Digital helpline volunteer volunteer volunteer roles

Purpose of the Role

This volunteer role is a key part of the HFEH Mind team delivering a range of services across Hammersmith and Fulham, Ealing, and Hounslow. We support clients with mental health with both clinical and non-clinical interventions.

The volunteer will work on our Mind Within Counselling Service which offers low cost counselling up to 20 sessions of varied modalities. to residents in Spelthorne and residents across Hammersmith and Fulham, Ealing, and Hounslow. Our volunteer will support the Mind Within Counselling team with numerous tasks beginning with the projects administration and triage (once trained).

Main Responsibilities

To work closely with the Mind Within Counselling team and support the service with enquires, & service users to access the service.  

Tasks:

· Answer any queries from both professionals and service users that come through to the Mind Within inbox.

· Triage clients for the service through an onboarding process.  

· Support with follow up surveys for those who have accessed the project and obtained their feedback to improve our services.

· Support the Mind Within Counselling team to promote the service to the local community.

· Liaise with our digital marketing lead to ensure the service is being promoted on social media.

· A willingness to undertake training courses.

· Uphold HFEH Mind values and behaviours.

General Responsibilities :

• Undertake any other duties commensurate with the level of the role.

• Embrace diversity and share in our commitment to equality of opportunity and to eliminating discrimination.

• Share our commitment to safeguarding adults and children at risk of harm.

• Use the charity’s resources efficiently and effectively to ensure that our financial resources are demonstrably used for the benefit of our service users.

• Ensure that information is obtained, used, and stored in accordance with our Data Protection and Confidentiality policy.

Type of person we are looking for:

We welcome applications from those completing studies in Psychology, Counselling/Psychotherapy, or any Allied Health Profession with a focus on supporting those with mental health needs. 

However, your attitude, motivation, and commitment are just as important as your training/qualifications, or any previous experience. We will review all applications individually and assess them on their unique merits, so do not be discouraged from applying if you do not meet all the criteria listed below. 

We encourage applications from those with lived experience of mental health problems, as well as those from Black, Asian, and minority ethnic communities.

Essential:

· An interest in supporting those with mental health needs to access Mind Within Counselling.

· An appreciation of the complex factors that can precipitate, maintain, and exacerbate mental health problems.

· Good oral and written communication skills (including listening skills); the ability to communicate in a patient, considered, and empathetic manner.

· Excellent organisational skills, with the ability to follow administrative procedures.

· A team player who is willing to chip in and work reflexively, responding to the challenges that arise from working in a dynamic environment.

· IT skills – able to update spreadsheets, use web-based applications, video-conferencing software, and Microsoft Office applications.

Desirable:

· Experience of supporting people with mental health needs, in a voluntary, paid, or personal capacity (i.e., friends and family).

· Previous involvement with local community groups/networks/feedback groups.

· Awareness of the cultural barriers that may exist to seeking mental health support.

· Able to speak other languages fluently to support the cultural diversity demographics of the boroughs.

Time commitment and expenses:

· 6-12 hours per week (including a 1-hour lunch break), during our core hours of 10AM – 4 PM. Please indicate your preferred volunteering day(s)/time(s) on your application.

· We request a minimum commitment of 8-12 months of volunteering after the completion of your induction.   

· We will provide volunteers with an induction, training, and ongoing mentoring to support them in the role .

· Reasonable travel expenses will be reimbursed.
 

HFEH Mind value equal opportunities; and are proud to foster a workforce of volunteers and employees that reflects the diverse communities we serve. We welcome applications from all suitably qualified persons from all backgrounds.

HFEH Mind are committed to creating and fostering a culture that promotes safeguarding and the welfare of all children and adults at risk. Our safer recruitment practices support this by ensuring that there is a consistent and thorough process of obtaining, collating, analysing and evaluating information from and about candidates to ensure that all persons appointed are suitable to work with children and vulnerable adults.

Post is subject to an enhanced DBS check.

ABOUT THE ROLE
As part of our Community Support team, you will play a key role in ensuring the fulfilment of our users' needs by sharing information about our services, projects, and activities; this takes place in person, through our digital channels and helpline. Additionally, you will be responsible for keeping up to date information about other services and partner organisations.
The primary challenge faced by the Latin American community is the language barrier, which hinders their comprehension of the UK system and their entitlements. Taking part in the Community Interpreting service, you will support service users in navigating these obstacles, enabling them to establish a more integrated life in the UK.

