Remote Volunteer Family Support Worker National Helpline

Family Lives operate a free confidential helpline for anyone experiencing difficulties in their family or relationship. Our volunteers take calls from parents and carers on a wide range of subjects, whether that might be issues around separation and divorce, isolation, depression, bullying and abuse, dealing with behavioural problems, etc.  You can find out more about our services on our website www.familylives.org.uk 

Parenting and family support from Family Lives (formerly Parentline Plus) through our website, helpline 0808 800 2222, email service at askus@familylives.org.uk and local services.

We are a national service with home-based call takers county wide as well as three call centres in the UK, one based in Old Hatfield in Hertfordshire, one based in Hadleigh in Essex and one in Newcastle. Once trained volunteers sign up for a weekly 4-hour shift comprising 3 hours ‘online’ followed by a debrief session with your supervisor which can lasts around half to one hour.  

We recruit volunteers with a range of backgrounds and experiences though we ask that volunteers have experience of parenting or working with children and young people, are good listeners and have a willingness to learn.  Being remote it will be very important that you have a PC/laptop, headset, good Wifi and a private place to work from home.  

Our training programme is excellent and will give you the opportunity to develop the skills needed to offer empathic support and guidance to callers whatever their circumstances; all shifts are overseen by a regular shift supervisor who provides ongoing remote support.   We ask our volunteers to make a commitment of 1 year (with time off for holidays), obviously we understand that circumstances sometimes make that an impossibility, but can be helpful to know at the outset that is the general expectation.  

We have call taker training sessions in January 2021, this runs over five sessions the dates are below and is done remotely connecting you via a Microsoft Teams link. You would need to be able to attend all five sessions and be available on four occasions to listen into calls, this can be organised remotely.   

January 2021 

Monday 18th – 12 to 4pm 

Tuesday 19th – 12 to 4pm 

Monday 25th – 12 to 4pm 

Tuesday 26th – 12 to 4pm 

Monday 1st February – 12 to 4pm 

We are also running a second training group in January 2021 on Saturday’s 

January / February 2021 

Saturday 23rd  January 

Saturday 30th  January 

Saturday 6th February 

Saturday 13th February 

Saturday 20th February 

Times: 10am to 2pm 

To apply for this role, please contact us for an application form gillianh@familylives.org.uk . We will then be in contact with you to arrange a telephone interview at a time that suits you, we will be able to give you a broad outline of what is involved in the Call Taker role, what we cover during the training and hopefully answer any questions you might have. Please note that all roles offered are subject to a satisfactory DBS being obtained, you will receive details of documentation required prior to your training and this must all be in no later than the second session of your training. 

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