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Volunteering Opportunity: VO71362

  • Telephone Helpline Volunteer
    with Hourglass Scotland.

    Created/last updated: 15/09/2020

    About this opportunity:We're looking for 5 home-based volunteers to take calls on our Helpline, providing confidential advice and support to callers, helping them explore their options, and/or taking action to support them if necessary
     •  This will involve: Answering Helpline calls (and or e-mail enquiries, although this is not compulsory) Making referrals to other agencies Reporting concerns about callers (if necessary) Taking part in ongoing training and support (including meeting with other volunteers)
     •  Keeping records of calls
     •  We will provide extensive training and support, call-handling equipment, and ongoing support from our staff and other volunteers
     •  We will cover all out-of-pocket expenses, and provide certificates for completed training
     •  You must be able to commit to 4 hours per week for at least 6 months, as well as taking part in 8 days of training which will be staggered over 2/3 months
     •  Although this is a home-based role, you must be able to travel to Fife regularly to meet with our staff and other volunteers
    Takes place:
    Minimum age:18
    Maximum age:no upper age limit has been specified
    Training provided:You will receive around 8 days training, staggered over a 2/3 month periods, including: Essential Helpline skills Old and Protected? (overview of legislation, processes and support to protect vulnerable people) Advice options IT systems and record-keeping Practical sessions, including shadowing current helpline operators, listening to call recordings, and case study scenarios You will also receive ongoing support from AEA Scotland's Service Coordinator and Director, other Helpline volunteers, and Helpline staff in our London office.
    Out of pocket expenses paid?
    Yes - We will provide call-handling equipment and cover all phone and travel costs (and accommodation if necessary for attending training).

    Experience required:Enjoy working with older people Excellent communication and listening skills Able to build a rapport with older people, and/or people in distress Able to provide empathy, advice and support in a clear and professional manner Can manage own workload, and cope with challenging and emotional callers Willing to undertake extensive training (around 8 days staggered over 2/3 months), and commit to a minimum of 6 months.

    Restrictions on who can volunteer
    No restrictions were specified.

    Application process:Application Form; Interview; PVG membership required; References

    Taster available?No, not for this opportunity.

    Travel DetailsAEA Scotland currently only has two staff members (who works at home), therefore you will be expected to carry out this work in your own home. Training will take place in a community centre in Dunfermline. Our staff will be able to offer you full support

    Saltire AwardThis opportunity is compatible with the Saltire Awards for volunteers aged 12-25.