Advice information volunteer volunteer roles

Role Title: Advice and Information & Signposting Volunteer 

Weekly Hours: Minimum 4 hours per week

Expenses: Expenses are compensated where applicable such as travel 

Commitment: At least 6 months 

Responsible to: The Service Navigation Lead

Project overview: 

The Information, Advice & Guidance (A&G) Service sits within our Mental Health Support Services (MHSS) team. It provides residents with accurate information, advice and signposting, helping people to find the right support, at the right time, while ensuring safe and consistent service delivery. 

This is a non-crisis service. Volunteers are not expected to provide counselling, befriending, or personal opinions. Instead, volunteers help callers by listening empathically, providing factual information from approved sources, and signposting to the most appropriate services under the guidance and supervision of the Referral & Access Lead (RAL). 

Mind in Kingston is a local charity supporting people with mental health issues and campaigning to raise awareness of mental health in Kingston and surrounding areas. We are affiliated with National Mind but operate independently across the Borough of Kingston upon Thames. 

Volunteers play a vital role in ensuring the accessibility and effectiveness of this service. We welcome volunteers from all walks of life — whether or not you have lived experience of mental health issues. You will receive structured training, ongoing supervision, and be part of a supportive and inclusive team that values your time and contribution. 

Main purpose of the role: 

• To provide confidential, accurate, and consistent information and signposting to people contacting Mind in Kingston’s A&G service by phone, email, or web enquiry. 

• To offer empathic listening and practical information within defined role boundaries. 

• To help individuals access the right service or source of support, internally within Mind in Kingston or externally through local and national organisations. 

• To ensure all enquiries are recorded accurately using the web-based enquiry form and handled in line with data protection and safeguarding policies. 

• To escalate all risk or safeguarding concerns immediately to the Referral & Access Lead. 

Tasks will include: 

• Answering incoming telephone calls, emails, and online enquiries during allocated shifts. 

• Providing information and signposting based on verified sources such as Mind in Kingston’s signposting directory and local service guides. 

• Logging all enquiries accurately using the online enquiry form. 

• Conducting call backs as directed by the Referral & Access Lead. 

• Escalating any safeguarding, crisis, or risk concerns immediately following Mind in Kingston’s escalation protocols. 

• Researching and maintaining up-to-date knowledge of local and national services. 

• Participating in regular supervision, debriefs, and team meetings. 

• Maintaining confidentiality, professionalism, and clear boundaries at all times. 

Boundaries and Role Parameters 

To ensure safe and high-quality service delivery, volunteers must: 

• Not provide counselling, therapy, or befriending. 

• Not give personal opinions or advice — all responses should be factual and guided by verified resources. 

• Not manage crisis situations independently any indication of risk or crisis must be escalated to the Referral & Access Lead immediately. 

• Work only within designated service hours and communication channels. 

• Follow data protection and confidentiality policies at all times. 

This ensures volunteers are supported and protected, and that all service users receive safe, accurate, and appropriate information. 

What you will receive in return: 

• Training in skills that will include mental health awareness and boundaries. 

• Training in adult safeguarding and local procedures. 

• Training for any other skills as identified by yourself and your supervisor. 

• Regular check-in with your supervisor, reflective supervision, and managerial support. 

• An opportunity to learn new skills and develop existing ones while being a part of a supportive team at Mind in Kingston. 

• Reimbursement of reasonable expenses. 

• Professional references upon completion. 

What we expect from you: 

• Commitment to a minimum of 6 months volunteering. 

• Completion of all required training prior to taking calls or enquiries. 

• Adherence to Mind in Kingston’s policies, including: 

• Confidentiality and data protection 

• Safeguarding 

• Health and safety 

• Equal opportunities 

• A calm, empathetic, and non-judgemental approach to all service users. 

• The ability to communicate clearly and sensitively with people who may be experiencing distress. 

• Willingness to engage with supervision and feedback. 

• Safe handling and return of any equipment issued. 

• If volunteering from home, ensuring you have a confidential and private space from which to work. 

Application Process: 

• Two references (one from a professional contact) are required. 

• An enhanced DBS check is necessary. 

• An Interview

• Completion of mandatory Onboarding, Induction and training process

We ask volunteers for two references, one of which must come from a professional connection such as a current or previous employer or a tutor. You will also need to undergo an enhanced DBS (Disclosure and Barring Service) check, as you will be working with vulnerable adults.

Volunteering that changes lives—together.
Be part of a welcoming community where your leadership helps cats thrive and people make a lasting difference

Volunteering is and always will be at the heart of Cats Protection. It is joyful and inclusive. As a charity, working in partnership, together we transform the lives of cats, people and communities.

