Join Hourglass as a Helpline Volunteer and help create a safer, more respectful society for older people. We are the only UK wide charity solely focused on ending harm, abuse and exploitation in later life. The Hourglass Helpline Volunteer role involves offering support and guidance via telephone, email and digital channels, listening with empathy, explaining safeguarding processes, making referrals, and advocating for those in need. You will help identify individuals at risk, maintain accurate records, and work closely with our team to ensure every voice is heard. There are also opportunities to take part in in-person events and community engagement to rase awareness of and promote our mission.
• Offering information and support via telephone, email and other digital methods
• Providing both practical guidance and emotional reassurance to those who reach out
• Listening carefully and responding with empathy to each unique enquiry
• Explaining safeguarding processes in a clear and supportive way
• Making safeguarding referrals and advocating on behalf of service users
• Alerting management when someone may be at immediate risk
• Keeping accurate records using our customer relationship management system and internal tools
• Collaborating with colleagues by sharing relevant information
• Identifying individuals who may be open to sharing their stories with the media
We will fully support, guide and train you over a period of x2 days (across 3-4 sessions). Training is delivered virtually.
What are we looking for?:
• Kindness, patience and strong communication skills that helps our callers feel heard, supported and at ease throughout the conversation Reliability and a genuine interest in supporting older people
• Understanding and empathy with Hourglass (Safer Ageing) objectives.
• No formal experience required—just a willingness to help
• 100% reliability and a minimum commitment of : 2* hours min. per week for 6 months
Criteria and Requirements:
• Minimum age 18 years +
• Application Form and Interview – informal
• Personal reference checks x2
• DBS/PVG/AccessNI criminal records checks (if required)
(This role involves working with vulnerable adults. A DBS check is required, and it is a criminal offence to apply if you are barred from working with vulnerable groups)
Home based volunteer role and potential for in person volunteering, alongside our welcoming and friendly team of front line staff.
We have an established volunteer management strategy, policy and guidance for applicants so you feel welcomed, safe and supported in your volunteer role with us. We strive to achieve best practice in our volunteer offer and retain our volunteers through recognition and reward of their contributions. We offer non mandatory opportunities to participate in social events either in person or virtually, and one to one support with the volunteer coordinator.
Pre approved volunteer expenses will be reimbursed in line with our expenses policy.
Our volunteers will join a dynamic organisation, develop skills and gain confidence, extensive training is provided,
Gain knowledge and experience of supporting service users in the following sectors within The abuse of older people
• Helpline - Good practice, techniques and tips for handling calls
• Adult Safeguarding awareness training
• Other agencies and their roles
• Mental Capacity Act
• Civil and Criminal law (the basics)
You will make a positive difference, empowering others to combat elder abuse.
Valuable experience of volunteering that you can add to your CV - min. 6 months active volunteering required
