Volunteer Telephone Support Worker

NHS; Sunderland; On-site; GBP 10,000 - 40,000; Full time

Job summary

A healthcare organization in Sunderland is inviting volunteers to support their 24/7 mental-health helpline. Volunteers will provide emotional support and signposting to callers while working with a team of support workers. This flexible role requires a commitment to shifts that match your availability, making a positive impact on others' lives while developing new skills through training. Travel expenses are reimbursed up to £5 per day.

Benefits

Travel expenses reimbursement

Qualifications

• Volunteer must be over 18 and complete an Enhanced DBS check.
• No prior experience required; lived experience is welcomed.
• Ready to commit to flexible shifts that fit your availability.

Responsibilities

• Provide emotional support and signposting to callers on our helpline.
• Collaborate with telephone support workers and shift supervisors.
• Participate in comprehensive training and ongoing skill development.

Skills

Empathy

Teamwork

Communication under pressure

Job description

We are inviting volunteers to support our 24/7 mental‑health helpline. Volunteers provide emotional support and signposting to callers, working within a team of telephone support workers and shift supervisors. The role is flexible, with shifts arranged to fit your availability.

About us

Mental Health Matters (MHM) is a national charity with more than 35 years of experience delivering high‑quality mental‑health and social‑care services across England. Our helpline provides a crucial lifeline, offering compassionate listening and crisis de‑escalation for NHS trusts.

Job responsibilities

• Provide emotional support and signposting to callers on our helpline.
• Collaborate with telephone support workers and shift supervisors to deliver best‑practice service.
• Participate in comprehensive training and ongoing skill development.

Requirements

• Volunteer must be over 18 and complete an Enhanced DBS check.
• No prior experience required; lived experience is welcomed.
• Ready to commit to flexible shifts that fit your availability.

Person specification

• Empathy and a desire to make a positive impact on others’ lives.
• Understanding of different perspectives and calm communication under pressure.
• Team‑player who is willing to learn new skills and develop listening abilities.

Additional information

Waterside House, Sunderland Enterprise Park, St Catherine's Ct, Sunderland SR5 2TZ

Travel expenses (up to £5 per day) will be reimbursed.

All volunteers must comply with the Disclosure and Barring Service check, as required by the Rehabilitation of Offenders Act (Exceptions Order) 1975.