Helpline Volunteering

Being a Helpline Volunteer

Wellways Helpline is a peer-led, volunteer phone information, support and referral service that provides information to people experiencing mental health issues, as well as their family, friends and carers. Every person working on Helpline has a lived experience of mental health issues.

Helpline volunteers complete a four-hour shift once a week or once a fortnight on a day and time of their choosing.

While on shift, Helpline volunteers answer incoming calls, make outgoing calls to referred individuals and follow-up calls to provide secondary support to earlier callers.

Volunteers assist individuals to navigate the mental health system and provide information about the services available. Volunteers also provide emotional support and therapeutic benefits to callers by lending a non-judgmental ear and promoting social connection and community engagement where appropriate.

Volunteer Intake

Helpline has two volunteer intakes per year (February-March and August-September). The intake process includes an initial phone screen, a group interview and training. Applicants who are successful in both the phone and group interviews will be invited to take part in the initial Helpline training.

Training

The training covers a range of essential topics and skills including:

• The structure of the mental health system,
• understanding mental illness,
• telephone communication skills,
• managing challenging phone calls,
• communicating empathy,
• listening skills, and
• administration skills.

This training is mandatory and is held across six consecutive weeks consisting of six 3 hour sessions. Usually held on Tuesday evenings from 6pm to 9pm. Training is paid for by Wellways and free to all Helpline volunteers.

After training is completed, successful volunteers will undertake an initial four shifts alongside an experienced volunteer. During these shifts, they will listen to how the experienced volunteer works with callers. Once these shifts are completed, volunteers will begin taking phone calls under supervision.

Commitments

Helpline expects a minimum 12-month commitment from volunteers. You would need to do one four-hour shift each week or each fortnight. It is also mandatory that volunteers complete a minimum of 20 shifts over 12 months before a reference can be given.