Volunteer Helpline Advisor

Suzy Lamplugh Trust

Location: London, Greater London

Job Type :Voluntary

Category; Social Care/Development , Social Work

Sectors : Social Welfare

Posted: 27 October, 2014

Close data: 25 January 2015

Job Description

~Stalking and harassment affects approximately two million people in the UK every year. As a Helpline Advisor you would answer calls to the Helpline and respond to emails providing advice and information. The Helpline provides advice on a number of topics including criminal and civil legislation, evidence gathering and personal safety. You will also be expected to log each contact accurately in our database. Previous experience in these areas is not mandatory as full training will be given.

As we are a small and growing organisation volunteers will have the opportunity to contribute their thoughts on how we can best expand our services and how we can reach more victims. National Stalking Helpline contributes to forums and discussions with the Home Office and the Association of Chief Police Officers. Working with us could allow a volunteer to make a tangible difference to the issues affecting victims of stalking in the UK.

Voluntary Role Outline Form

Volunteer Role:  Helpline Advisor

To be based at:  Central London Helpline offices

Responsible to: Helpline Manager

Dealing with: Anyone affected by stalking

Expected hours/and or timescale: One duty lasting 3 – 4 hours per week for a minimum of one year

Purpose of role: To provide information and guidance via phone or email to anyone who is or has previously been affected by harassment or stalking.

Main Tasks: To respond to service users via the telephone or email service. To log all contacts to the Helpline accurately and efficiently on the Helpline’s database. Volunteers may also need to make referrals to police officers in certain situations.

To attend ongoing training sessions twice a year to keep skills refreshed and updated. Volunteers are also asked to attend a team meeting once every two months.

Skills required: Be able to maintain confidentiality, excellent listening skills, empathy, willingness to learn new information, be able to explain ideas clearly and concisely, a familiarity with Microsoft Office software and a commitment to equal opportunities policies and practices.

What support/training will the volunteer receive?

Volunteers will receive training in communication skills, confidentiality, criminal and civil legislation relating to harassment, stalker typologies, personal safety and Helpline policies and procedures. Volunteers will attend ongoing training sessions twice a year to refresh their skills.

Volunteers will have a colleague available throughout every shift for support and debriefing purposes. Once every three months the volunteer will have a skills review with the Helpline Manager and once every two months there will be a team meeting.

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