The aim of the service is to offer a space to anyone who may need to talk. Volunteers undertake a rigorous training programme in which they learn to listen to callers in a non-judgemental way and respond non-defensively. This kind of listening can be difficult to come by, especially if someone is in crisis, or if friends/family or other helpers feel pressured to find solutions or ‘rescue’ the person. Sometimes people are isolated or have nobody close to talk to. The helpline can also signpost callers to other sources of information on local groups, services, and other resources.
The helpline operates in line with the overall aims and principles of Bristol Mind to campaign for a socially just society, which promotes and sustains good mental health for all.
Volunteers will be asked to:
· Attend all training (see training programme above) and ongoing quarterly training.
· Staff the helpline once per fortnight for four hours at our offices in central Bristol (near Broadmead).
· Volunteer for a minimum of 12 months after training.
· Take calls and offer emotional support.
· Record information in line with the service’s procedures.
· Participate in the monitoring of the service.
· Support fellow volunteers on the line.
· Take responsibility for arranging shift cover if unable to work your planned shift.
· Attend volunteer team meetings in-person at our offices.
· Receive regular one-to-one supervision over the phone from staff.
· Work in accordance with all of Bristol Mind’s principles and policies, and undertake further training where required.
· Share in covering occasional Bank Holiday shifts, including New Year.
· Cover some weekends – one shift in every four must include a Friday, Saturday, or Sunday evening.