Volunteer role profile: Helpline Operator

Main purpose of volunteer role

To deal with callers with respect and understanding using core skills as appropriate.
To deliver 2 x 2 hour shifts per month (either 6-8pm or 8-10pm).
To attend the Helpline Steering Group meetings every month (2nd Thursday 7-9pm).
To attend Helpline Development meetings every 2 months (last Thursday 7.30pm-9pm).
To arrive on time, allowing for preparation, and commence volunteering on the Helpline on time.
To complete log sheets and other monitoring and feedback as determined by the LGF.
To ensure the helpline station is left tidy for the next volunteer operator.
To notify the Community Services Co-coordinator of any changes required to the information database or any errors.
To allow trainees to listen in on calls as part of their training, as appropriate.
To notify the Helpline Co-coordinator in as much time as possible if you are unable to attend / maintain your commitment to a session.

Strong interpersonal and communication skills.
A good understanding of the diverse Lesbian, Gay, Bisexual and Transgender communities.
You must demonstrate an understanding of and commitment to client confidentiality (in accordance with the LGF Confidentiality Procedures and policy).
You should be confident and comfortable in discussing personal matters with service users.
Able to locate advice and information for service users from the range of information sources available on the helpline.
A commitment to equal opportunities and diversity.
You should be flexible around your volunteering availability.

Completion of core skills training, comprising four days, dates will be advised.
Attendance of ongoing training, as per calendar including induction course.
Any other training as agreed.

Date prepared: 31st March 2006

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