The Helpline team provides advice, information and support via telephone, email and other online methods to people experiencing, or at risk of, abuse, as well as referring on to other specialist services and organisations.
Helpline, Admin and Data Support Volunteer will play an essential role in helping our Frontline Leads deliver effective, timely, and high-quality services for older victims of abuse. This role supports the smooth running of our frontline operations by providing helpline and administrative assistance, supporting communications, and helping ensure our processes remain up to date and efficient
Helpline calls and enquiries:
• Provide information about support options and safer ageing.
• Explain safeguarding approaches to service users in a way that they can best understand.
• Ensure service users receive advice and support which is appropriate to their needs in a non-judgemental manner and which clearly identifies realistic and achievable options.
• Provide practical and personal support to service users, assessing the nature of each call/enquiry and responding in an empathetic and supportive manner.
• Treat service users with dignity and respect.
Making referrals:
• Make safeguarding referrals and liaise on behalf of service users who request or require such support.
• Notify the Helpline or other Manager of any circumstances in which there may be immediate risk to a caller and take action as advised and authorised.
Sharing and logging information:
• Maintain Helpline records using the Customer Relationship Management (CRM) database and other internal records.
• Share relevant information relating to calls/enquiries with Helpline colleagues in line with organisational practice relating to data protection and confidentiality.
• Demonstrate a positive attitude to older people and an interest in challenging abuse and promoting safer ageing
• Excellent listening and communication skills
• Maintain confidentiality
• Be reliable and consistent
• Good IT skills to use in-house systems and maintain records (full training and shadowing opportunities provided)
• Understand when it is necessary and seek support from manager or colleagues
• Carry out the role in accordance with Policies and Procedures, including Health and Safety and Equality and Diversity
• Able to recognise and operate within personal and organisational boundaries
• Reliable, organised, and able to manage tasks independently with support
• Good written and verbal communication skills
• Comfortable using email, Office software (or equivalent), and online systems with support and training
• Strong attention to detail and accuracy
• Respectful, empathetic, and committed to safeguarding older people
• Willingness to learn and follow Hourglass policies and procedures
No previous experience in domestic abuse or safeguarding is required – full training will be provided.
Offer of volunteer role is subject to:
• Minimum age 18 years +
• Volunteering interview
• Personal reference checks
• DBS/PVG/AccessNI criminal records checks (if required)
Fully remote / home based
Own access to a laptop or pc and reliable broadband is required
• Min. 3 hours per week (am or pm sessions) Weekdays only (9am – 5pm)
• Commit to staying with the service for a minimum of 6 months post training lasting 2 months Total = 8 months
• Volunteer once a week on a day that suits you
• 3.5 day (virtual/via video call) core Induction Training Course
• Volunteer Welcome to Volunteering Session
• Opportunities to attend and participate in external training events, conferences, webinars
• 1:1 support, reviews and monitoring from the Volunteer Coordinator; frontline staff member, Frontline Managers
Expenses – out of pocket
PRE-APPROVED:
*Attending pre authorised events – authorised volunteering travel and meals, refreshments costs will be reimbursed in line with the volunteer policy
(*if applicable)
• Make a difference – empowering other to combat abuse and promote safer ageing
• Access to a range of training options
• Use and develop skills and build confidence
• Create a network of colleagues and friends
• Gain experience of volunteering to develop personal and career plans
• Training on the abuse of older people, coercive control, and safeguarding practice
• Development in up to date sector specific administrative skills, communication, and working within a frontline support service
• Experience using CRM systems and contributing to the smooth operation of a national charity
• The opportunity to support older people experiencing abuse and make a meaningful impact
• Ongoing support, supervision, and opportunities to grow within your volunteer role
• Written volunteering reference after successful completion of volunteering for 6 months
Responsible to:
England: Front Line Manager(s) / Helpline Manager
Scotland, Wales or NI: locally-based Project Co-ordinators;
Volunteer Co-ordinator
