Volunteering on the helpline

Domestic Violence Freephone Helpline, run in partnership with Women's Aid

We are based in central London, close to Charing Cross and the City, so helpline volunteers must be able to travel to that area.

What kind of person are you looking for?

Volunteers must be able to commit to working a minimum of two regular four-hour shifts per month. These are the qualities, skills and experience we look for:

Women who:

• Are committed.
• Are non-judgemental.
• Find it easy to empathise with people.
• Have good listening skills.
• Understand how important it is not to give prescriptive advise - and can understand the positive effects of empowering someone and the dangers of trying to rescue them.
• Are committed to Refuge's philosophy, aims and values of protection and empowerment.
• Have the ability to work under pressure and handle difficult situations.
• Have experience of working on a telephone helpline, or in a position offering advice and support is desirable, but not essential.

What kind of work do helpline volunteers do?

Staff and volunteers working on the Helpline provide confidential support, and practical help, to women experiencing domestic violence, and to agencies working with abused women and their families. This involves:

• Answering calls on a four-hour rota basis, as agreed with Helpline management.
• Listening, and offering support and practical help to callers.
• Giving support to professionals calling the line, and liasing with agencies on behalf of callers.
• Making referrals to women's refuges.
• Performing any administrative tasks connected with taking calls before ending shifts.
• 'Handing over' (all relevant information) to staff/volunteers on the incoming shift.
• Attending support group meetings and supervision sessions as agreed.
• Attending any future, relevant training sessions.
• Adhering to health and safety regulations and to Refuge's equal opportunities policy.

Volunteers sign a confidentiality agreement before training, and are expected to follow the terms of that agreement at all times.

We ask that volunteers give as much notice as possible when they need to take time away from the helpline. If a volunteer is absent from the Helpline for two months or more, she may be asked to complete some or all of the training again before resuming shifts.

I'm interested - what happens next?

The first step to becoming a volunteer is filling in an application form. You can download these and return them to us at 4th Floor, International House, 1 St Katharine's Way, London E1W 1UN or email through to volunteering@refuge.org.uk

Volunteers go through a 10-week training programme (usually one evening per week and a couple of Saturdays). The programme helps volunteers explore definitions of domestic violence; learn about Refuge and our services; role-play various scenarios; gain some knowledge of legal redress, benefits and housing issues, and 'shadow' an experienced helpline worker.

If you would like to find out more contact volunteering@refuge.org.uk