Helpline Volunteer

Weardale, Bishop Auckland, Spennymoor, Sedgefield, Peterlee, Seaham, Consett, Crook/Willington, Chester le Street, Teesdale, Newton Aycliffe, Stanley, Volunteering from Home , Durham City

Staff and Volunteers working on our national helpline provide confidential advice and support to callers from all 4 nations of the UK. The Helpline receives calls from older people, friends and families of victims, and professionals and agencies who may be referring victims of elder abuse to Hourglass.


Provide information, advice and support to older people relating to support options from older people experiencing (or at risk of abuse), and sager ageing. To provide accurate and appropriate information and support via telephone, email and other electronic methods, and assist callers to explore their options.

To provide practical and initial emotional support to service users, assessing the nature of each call/enquiry and responding in an empathetic and supportive manner. To 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.

To explain safeguarding approaches to service users in a way that they can best understand, respecting their needs to receive as correct and as full information or advise as they are able to do, providing them with emotional support and treating them with dignity and respect.

Making referrals and liaise on behalf of service users who request or require such support, pursuing conclusions that are satisfactory to the service user.

Skills & Qualities

Understanding and empathy with the charity’s objectives.
Reliable and consistent
Have excellent listening and communication skills
Can listen constructively, analyse objectively, and provide advice and guidance in a non-judgemental and empathetic manner.
Maintain Confidentiality
Good IT skills to use our in-house call handling system and maintain helpline records.
Team work
Recognise their own boundaries and support when needed.

When & Where?

Home based with travel around County Durham

Training and Support Offered/Expenses

Expenses will be reimbursed

Volunteer Benefits

Our volunteers will join a dynamic organisation, develop skills and gain confidence, extensive training is provided,
Make a difference, empowering others to combat elder abuse.
Valuable experience of volunteering that you can add to your CV

Other Information
Hourglass Charity Logo
Hourglass Charity More information
Type: Advice & Guidance, Victim Support, Older People

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