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Silver Line Helpline Volunteer

Ongoing

Virtual

The role in a nutshell:

*Currently, we are particularly looking for volunteers who may be able to support on shifts from 5am to 7.30am and 9pm onwards across 7 days a week* You will be an essential part of our 24/7 Helpline Team Providing friendship to older people 24hrs who may feel lonely and isolated. The Silver Line offers support through signposting to other services and referrals to our other Age UK Services.

What will you be doing?

Answering calls to the Helpline, documenting key call information and escalating relevant calls to Team Leaders

Completing a Data Capture form for each call handled

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. 

Online e-learning Volunteer Induction, to include safeguarding= 1.5 hours & can be completed in your own time

Final Virtual Training session via Microsoft Teams= 4.5 hours

Short follow up 1-1= 5/10mins

Account set up & guidance

Half-hour trial shift & 1-1= 45mins

Regular debrief meetings (1 mandatory within 1st 4 weeks)

Monthly Support Groups (not mandatory)

Quarterly call feedback provided

Why do we need volunteers in this role?

The helpline has an ever increasing demand

We need volunteers to help us answer as many calls as we can from older people who need help, support and a friendly chat

Help us to combat loneliness

Additional information:

Calls are handled from the comfort of your own home

You will need access to a PC or laptop with a built-in microphone or headset (calls are handled via your laptop/pc)

Unfortunately, our systems are not compatible with an iPad

We are unable to provide references for any third party and are able to provide this to you only, as a very basic reference showing your length of service

Should you apply, please ensure all questions are answered in full (taking note of the word count) on your application form. You will be required to sign in and create your Age UK volunteer hub account before you can fill the application, 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

Ability to have a good two-way conversation along with a friendly nature

IT literacy is essential to this role for the various platforms used 

 

To find out more please contact: