Telephone Helpline Response Volunteers

To provide a telephone advice and support service, assisting callers to explore the options available to them regarding elder abuse, and taking action with their agreement and on their behalf in accordance with organisational policies. Works as a member of the helpline team

To respond appropriately to telephone and written enquiries.
Undertake administrative support to the General Office as required;
Undertake any other duties at a similar responsibility level as requested.

To answer helpline calls, providing appropriate information, advice and support to callers, and to write appropriate and accurate responses to written enquiries from service users within agreed timescales;

Provide practical and emotional support to callers, assessing the nature of each call and responding in an empathetic and supportive manner, ensuring callers receive advice and support which is appropriate to their needs in a non-judgemental manner and which clearly identifies realistic and achievable options.

Explain safeguarding approaches to callers in a way that they can best understand, respecting their needs to receive as correct and as full information or advice as they are able to do, providing them with emotional support, and treating them with dignity and respect regardless of the approach taken by them;

As authorised by organisational policy, to make safeguarding referrals and liaise on behalf of callers who request or require such support, pursuing conclusions that are satisfactory to the caller. To notify the Helpline Staff or a member of management of any circumstances in which there may be immediate risk to a caller and to take action as authorised.

To identify own needs for support, including emotional support, and use support services as needed. To attend and participate in training events as required.
To maintain records of all helpline calls personally taken;
Assist in maintaining Helpline records both on paper and with I.T systems.

Liaising with agencies on behalf of callers
• Making referrals to relevant agencies
• 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 relevant training sessions
• Adhering to health and safety regulations and to Action on Elder abuse equal opportunities policy
• Under direction from line manager, respond to contact from service users/callers using a variety of methods, including telephone, email, SMS, online chat, and other written reports.
• Understand when it is necessary to seek support from more experienced
colleagues or external agencies, and take appropriate action.
• Make referrals to other agencies when necessary, including adult
protection issues on the advice of the manager
• To be able to recognise and work within personal and organisational boundaries
• This list is not exhaustive and we welcome suggestions from our volunteers on how we can help them to use and develop their skills.

Action on Elder Abuse (AEA) is a established organisation working to prevent the abuse of older people
Staff and volunteers working on the Helpline provide confidential emotional support and practical help to callers. The Helpline also receives calls from friends and families of victims, and other professionals and agencies who may be referring victims of elder abuse to Action on Elder Abuse.