working from home.