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Message Home and Runaway Helpline Volunteer

Department:  

Services

Hours:                       

A shift of four hours every week would be preferred.

We currently require volunteers between 10am-10pm seven days a week. Due to the complexity of our training, volunteers will gain maximum satisfaction by regular commitment over an extended period of time.

Location:                   

South West London

About Missing People

Missing People provides support for missing children, vulnerable adults and families left in limbo. Last year the charity responded to more than 100,000 pleas for help.

During the last 15 years we have found and reunited thousands of people. Now, through our research and policy activity we are developing our role as an authoritative and campaigning voice on the missing issue.

At the heart of all our activities is a commitment to better the lives of those affected by the missing issue. Our supporters, staff and volunteers make all of this possible.

Donating your time is just as important as donating money and can make a huge difference to our work. We hope you are able to join us.

Services

Our Services team delivers direct help and support to missing children, vulnerable adults and families left in limbo. Staff and volunteers do this by assisting the search and by providing the channels for people to make contact; from public sightings generated via media appeals to Runaway Helpline for young people and Message Home for missing adults.

Duties and about the role:

• Responding to contacts by telephone, email and SMS to the Message Home and Runaway Helpline services
• Listening to the caller and assessing what help they may need
• Exploring the options available to a caller/contact
• Passing on confidential messages on behalf of a caller/contact to their family or carers
• Making referrals to Social Services, the Police or other agencies on behalf of the caller/contact
• Signposting callers/contacts to other organisations if necessary
• Accurately logging calls on our database systems
• Consulting with the Services Supervisor

Essential skills, abilities or qualifications:

Formal qualifications or previous experience is not necessary although previous helpline experience or knowledge of issues relating to young people and missing people may be helpful.

• Excellent communication and listening skills, both verbal and non verbal
• Fluent and colloquial spoken and written English
• Ability to respond to all callers in a calm, empathetic, non-judgmental manner
• Computer literate and ability to understand general database functionality

Training and support

Before being accepted on to our training course, all volunteers need to undertake our selection process which is described in the ‘next steps’ section below. The initial volunteer training course consists of 20 hours, either over eight week nights or over four Saturdays. Volunteers then spend several shifts (11 hours) listening in to calls and completing a helpline induction, before taking calls with support. Volunteers are also asked to attend any ongoing training sessions, talks or volunteer meetings organised.

Volunteers are supported at all times by a Services Supervisor and are debriefed during and after their shift. Supervision takes place after four months of starting on the helpline, which forms the final part of the selection process. Volunteers have several supervisions a year to ensure volunteers are feeling supported, establish any further training needs, discuss progress and development and to exchange any feedback.

Next steps

If you are interested in the Message Home and Runaway Helpline volunteer role, please complete an application form. This can be downloaded by clicking here. You can either complete this online and email it to volunteer@missingpeople.org.uk or print it and post it to us.

When we receive your application form and if you meet our requirements, we will contact you to arrange a short telephone interview. Once completed and if successful, you will be invited to attend a selection day. This consists of a group activity of scenario discussions and a one-to-one interview. You would then need to complete a training course before taking calls. We have a probation period for all volunteers at Missing People

More information

If you need any further information on volunteering having viewed our website, please email volunteer@missingpeople.org.uk or call our volunteer line 020 8392 4550.

Our contact address is: Volunteering, Missing People, Roebuck House, 284 Upper Richmond Road West, London SW14 7JE