Toolkit | Working with helpline volunteers

Nicola James
Helplines Partnership - Working with helpline volunteers toolkit image of a lady smiling at home wearing a telephone headset

This toolkit is a guide for organisations considering working with volunteers as part of their helpline, advice or support line, telephone befriending service or webchat support.

It will help you consider the preparation you need to make and the processes to go through from recruitment to retention.

A helpline is often the first point of contact for people desperate for help, making a brave initial step to getting support. So it's important you have the right people with the right skills in place.

The working with helpline volunteers toolkit covers:

  • Why people volunteer
  • Getting ready for helpline volunteers
  • Key documents¬†
  • Recruiting volunteers
  • Volunteer checks
  • Providing on-going support
  • Retaining helpline volunteers
  • Sources of information about working with volunteers
  • Next steps

If you have questions about working with volunteers, or want to learn more, talk to us.

Download this publication