This is an exciting opportunity for anyone who wants to better understand the challenges faced by the Latin American community in London; use their language skills in a positive and impactful way; and develop valuable administrative and customer service skills in a multicultural, fast-paced organisation.

MAIN TASKS AND RESPONSIBILITIES
● Connecting service users to our services, projects and activities in person or by answering phone calls and emails
● Supporting users with general enquiries, referring them to relevant services within our organisation as well as signposting and referring to external services
● Registering users on our database and keeping accurate records of services offered
● Monitoring internal calendars and appointments
● Sharing useful, up-to-date information with users as instructed by other team members
● Ensuring internal communications, flyers and handouts are up to date
● Interpreting calls for service users and supporting with non-official translations
● Supporting community members with basic application forms
● Liaising with staff in other departments and with external contacts

PERSON SPECIFICATION
● Good verbal and written communication skills in English and Spanish and/or Portuguese
● Ability to work effectively as a member of a team and with a diverse population of service users, staff and partners
● A caring, sensitive and non-judgemental approach
● Ability to cope with stressful and emotionally challenging issues
● Professionalism to handle sensitive and confidential information
● Excellent organisational skills, attention to detail and ability to multitask
● Ability to set their own work priorities, take initiatives and work with minimal supervision
● Good IT skills, including in using Microsoft and Google suite packages and different database systems

ADDITIONAL REQUIREMENTS 
● Two references from current/previous employers
● Enhanced DBS Check (completed through IRMO)
● Safeguarding Level 1 (completed through IRMO)
● One month trial period

BENEFITS FROM VOLUNTEERING AT IRMO
● Gives the opportunity of helping others and to give back
● Creates an ideal space to learn new skills in a multicultural, cooperative and inspiring environment
● Get involved with the Latin American Community and increase knowledge of the situation of Latin American migrants in the UK
● Helps to gain experience and strengthen previous skills to face UK’s competitive job market;
● Enhance CV and get references (after a 3-month period) for further impact on the employment status
● Participate in training sessions with high-quality learning outcomes (in-house and external) in areas related to the role
● Receive regular supervision and support.

We are seeking trustees with the following skills, to help us end poverty for older people across the UK:
fundraising
brand / marketing / engagement
business development / transformation / innovation / technology.

What will you be doing?

You would be joining a strong, experienced Board who are working together with our dedicated charity staff to tackle poverty in later life.

As we head into 2026, the final year of our current strategy period, we will continue to build on the strong foundations we've established, with the expectation that a new strategy will be approved at our September 2026 Board meeting. 

As well as being Board members, trustees generally serve on at least one of our Board committees.

What are we looking for?

We are seeking trustees who are concerned about the growing impact of poverty in later life on our society, and can bring us any of the following skills : finance, fundraising, brand / marketing / engagement, business development / transformation / innovation / technology. 

We particularly encourage applications from people who have backgrounds, characteristics or perspectives that align with the priority groups we have identified (please see pack).

What difference will you make?

Like all charities, we are run by a Board of Trustees that sets our overall direction. Our trustees also provide detailed oversight of our fundraising, finance, risk, investments, governance, impact services and policy work through Board committees. 

With a goal to help transform lives, change attitudes and create a society that works for autistic people, the UK's leading autism charity, the National Autistic Society, is looking for three new Trustees to join the Board and help navigate their future challenges.

Applications close Monday 12th January

Who we are

The National Autistic Society (NAS) is the UK’s leading charity for autistic people and one of the country’s major charities, with a turnover of around £100 million. Since 1962, we’ve been transforming lives, changing attitudes and helping to create a society that works for autistic adults and children.

We are active across England, Northern Ireland, Scotland and Wales, and have a network of volunteer-run branches across the UK. As well as adult services and schools, we run a range of programmes, have dedicated diagnostic services and run specialist helplines. We also work closely with businesses, local authorities and the government to help them provide more autism-friendly spaces, deliver better services and improve laws. And we improve public understanding of autism and the difficulties many autistic people face.