The difference you will make to cats and people

Without the passionate and committed teams of volunteers across Cats Protection we wouldn’t be able to help the thousands of cats and kittens each year that rely on us for help. Our Cat welfare team leaders have the important role of coordinating, encouraging and supporting teams of fosterer volunteers and cat care volunteers. They help make sure volunteers with direct cat care roles are happy and confident and provide advice and guidance when needed. This incredible teamwork means we are able to help more cats and kittens in need.

You can expect us to

• Make you feel welcome, included and respected in line with our values and behaviours
• Support you in having a positive and impactful experience at Cats Protection
• Cover agreed out-of-pocket expenses in line with our Expenses Policy
• Provide you with access to learning, development and engagement opportunities

A bit more information about this role and the team

This role is a team leader and committre role suited to someone who has experience of leading a team, strategic planning and decision making to supprt the team.

What we need from you

You’ll be:

• Volunteering alongside colleagues including the branch coordinator/team leader, Cat Welfare team, branch development manager and Vet team to ensure that cat care policies, procedures and standards are applied
• Support fosterers to follow cat welfare policies and procedures
• Acting as the main point of contact within the branch for cat welfare and ensuring that welfare updates are shared and implemented effectively
• Supporting the branch by ensuring that accurate and up to date records of all cats helped are maintained, using specified systems
• Attending relevant volunteer training sessions and encouraging other volunteers to do likewise
• With the other volunteers, recruit, induct and support all branch fosterers and cat care volunteers
• Represent the branch at relevant meetings
• Play an active part in the branch committee, being part of the branch team leading on cat adoption information and updates
• Collaborating with the cat adoption team leader to ensure the highest standards of cat care are applied in line with our policies and procedures

Action for Refugees in Lewisham (AFRIL) is a dynamic local charity established in 2006. We support asylum seekers, refugees, and vulnerable migrants, to lift themselves out of poverty and rebuild their lives in the heart of our community. We provide both crisis support to meet immediate need, and longer-term, flexible programmes to tackle the underlying problems that lead people to be in crisis.

We are a team of 15 majority part-time paid staff (9 FTE) and over 100 volunteers. AFRIL works with residents in Lewisham, Greenwich, Southwark, Bexley and Bromley. In the last 12 months AFRIL has supported over 750 individuals. 

AFRIL’s Casework and Advocacy Team provides complex casework and legal interventions in the areas of housing and homelessness, Asylum Support, Benefits, No Recourse to Public Funds and Community Care. AFRIL also offers community activities to the residents of a local Asylum Support Hotel. Activities are arranged in situ at the hotel, as well through trips and outings.

Your duties will include:
Community Activities Volunteer
● Arrive promptly to support AFRIL staff to set up the Community Activitysession which, depending on the day, could include:
    ○ Arts & craft activities
    ○ ESOL / english conversation practice
    ○ It is also possible you will support a group on an outing to amuseum, to AFRIL’s Allotment of Refuge or to another location.
● As a volunteer, your role during these activities will involve supporting the staff to deliver the relevant activities, and will specifically include:
    ○ Engage all participants in a warm and friendly manner, making all feel welcome and involved
    ○ Support new participants to complete the registration forms, and log attendances on the register
    ○ Putting out resources, materials, games and actively support participation in such activities
    ○ Arranging and distributing food and drink to members
    ○ Helping the group to navigate safely if out on trips

Outreach Volunteer
● Arrive promptly at 12.15pm to support AFRIL staff to set up the Outreach Advice session.
    ○ Welcome clients to the drop in, provide an overview of how AFRIL can support, record basic information to pass onto AFRIL caseworkers
    ○ Oversee a queue system of those seeking advice from Caseworkers
    ○ Provide clients with refreshments, build rapport and field basic questions about the outreach session whilst clients are waiting

Duties for both roles also include:
● Undertake comprehensive training (including safeguarding training) to support you in carrying out your volunteer role.
● Uphold AFRIL’s values when working alongside staff, volunteers and clients, and follow AFRIL’s policies and procedures at all times.
● Be vigilant of any safeguarding concerns and report these swiftly to AFRIL staff.

AFRIL’s Community Activities & Outreach Volunteer will have the opportunity to volunteer at AFRIL’s Community Activity sessions (weekly) and Outreach Advice sessions (fortnightly). The volunteers will provide friendly and professional support to participants, collect basic information and support AFRIL staff where appropriate. 

Our volunteers are crucial in supporting AFRIL staff to obtain the best outcomes for our clients, and this role will provide you with valuable insight into the immigration system and its many challenges.

The Coroners' Courts Support Service (CCSS) is a registered Charity whose trained volunteers give emotional and practical support to bereaved families and other witnesses attending an inquest.

We need volunteers to provide emotional support and practical help to bereaved families, witnesses and others attending Inquests at Coroners' Court. Our volunteers at court also provide help and assistance to the Coroners' Officers, as and when required.

