Being a helpline volunteer means that you are providing essential support to people experiencing domestic abuse.

You will be based at your Sanctuary's offices where you will be part of a great team in a friendly and supportive environment.

The main aspects of the role are:

Answering calls to the helpline.


Providing immediate emotional and practical support as appropriate.

Offering confidential, non judgemental information and signposting to other agencies as appropriate.

Taking referrals to refuge.

Finding refuge accommodation out of our area when needed, accessing 'refuges on line' and information as appropriate.

Liaising with colleagues to manage cases as required.

Escalating issues as required.

Keeping up to date with changes in legislation and services offered in the areas relevant to domestic abuse and child protection to ensure that information provided is accurate.

The helpline is covered Monday to Friday on a shift rota basis - 9am to 1pm and 1pm to 5pm

What skills do I need?

Although no previous experience is required and full training will be provided, you will need:

A friendly, calm and sympathetic telephone manner with good listening skills.

The ability to empathise whilst not getting personally involved in an individual's situation.

The ability to provide clear and concise information and guidance when needed.

The ability to remain calm in stressful situations and to successfully respond to and manage conflict. Administration skills including the ability to keep clear and accurate records.

Basic IT skills. The ability to communicate effectively with a wide range of people, including your Sanctuary team members, other volunteers, service users, professionals and partner agencies. The ability to be an effective part of a small team.

To understand and respect issues of confidentiality. A willingness to keep up to date with changes to legislation and services offered as they affect the role.

A commitment to equality and diversity and the impact of this on our service. To support the aims and principles of your Sanctuary.

Please note that, following the training and a period of shadowing, as it is essential that the service we offer to callers is of the highest standard, we only accept volunteers on the helpline who we believe have the skills and ability to cope with the demands of the role.


  • Crime and Criminal Justice
  • Domestic Abuse, Rape and Sexual Abuse
  • Advice and Information
  • Counselling


When can I volunteer?

Mon Tue Wed Thu Fri Sat Sun
Morning Yes Yes Yes Yes Yes No No
Afternoon Yes Yes Yes Yes Yes No No
Evening No No No No No No No


15a Monument Way East
GU21 5LY

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