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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 •
no upper age limit has been specified
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)
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).
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.
AEA 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
This opportunity is compatible with the Saltire Awards for volunteers aged 12-25.