We’re continuing to advocate on longstanding issues such as social care funding and campaign for what autistic people need to see in the forthcoming autism strategy in England and its equivalent in Northern Ireland, Scotland and Wales. We’re also growing our branch network – including national online branches – and we are working on a new mental health programme combining research, digital guidance and policy influencing.

This is a truly transformational and vital time to be part of our Charity. We are in the latter stages of our Vision to Reality Strategy for 2023-2026, which sets out the role of NAS in creating a society that works for autistic people.

We’re proud of what we’ve achieved – but there’s always more to be done. As the economic, social and political landscape changes, our strategy must evolve to reflect changes. We need to ensure we continue to increase our fundraising and commercial activities to deliver the scale of impact required.

We’re looking for three new Trustees to join our Board to help us navigate future challenges.

Who we are looking for

• Our Schools Governance Group

We are also looking for two Trustees to join our School Governance Group, one who will chair the committee and one who will be a member of the committee. Our family of schools includes our four independent specialist schools, supporting children and young people from the age of 4 to 22. We aim to make sure we are continually challenging our schools, keeping everyone safe, monitoring their progress and getting the best possible outcomes for all of our pupils in all of our schools.

Previously, we carried out a review of the local governance arrangements of our schools. Historically, the independent schools in NAS were governed locally by an LGB, which brought excellent opportunities for partnership working; however, as time went on, we required a model that would ensure consistency of challenge, support and monitoring across all our schools. We have amended our LGBs locally; the groups focus on partnership working, whilst the strategic direction, development, challenge and support for the executive, assurance and governance sits firmly with our Schools Governance Group as a sub-committee of the trustee board.

Our new Chair of the Schools Governance Group will have strong knowledge and experience of schools, school governance, the DfE and Ofsted and be a senior leader with experience in education and special educational needs. The new Chair of the committee will work closely with our Director of Education and Children’s Services, Chief Executive, Chair of the Board, Chair of the Independent Safeguarding Committee and our Trustee with safeguarding expertise.

The additional member of this committee will be someone who brings strong experience and insight in Special Educational Needs and Disabilities (SEND) and safeguarding. Your expertise will play a vital role in ensuring that our culture and decision-making processes fully reflect best practice in supporting children and young people with SEND, and in maintaining the highest standards of safety and well-being across our organisation.

• Chair of Quality & Assurance Committee

Our current Chair of the Quality and Assurance Committee will shortly be completing their term and we seek a successor with a strong background in adult social care and safeguarding, as well as a solid understanding of commissioning.

This is an opportunity for someone who can offer both constructive challenge and thoughtful support — a person who brings insight, curiosity and a balanced perspective to complex discussions. The ideal candidate will combine strategic oversight with a collaborative and compassionate approach, helping to ensure that quality, safety and continuous improvement remain at the heart of our work. They will be confident in asking the right questions, guiding reflective debate and fostering a culture of openness and accountability across the Committee and the wider organisation.

We’re looking for people who can provide strategic direction, appropriate oversight, scrutiny, challenge, leadership and passion to support our development.

We’re keen to ensure our Board is diverse in every way and we’re committed to ensuring our Trustees reflect our society, our Charity and the people we represent and support. We welcome applications from autistic people, their families and carers. To achieve greater diversity, we’re actively encouraging applications from people of all backgrounds and regions. We can work with you to make reasonable adjustments to ensure you contribute fully to being a member of our Board. Our Pioneer project is focused on ensuring our organisation is an exemplary employer of autistic people. This also extends to our Board.

• Time Commitment

The National Autistic Society Board meets four times, with one overnight strategy away day every year. Our meetings are a blend of face-to-face and virtual meetings. Our Trustees with education experience will join our School Governance Group, which meets quarterly, usually online. Our Quality & Assurance Committee also meets quarterly. We expect the overall time commitment to be approximately one day per month, including reading board papers, ad hoc conversations with board members and the executive and the opportunity throughout the year to visit our services and schools, as well as represent NAS at events.

Please click 'Redirect to recruiter’ to be redirected to the Peridot Partners website, where you can find full details of the candidate profile and register your interest to apply.

Applications for this role close Monday 12th January.