Frequently asked questions

What is the hub?

Through the hub you can apply for many of our exciting volunteer roles, as well as update your personal details and contact your volunteer manager. It will also keep you updated as you progress through your application.

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How can I use it?

You can access our hub via your computer, tablet or smart phone. We recommend using a modern browser such as Google Chrome or Firefox.

Our FAQ’s will hopefully provide a simple guide on how to use the system. But if you have any problems, we are always happy to help, you can contact us here.

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How do I sign up?

Simply apply for a volunteer opportunity you are interested in; you will be asked a few details required to both progress your application and set up your account.

Once you have typed in your email address, a verification code will be sent to your inbox in order to verify your account.

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How do I sign in?

Once you have set up your account, you can sign in at any time by going to our sign in page. You will then be asked to enter your email (the one you first applied with) followed by your password. Quick tip – you can also use your existing social accounts (Google, Microsoft, LinkedIn or Facebook) to sign up.

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I’ve forgotten my password

If you have forgotten your password, you can reset it on the sign in page, by clicking on the ‘forgotten your password?’ link, then simply enter your email address and click on the ‘send verification code’ button.

You should receive an email within a minute or so, make sure you check you spam folder if you haven’t received it within 5 minutes. (Some email services such as Outlook use ‘Focused’ and ‘Other’ tabs so be sure to check both if you can’t find the email).

Click on the link in the email, which will take you to a page where you will be able to reset your password. (Please note the link must be used within 10 minutes, otherwise you with need to request a new reset link).

Your password must be at least 8 characters long and include at least 3 of the following:

• a lowercase letter
• an uppercase letter
• a digit
• a symbol

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My username hasn’t been accepted

Your username will be the email address you first applied with. If you receive a message saying your log in details have not been recognised, double check that there are no slight spelling mistakes and if so, just try again. Alternatively, did you use a different address? If your email address is still not recognised, you can contact us here.

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Updating my personal details

You can update most of your personal details at any time by going to the Contact Information page once you are signed into the volunteer portal.

You will not be able to edit the title, name, date of birth or email address fields. However, if you need to update these details you can contact us here.

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How is my data used?

Data collected will be used to progress your volunteer applications and then if successful facilitate your volunteering going forward. You will also have the chance to opt in (via email, telephone, mobile text message) or opt out (via post) to additional communications about the vital work we do for older people, our fundraising appeals, and other opportunities to support us, as well as the products and services you can buy.

Your preferences can be updated at anytime on the Contact page of the volunteer Hub.

Age UK’s full Privacy Policy is available here.

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How can I see the status of my application?

Once signed in, simply click on the ‘my opportunities’ link at the top, right hand corner of the page. This will display any volunteer opportunities that you are currently in the process of applying for. To the right of each opportunity, it will display the current stage of the application process. For instance, ‘Application submitted’. If you click on the opportunity, it will display more information about it, including what it involves, its location and the contact details of the team managing your application.

As your application is progressed, we will also send you a quick email to keep you updated, so that you don’t have to keep checking back on the Hub.

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What are tasks?

As your application progresses there may be times when we need a bit more information or we need you to complete the next stage of the process. You will receive an email to let you know if there is a new task to complete. Alternatively, when you are logged into your account, just click on the ‘My tasks’ button near the top righthand side of the screen. Where you will be able to see and complete any outstanding tasks.

Depending on the role you have applied for this could be an online ID check, or an online training module, via our linked eLearning platform, Moodle. All of these elements can be accessed straight from the hub.

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ID Checks

Some of our volunteer roles involve supporting people who may be more vulnerable or may involve having access to personal information, so it is important we get the right people involved and as part of that the application process may include an ID check.

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What is Yoti?

Yoti is a secure platform which allows us to check IDs online via an integrated app. You will be prompted to scan or take a photo of your identity document, which Yoti will then verify. It then uses facial recognition technology to verify that you are the legitimate owner of the document. You will be asked to take a live ‘selfie’ which is then compared to the identify document to ensure a match.

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Is Yoti secure?

All personal data collected during the ID check process, including your identity document information and facial biometrics, are encrypted and stored securely on Yoti's servers. Yoti employs strong encryption algorithms to protect your data from unauthorized access. Yoti then confirms to us that your ID check has been successfully completed.

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Which documents are accepted?

You can verify your identity on Yoti via a wide range of ID’s including your passport, driving licence, national identity card, UK CitizenCard, UK Young Scot Card, UK Post Office PASS Card or your British resident permit.

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I am unable to use the app to check my ID

If you don’t have access to a current passport or driving licence or would prefer not to use the Yoti platform to verify your ID that’s no problem. Just let us know and we can verify your identity via a video call or in person if it is for one of our local Age UK volunteering roles.

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Who can act as a referee for me?

We don’t require formal workplace references, simply someone who has known you for over 6 months and is not related or a partner to you. It's a good idea to let your referee know in advance that we will be contacting them to request a reference, as if they are not expecting it, they may miss the email and the process could be delayed.

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What if they don’t have an email address?

That’s no problem, if your referee doesn’t have an email address you can provide their phone number as an alternative. We will give them a quick call to complete a reference with them. Again, it is worth letting your referee know, so that they will expect a call from us.

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My referee didn’t receive an email

It may be worth double checking with them their email address. If it is correct make sure they have double checked their spam folder for an email from noreplyvolunteer@ageuk.org.uk.

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eLearning

Whenever you volunteer it is incredibly important you feel confident in what you are doing. Which is why we provide training for most of our roles before you get started. Some of this may be face to face and some may be via the eLearning platform, Moodle. Which is a great way to get up to speed with all you need to know for your new role from the comfort of your own home.

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How do I complete a program?

Any courses you need to complete prior to volunteering will be assigned to you via the ‘My tasks’ page on our volunteer hub. Simply click on the training link and you will be taken to a sign in page. Click on the ‘Age UK Volunteer Platform Login’ button and fill out your email address and password (which will be the same as your sign in details for the Hub). Once signed in you will see a list of your training courses. Then just click the ‘go to course’ button to begin.

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Login issues

Your login details for the Moodle platform will be the same as for the volunteering hub.

If you have forgotten your password, you can reset it by clicking on the ‘forgotten your password?’ link on the Moodle sign in page, then simply enter your email address and click on the ‘send verification code’ button.

You should receive an email within a minute or so, make sure you check you spam folder if you haven’t received it within 5 minutes. (Some email services such as Outlook use ‘Focused’ and ‘Other’ tabs so be sure to check both if you can’t find the email).

Click on the link in the email, which will take you to a page where you will be able to reset your password. (Please note the link must be used within 10 minutes, otherwise you with need to request a new reset link).

Your password must be at least 8 characters long and include at least 3 of the following:

• a lowercase letter
• an uppercase letter
• a digit
• a symbol

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I’ve completed my training program, why hasn’t it updated?

As you progress through your courses, you will be able to track your progress, via the small pie chart to the right of each course title. If you hover over it, it will display what percentage of the way through the course you are or a green tick once you have completed it.

You don’t have to finish each course in one go, it will automatically save your progress and you can pick up where you left off once you are ready again.

Some elements of a course may require you to read a document, once you have done so, remember to click ‘Mark as done’ to progress to the next stage.

Once a course is completed you will also receive a course certificate which will be sent to your email inbox

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