If you have a desire to help people, good listening skills and a clear speaking voice then you may want to consider volunteering with a telephone helpline. Helplines exist for a wide variety of reasons and causes from Childline and the Samaritans where a listening ear is paramount to local helplines which give information and advice.
If you're not sure which type of helpline volunteering would suit you best, you can get personalized recommendations using our free Volunteer Role Finder.
Can You Commit to This Kind of Work?
Take some time to think about what kind of commitment you would like to give. Are you able to deal with callers who may be distressed, upset or even suicidal? Or would you prefer to volunteer for a helpline which gives out factual information to callers? You can find out more about the helplines operating in your area by consulting your local library or council of voluntary organisations.
When you get in touch with the helpline you would like to volunteer with you will find out whether you will work from a central call centre or whether you will work from home. In the majority of cases you will work from a central office, this is because the technology for working from home may not be in place but also so that trained supervisors can be on hand to provide guidance and support throughout your shift.
Answer a few questions about your interests, skills, and availability and get matched with the types of volunteering that suit you best. Whether you want to work with people, animals, or the environment, we will find your ideal role.
Try our Volunteer Role Finder free, here on this site →Volunteering Hours for Helplines
Helpline opening hours vary. Some run 24 hours a day while others may only operate for a few hours on selected days. You will be asked to commit to a regular time slot once or more a week and to set aside a fixed number of hours such as two or three. This is your shift and ideally you will undertake the same shift each week.
Before you begin you should receive comprehensive training. This will include familiarisation with the equipment as well as listening skills and how to deal with difficult callers. Each helpline will offer unique training that is appropriate to the calls it receives. For example if you volunteer for a debt helpline you will be offered training on consumer advice, benefits, bankruptcy and debt management. For a helpline designed to provide emotional support there may be extensive training over a period of time so that supervisors can prepare you fully and assess your suitability for dealing with sensitive calls. It may be several weeks or longer before you complete your training and are ready to begin answering calls.
Your situation may be slightly different. ask a question below ↓ and our editorial team will reply with our advice.
Qualities Needed to Work on a Helpline
When you log in for your shift you will be expected to represent the values of the helpline to callers. You will need to show patience, tact and diplomacy and take the time to allow callers to fully explain themselves. Some callers may be unclear at first about what they want or need and so you will need to develop the skills to encourage them to express themselves in a way that can be fully understood.
Telephone helpline work can be demanding and challenging. It is certainly unpredictable as you will never know in advance who is calling or what problem or issue they will raise. It can also be incredibly rewarding and makes a significant difference to the lives of callers.
I am calm empathic and enthusiastic. I would really like to volunteer as not only i would like to gain experience i also feel i have a lot to offer for the role.
Thank you
Adam
Thanks
I feel once trained I would have the skills to help many people and the patience to listen to each individual person’s situation
I look forward to hopefully hearing from you
Being able to offer support during a difficult time. Whether its listening, offering encouragement or sign posting.
I work for NHS and can offer a few hours each week as a volunteer .
I would like ti work in any area of voluntary work.
Bless each and everyone peace and prosperity is my motto.
I would like to contribute my skills to helping people with problems during this difficult period and to gain experience for my counselling.
I'm just completing my certificate of Counselling then going on to study a diploma in counselling.
I would like to contribute my skills on a voluntarily basis listening to people on telephone helplines. We are all experiencing difficulties at the moment so I would like to offer support whilst gaining experience.
Thank you
I would like to volunteer maybe on the telephones. Giving advice and being able to support people in times of a crisis. I work a full time job but would be able to give a few hours a week.
I would like to train for voluntary telephone helpline. I have experience of working with elderly tenants in Sheltered accommodation, including those with Mental Health and Learning disabilities. I am able to communicate in South Asian languages including Gujarati, Hindi and Punjabi. I would like to utilise my language skills where there is more need for these languages and where the number of volunteers may not meet the demand (if any) in any area, not necessarily the elderly. I am from Leicester but happy to work phone for a National helpline. I would also consider setting up a helpline for Asian community if required. I am currently studying for Basic and Advance Counselling courses with BSY Home study courses
Ask Voluntary Worker a question
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