Volunteer as a Lifeline Call Handler

Training and Ongoing Support

• All Lifeline volunteers complete a 3-day volunteer training course before starting to answer calls. The training covers listening skills, mental health awareness, legislation, statutory and voluntary roles, local support services, and administration.
• For the first few months you’ll be paired on shifts with an experienced volunteer. They’ll give you feedback and support, answer your questions, and help develop your confidence.
• All Lifeline volunteers are supported during and at the end of each shift by an trained supervisor to ensure all volunteers feel secure and supported.
• Lifeline holds volunteer group sessions approximately every eight weeks to provide support and additional training.
• The Crisis and Support Helplines Manager, who is responsible for Lifeline, is available to all volunteers from the day they begin training to answer questions or talk through any issues you’re having.

Benefits of Volunteering

• The opportunity to acquire or enhance understanding and skills to support people experiencing mental health issues.
• The opportunity to use your skills and make a difference.
• A sense of reward and satisfaction through supporting others.
• Being part of a team of amazing volunteers.
• Ongoing training and development opportunities
• We’ll cover your travel expenses after a shift, so you can get home safely.

What are we looking for?

• Friendly empathetic manner with good listening and communication skills.
• Comfortable using the telephone and basic IT skills.
• Emotionally resilient and able to cope under pressure.
• Self-aware and able to reflect on your calls.
• Able to maintain confidentiality and anonymity.
• Ability to work as a member of a team.

We ask you to commit to at least two shifts every month and to volunteer for at least 12 months. A shift is 6.40pm – 11.00pm, any day of the week. We are flexible about how you spread out your shifts so that Lifeline fits with your other commitments. We ask you to do this in order to maintain a reliable and quality service to our callers and to reflect the level of investment we put into our new volunteers.

Lifeline is run by Lifecraft, a user-led mental health charity. As a user-led organisation Lifecraft especially welcomes volunteers with experience of mental health issues.

To safeguard our callers Lifeline volunteers are required to complete a DBS (Criminal Records) check. If you have a criminal record, it won’t necessarily stop you from becoming a volunteer. We’ll consider each case individually. Please contact us for more information