We are looking for reliable, supportive people with excellent communication skills. A mature and calm attitude is needed in order to be able to talk to people during a sometimes bewildering and emotional experience. Volunteers must be willing to undergo a period of observations and shadowing, as well as attend a 3 day training course. A minimum commitment of one day (9:00am - 5:00pm) per fortnight is asked for. Training and mentoring is provided and travel expenses to the court are reimbursed.

New volunteers should possess good communication and listening skills and the ability to empathise with people they support.

The Coroners' Courts Support Service (CCSS) is a registered Charity whose trained volunteers give emotional and practical support to bereaved families and other witnesses attending an inquest.

We need volunteers to provide emotional support and practical help to bereaved families, witnesses and others attending Inquests at Coroners' Court. Our volunteers at court also provide help and assistance to the Coroners' Officers, as and when required.

We are looking for reliable, supportive people with excellent communication skills. A mature and calm attitude is needed in order to be able to talk to people during a sometimes bewildering and emotional experience. Volunteers must be willing to undergo a period of observations and shadowing, as well as attend a 3 day training course. A minimum commitment of one day (9:00am - 5:00pm) per fortnight is asked for. Training and mentoring is provided and travel expenses to the court are reimbursed.

New volunteers should possess good communication and listening skills and the ability to empathise with people they support.

The Coroners' Courts Support Service (CCSS) is a registered Charity whose trained volunteers give emotional and practical support to bereaved families and other witnesses attending an inquest.

We need volunteers to provide emotional support and practical help to bereaved families, witnesses and others attending Inquests at Coroners' Court. Our volunteers at court also provide help and assistance to the Coroners' Officers, as and when required.

We are looking for reliable, supportive people with excellent communication skills. A mature and calm attitude is needed in order to be able to talk to people during a sometimes bewildering and emotional experience. Volunteers must be willing to undergo a period of observations and shadowing, as well as attend a 3 day training course. A minimum commitment of one day (9:00am - 5:00pm) per fortnight is asked for. Training and mentoring is provided and travel expenses to the court are reimbursed.

New volunteers should possess good communication and listening skills and the ability to empathise with people they support.

The Coroners' Courts Support Service (CCSS) is a registered Charity whose trained volunteers give emotional and practical support to bereaved families and other witnesses attending an inquest.

We need volunteers to provide emotional support and practical help to bereaved families, witnesses and others attending Inquests at Coroners' Court. Our volunteers at court also provide help and assistance to the Coroners' Officers, as and when required.

We are looking for reliable, supportive people with excellent communication skills. A mature and calm attitude is needed in order to be able to talk to people during a sometimes bewildering and emotional experience. Volunteers must be willing to undergo a period of observations and shadowing, as well as attend a 3 day training course. A minimum commitment of one day (9:00am - 5:00pm) per fortnight is asked for. Training and mentoring is provided and travel expenses to the court are reimbursed.

New volunteers should possess good communication and listening skills and the ability to empathise with people they support.

The Coroners' Courts Support Service (CCSS) is a registered Charity whose trained volunteers give emotional and practical support to bereaved families and other witnesses attending an inquest.

We need volunteers to provide emotional support and practical help to bereaved families, witnesses and others attending Inquests at Coroners' Court. Our volunteers at court also provide help and assistance to the Coroners' Officers, as and when required.

We are looking for reliable, supportive people with excellent communication skills. A mature and calm attitude is needed in order to be able to talk to people during a sometimes bewildering and emotional experience. Volunteers must be willing to undergo a period of observations and shadowing, as well as attend a 3 day training course. A minimum commitment of one day (9:00am - 5:00pm) per fortnight is asked for. Training and mentoring is provided and travel expenses to the court are reimbursed.

New volunteers should possess good communication and listening skills and the ability to empathise with people they support.

The Coroners' Courts Support Service (CCSS) is a registered Charity whose trained volunteers give emotional and practical support to bereaved families and other witnesses attending an inquest.

We need volunteers to provide emotional support and practical help to bereaved families, witnesses and others attending Inquests at Coroners' Court. Our volunteers at court also provide help and assistance to the Coroners' Officers, as and when required.

We are looking for reliable, supportive people with excellent communication skills. A mature and calm attitude is needed in order to be able to talk to people during a sometimes bewildering and emotional experience. Volunteers must be willing to undergo a period of observations and shadowing, as well as attend a 3 day training course. A minimum commitment of one day (9:00am - 5:00pm) per fortnight is asked for. Training and mentoring is provided and travel expenses to the court are reimbursed.

New volunteers should possess good communication and listening skills and the ability to empathise with people they support.

The Coroners' Courts Support Service (CCSS) is a registered Charity whose trained volunteers give emotional and practical support to bereaved families and other witnesses attending an inquest.

We need volunteers to provide emotional support and practical help to bereaved families, witnesses and others attending Inquests at Coroners' Court. Our volunteers at court also provide help and assistance to the Coroners' Officers, as and when required.

