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Digital helpline volunteer volunteer volunteer roles

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Family Action
Remote
Unpaid role, expenses paid
Voluntary

Actively Interviewing

This organisation is scheduling interviews as applications come in. They're ready to hire as soon as they find the right person. Don't miss your opportunity, apply now!

Job description

What does a Helpline Volunteer do?
FamilyLine operates as Family Action’s National Helpline, open Monday – Friday, 9am – 7pm to anyone 18+ experiencing challenges related to family life. Volunteers use a digital system to volunteer from their own home, offering listening & emotional support, suggestions, guidance & signposting via telephone, webchat and text messages. Volunteers are trained to support using an empathetic, people-focused approach to ensure everyone who accesses the service feels included and receives the support they need. Volunteers are also able to make referrals to other services, such as FamilyLine’s Counselling & Befriending service, or the Family Action grants programme.

How often would I need to volunteer?
FamilyLine volunteers choose the days & times for their own shifts of at least 2 hours per week. We are looking for a commitment of at least 12 months.

What skills do I need?

  • Listening skills
  • Empathy, and non-judgemental attitude
  • Ability to remain calm under pressure
  • Teamwork skills, with the ability to work independently
  • Reliability – able to commit to training, shifts and supervision
  • Reflective skills & commitment to growth
  • Can-do attitude – willingness to learn new approaches, new skills & new IT systems!

What’s in it for me?

  • Make a difference to the lives of families across the UK
  • Acquire telephone and digital support skills & experience, and participate in training to further your knowledge
  • Be part of a friendly team supporting vulnerable families, volunteering alongside others with shared values

Recruitment and Training:
All applications will be shortlisted for interview. Those successful will be invited to our group training sessions.

Please note that group training cannot be moved, and if you are unable to attend, unfortunately you will not be able to proceed to the role. Please see below for dates:

  • Introduction to FamilyLine: Monday, 14th September, 11:30am – 2:30pm
  • Safeguarding: Thursday, 17th September, 11:30am – 2:30pm
  • System, Call Structure & Processes: Tuesday, 22nd September, 11:30am – 2:30pm
  • Data Capture (Analysis and Recording): Tuesday, 29th September, 11:30am – 2pm
  • Call Skills Practice: Thursday, 1st October, 11:30am – 2pm
  • Webchat Skills Practice: Monday, 5th October, 11:30am – 2pm
  • 1-1 Supervised Shift: Flexible, between 9th October – 20th November (To be arranged after training is completed)

How do I apply?
To apply, please click the 'Redirect to Recruiter' button at the top of the advert. This will take you to our 'Expression of Interest' page. Please complete this to receive an application form within 24 hours. 

Organisation
Family Action View profile Organisation type Registered Charity Company size 501 - 1000

Family Action is an award-winning national charity working from the heart of local communities across England and Wales.

Posted on: 09 July 2026
Closing date: 31 July 2026 at 08:54
Tags: Advice / Information, Helpline, Mental Health

The client requests no contact from agencies or media sales.