Helpline Volunteer - FamilyLine

What does a Helpline Volunteer do? FamilyLine operates as Family Action’s National Helpline, open Monday – Friday, 9am – 7pm to anyone 18+ experiencing challenges related to family life. Volunteers use a digital system to volunteer from their own home, offering listening & emotional support, suggestions, guidance & signposting via telephone, webchat and text messages. Volunteers are trained to support using an empathetic, people-focused approach to ensure everyone who accesses the service feels included and receives the support they need. Volunteers are also able to make referrals to other services, such as FamilyLine’s Counselling & Befriending service, or the Family Action grants programme. How often would I need to volunteer? FamilyLine volunteers choose the days & times for their own shifts of at least 2 hours per week. We are looking for a commitment of at least 12 months. What skills do I need? Listening skills Empathy, and non-judgemental attitude Ability to remain calm under pressure Teamwork skills, with the ability to work independently Reliability – able to commit to training, shifts and supervision Reflective skills & commitment to growth Can-do attitude – willingness to learn new approaches, new skills & new IT systems! What’s in it for me? Make a difference to the lives of families across the UK Acquire telephone and digital support skills & experience, and participate in training to further your knowledge Be part of a friendly team supporting vulnerable families, volunteering alongside others with shared values Recruitment and Training: All applications will be shortlisted for interview. Those successful will be invited to our group training sessions. Please note that group training cannot be moved , and if you are unable to attend, unfortunately you will not be able to proceed to the role. Please see below for dates: Introduction to FamilyLine: Monday, 14th September, 11:30am – 2:30pm Safeguarding: Thursday, 17th September, 11:30am – 2:30pm System, Call Structure & Processes: Tuesday, 22nd September, 11:30am – 2:30pm Data Capture (Analysis and Recording): Tuesday, 29th September, 11:30am – 2pm Call Skills Practice: Thursday, 1st October, 11:30am – 2pm Webchat Skills Practice: Monday, 5th October, 11:30am – 2pm 1-1 Supervised Shift: Flexible, between 9th October – 20th November (To be arranged after training is completed) How do I apply? To apply, please click the 'Redirect to Recruiter' button at the top of the advert. This will take you to our 'Expression of Interest' page. Please complete this to receive an application form within 24 hours.