Prisoners' Families Helpline Volunteer
OFFERED BY:
Prison Advice and Care Trust (PACT)Location(s): Aspley, Basford, Berridge, Bestwood, Bilborough, Bulwell, Bulwell Forest, Castle, Clifton East, Clifton West, Dales, Hyson Green and Arboretum, Leen Valley, Lenton and Wollaton East, Mapperley, Meadows, Radford, Sherwood, St Ann's, Wollaton West, Outside of Nottingham City
Address where volunteering takes place: This is a home-based opportunity How many places are on offer? Several
Purpose of Role:
The Prisoners’ Families Helpline provides support to loved ones of those affected by the Criminal Justice System across England and Wales.
To provide advice and information to family members, friends, prisoners and professionals by responding to incoming telephone calls.
Please note that this role is still open and accepting enquiries, but the role has been filled and you will be added to a waiting list.
To provide advice and information to family members, friends, prisoners and professionals by responding to incoming telephone calls.
Please note that this role is still open and accepting enquiries, but the role has been filled and you will be added to a waiting list.
ROLE DESCRIPTION:
To provide advice and information to family members, friends, prisoners and professionals by responding to incoming telephone calls. You will respond to queries by providing direct information, signposting to other relevant organisations and making referrals to Pact colleagues as well as other family support services such as Barnardos, Spurgeons and Nepacs. Below are a few examples of calls received on the helpline:
• Trying to find out which prison someone has been sent to
• Concerns regarding the wellbeing of a prisoner
• How to keep in contact with someone in prison
• How to send money to someone in prison
• What to do after someone has been arrested
• What support is available to someone after release from prison
This role is being offered remotely, so you will need to have access to a laptop/computer, a smart phone and an internet connection. A quiet working environment is also required.
Time commitment: We expect volunteers to commit to working a minimum of one shift per week, for a period of at least 6 months.
The helpline is open 7 days a week, 9am-8pm Monday-Friday and 10am-3pm on weekends. The shifts we have available are as follows:
Monday – Friday: 9am-1pm,1pm-5pm or 5pm-8pm
Weekends: 10am-3pm
(If you wish to work multiple shifts, please let us know)
• Answering daily telephone calls, providing information and guidance
• Escalating any urgent/imminent safeguarding calls with the prison
• Making referrals and signposting to Pact colleagues and other external organisations
• Updating an Excel spreadsheet logging all calls taken
• Communicating with other colleagues on shift as well as Shift Supervisors
Training
You will be required to undertake our Safeguarding and Professional Boundaries training online, as well as attending our role-specific Helpline training via Zoom. You will also have access to various other training modules on our new eLearning platform.
Checks
This role is subject to:
• 2 satisfactory references
Support and Supervision
We will provide a full induction and regular supervision to support you in the role.
Benefits to you
• Make a huge difference to prisoners and families
• Gain valuable experience and a strong awareness of the Criminal Justice System
• Gain practical skills and experience
• Develop skills and enhance your CV for future employment / volunteering opportunities
• Join a great team of supportive, respectful and caring individuals
• Trying to find out which prison someone has been sent to
• Concerns regarding the wellbeing of a prisoner
• How to keep in contact with someone in prison
• How to send money to someone in prison
• What to do after someone has been arrested
• What support is available to someone after release from prison
This role is being offered remotely, so you will need to have access to a laptop/computer, a smart phone and an internet connection. A quiet working environment is also required.
Time commitment: We expect volunteers to commit to working a minimum of one shift per week, for a period of at least 6 months.
The helpline is open 7 days a week, 9am-8pm Monday-Friday and 10am-3pm on weekends. The shifts we have available are as follows:
Monday – Friday: 9am-1pm,1pm-5pm or 5pm-8pm
Weekends: 10am-3pm
(If you wish to work multiple shifts, please let us know)
• Answering daily telephone calls, providing information and guidance
• Escalating any urgent/imminent safeguarding calls with the prison
• Making referrals and signposting to Pact colleagues and other external organisations
• Updating an Excel spreadsheet logging all calls taken
• Communicating with other colleagues on shift as well as Shift Supervisors
Training
You will be required to undertake our Safeguarding and Professional Boundaries training online, as well as attending our role-specific Helpline training via Zoom. You will also have access to various other training modules on our new eLearning platform.
Checks
This role is subject to:
• 2 satisfactory references
Support and Supervision
We will provide a full induction and regular supervision to support you in the role.
Benefits to you
• Make a huge difference to prisoners and families
• Gain valuable experience and a strong awareness of the Criminal Justice System
• Gain practical skills and experience
• Develop skills and enhance your CV for future employment / volunteering opportunities
• Join a great team of supportive, respectful and caring individuals
SKILLS AND QUALIFICATIONS:
Experience
Working on a helpline or experience of talking to people on the phone in a professional capacity
Working in a team
Handling sensitive data
Skills / Abilities
Listening
Empathy
Determination
Teamwork
Verbal & written communication skills
Good I.T. literacy
Attitudes
Empathy
Non-judgemental
Can-do attitude
Flexible
Genuine desire to help people
Working on a helpline or experience of talking to people on the phone in a professional capacity
Working in a team
Handling sensitive data
Skills / Abilities
Listening
Empathy
Determination
Teamwork
Verbal & written communication skills
Good I.T. literacy
Attitudes
Empathy
Non-judgemental
Can-do attitude
Flexible
Genuine desire to help people
WHEN REQUIRED:
This grid shows when you can volunteer for this opportunity.
| Monday | Tuesday | Wednesday | Thursday | Friday | Saturday | Sunday | |
|---|---|---|---|---|---|---|---|
| Morning | |||||||
| Afternoon | |||||||
| Evening |
ADDITIONAL INFORMATION:
Are there age restrictions for this opportunity? Yes
Age Restrictions:
18+
Are there gender restrictions for this opportunity? No
Gender restrictions:
Is the opportunity accessible to disabled people? Yes
Disability restrictions:
How long before volunteer can expect a response?
We will try to respond to volunteer enquiries within one week
How long to complete training and recruitment?
Online learning at your own pace
Volunteer Expenses offered? Yes
Induction and Training offered? Yes
Support and Supervision offered? Yes
Has a risk assessment been carried out? Yes
DBS Disclosure required? No