Silver Line Helpline Volunteer

The role in a nutshell:

*Currently, we are particularly looking for volunteers who may be able to support with shifts after 4.00pm on weekdays or anytime between 7.00am and 10.00pm over the weekend* In this role you will form an essential part of our 24/7 Helpline Team, providing information and friendship to older people who may feel lonely and isolated. The Silver Line offers support to people in many ways; through signposting to other services, by offering a friendly chat at any time of day or night, and through referrals to our other Age UK Services. The Helpline is a crucial service, as it is often the first point of contact for older people who need support.

What will you be doing?

Helpline volunteers are the first point of contact for older people, offering empathy, patience, understanding and impartiality to every caller. In this role you will be answering calls to the Helpline, documenting key information from the calls and escalating relevant calls to the Helpline staff team as needed.

How would you be supported in this role?

Training is provided at the start of your role to ensure you feel confident and well prepared. Initially, this consists of an online e-learning Volunteer Induction, to include safeguarding (which takes around 1.5 hours and can be completed in your own time). We will set you up with your accounts and provide guidance on this, before the final Virtual Training session via Microsoft Teams (lasting up to 6 hours). Once training is complete, you’ll be invited to join a short follow up 1-1. We’ll then book you in for a half-hour trial shift, followed directly by a check-in for any feedback or further support that may be required. We ask volunteers to book 1 fixed regular shift per week, with any further shifts being completely flexible, ensuring we’re using your valuable time when the helpline is busiest. Your Volunteer Team will provide group support via debriefs and we ask that you attend 1 within the first 4 weeks. You will also be able to book onto weekly Support groups, which can be themed around various issues or topics. Moving forward, we’ll provide regular 1-1 sessions to provide feedback on your role.

Why do we need volunteers in this role?

Volunteers in this role act as the first point of contact for older people, ensuring that calls are handled in a way that respects the individual and reflects The Silver Line’s values. We are seeking volunteers for this role due to a growing demand for the service, to ensure we can answer the increase in calls we are receiving.

Additional information:

As a Helpline Volunteer you can do your role from the comfort of your own home. You will need access to a PC or laptop with a built-in microphone or speaker, or a headset with headphones and a microphone. Unfortunately our systems are not compatible with an iPad. *Should you apply, please ensure all questions are answered in full on your application form, thank you.*

What skills, interests or experience might be helpful in this role?

In this role, a willingness to listen with empathy, understanding and without judgement is important. Further, excellent communication skills and IT literacy are essential to this role. Experience of providing support to people over the telephone and/or in a helpline environment can be helpful, but this is not required.

To find out more please contact: