Being a helpline volunteer means that you are providing essential support to people experiencing domestic abuse. This role is home based and you are provided with a mobile phone on which you will take helpline calls. There is always a staff member on call so that you have access to support, information or guidance at any time. 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.

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 in shifts:

Weekdays 5.00pm - 9.00am; Weekends 9am to 1pm; 1pm to 5pm; 5pm to 9am. There is some flexibility on timings

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.


  • Domestic Abuse, Rape and Sexual Abuse
  • Advice and Information


When can I volunteer?

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

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