Purpose: To operate the confidential telephone helpline and listen to survivors.

Trust House Reading provides a confidential helpline service to victims/survivors of rape and sexual abuse aged 18 or above. Helpline volunteers are a key part of this service, and we value their contribution. Helpline volunteers aim to support victims/survivors of rape and sexual abuse by providing a safe space to talk and share their feelings and needs; by providing information and signposting to other relevant organisations/services; and by referring the clients to Trust House Reading’s different services.

Our helpline is an essential support line to many survivors of rape and sexual abuse who rely on our service. We, therefore, ask our helpline volunteers to commit to a minimum of one year on the helpline and we also require them to show dedication to turning up on time and fulfilling their weekly shift obligation.

All volunteers have to successfully complete the Trust House Reading recruitment process and complete Trust House Reading’s specialist training programme, induction and trial period before being accepted as volunteers. Their work is monitored, supported and supervised by the Volunteer Coordinator.
KEY TASKS:

• To maintain confidentiality at all times.
• To arrive 15 minutes prior to the start of your shift and carry out office duties before opening the line. These duties include filling in the time sheet, opening the filing drawers, reading the log book, listening and dealing with any helpline telephone messages.
• Take calls on the telephone helpline during the shift.
• Fill in detailed call logs for every telephone call.
• Attend a mandatory supervision session every month.
• Be willing to use their own initiative.
• To inform the Volunteer Coordinator in advance of any shift that the volunteer is not available, including holiday and hospital dates.
• To arrange cover with another volunteer, if unable to fulfil a designated rota shift.
• Leave the office tidy, with electricity off, doors and windows locked and cups washed.
• Report any problems immediately to a THR staff member.

ESSENTIAL SKILLS:

• To have good verbal, listening and communication skills.
• To be caring and non-judgemental.
• To be reliable, punctual and trustworthy.
• Strong time-management skills.
• No previous helpline experience necessary.
• To believe in Trust House Reading values: supportive, non-judgemental, professional, respectful.
• Able to cope under pressure.
• To adhere to confidentiality and code of conduct policies.
• To participate in on-going training and supervision.
• If a survivor of rape or sexual abuse – to have worked through the personal healing process. Not essential but desirable.
• Experience of working with Trust House Reading or other sexual abuse related voluntary services. Not essential but desirable.
• Awareness of sexual abuse issues and Trust House Reading policies and procedures or, if not aware, willing to learn.
• Excellent interpersonal and communication skills.
• Ability to work independently and as part of a team.
• Trust House Reading needs to raise funds to function and so volunteers are asked to help in promoting the services at one fundraising event every year (minimum) and, if possible, help with fundraising in other ways.