We are looking for reliable, supportive people with excellent communication skills. A mature and calm attitude is needed in order to be able to talk to people during a sometimes bewildering and emotional experience. Volunteers must be willing to undergo a period of observations and shadowing, as well as attend a 3 day training course. A minimum commitment of one day (9:00am - 5:00pm) per fortnight is asked for. Training and mentoring is provided and travel expenses to the court are reimbursed.

New volunteers should possess good communication and listening skills and the ability to empathise with people they support.

The Coroners' Courts Support Service (CCSS) is a registered Charity whose trained volunteers give emotional and practical support to bereaved families and other witnesses attending an inquest.

We need volunteers to provide emotional support and practical help to bereaved families, witnesses and others attending Inquests at Coroners' Court. Our volunteers at court also provide help and assistance to the Coroners' Officers, as and when required.

We are looking for reliable, supportive people with excellent communication skills. A mature and calm attitude is needed in order to be able to talk to people during a sometimes bewildering and emotional experience. Volunteers must be willing to undergo a period of observations and shadowing, as well as attend a 3 day training course. A minimum commitment of one day (9:00am - 5:00pm) per fortnight is asked for. Training and mentoring is provided and travel expenses to the court are reimbursed.

New volunteers should possess good communication and listening skills and the ability to empathise with people they support.

The Coroners' Courts Support Service (CCSS) is a registered Charity whose trained volunteers give emotional and practical support to bereaved families and other witnesses attending an inquest.

We need volunteers to provide emotional support and practical help to bereaved families, witnesses and others attending Inquests at Coroners' Court. Our volunteers at court also provide help and assistance to the Coroners' Officers, as and when required.

We are looking for reliable, supportive people with excellent communication skills. A mature and calm attitude is needed in order to be able to talk to people during a sometimes bewildering and emotional experience. Volunteers must be willing to undergo a period of observations and shadowing, as well as attend a 3 day training course. A minimum commitment of one day (9:00am - 5:00pm) per fortnight is asked for. Training and mentoring is provided and travel expenses to the court are reimbursed.

New volunteers should possess good communication and listening skills and the ability to empathise with people they support.

We have an exciting opportunity for a new Treasurer to join our board.

As Treasurer, you will work alongside our Finance Manager, the finance sub-committee and our trustee board to oversee the financial strategy and risk management processes of our organisation, to ensure its financial viability and legal compliance. To apply, you must have some financial qualifications (or relevant experience) and have some knowledge or experience of charity finances, fundraising, financial consequences and pension schemes.

Working with the Finance Manager, finance sub-committee (including the CEO) and trustee board, the Treasurer will oversee the financial strategy and risk management processes of the organisation, to ensure its financial viability and legal compliance.

We want our board to have a diverse range of experiences and backgrounds, so if you think you’re not a typical Trustee, then you might be just what we’re looking for!  You'll need commitment and enthusiasm to help us shape the work and strategic direction of our forward-thinking charity.

Becoming a Trustee offers a great opportunity to gain experience in leadership, governance and strategy, and is a wonderful way to give something back to your local community - some employers may even give you time off to volunteer.

Citizens Advice Winchester District provides free advice to over 5,000 local people each year, many of whom are in desperate and extremely challenging situations and have nowhere else to turn.

We look forward to hearing from you!

Lead Volunteer Role Description

• To update the Volunteers’ Rota from the Court diary and ensure that each Volunteer in the team and the CCSS office has a copy. Wherever possible, the Rota should be kept on a computer for updating and emailed to the rest of the team and the office. 

• Ensure sufficient numbers of Volunteers are on duty for effective and appropriate support for bereaved families and witnesses who attend the Inquests.

• To arrange and re-arrange the Rota between the Volunteers, noting any holiday or leave of absence dates.

• Ensure a finalised Rota is sent to the office at the end of each month in order for volunteer expenses to be checked and processed.

• To ensure that all the Volunteers have each other’s contact details and the Volunteer emergency contact details are included in the court file and updated when changes occur.

• To ensure monthly and yearly statistics are kept up to date and to send the Monthly Statistics to the Volunteer who collates the stats at the end of each month.

• To ensure there are sufficient Report Forms for the Volunteers’ use if collecting stats in paper format.  If alternative methods of collecting stats are used, to ensure that the team are all using the same method.

• To inform the Operations & Training Manager and the CCSS office of the need for more Volunteers or of any leavers.

• To assist with the recruitment interviews and induction of new Volunteers.

• Responsible for the support of new Volunteers and their final sign off.  Where the Lead Volunteer has concerns about the level of support required or the competency of a new Volunteer, they should refer those concerns to the Operations & Training Manager.

• To organise Volunteer team meetings (minimum of 3 meetings per year) and to inform the Operations & Training Manager and the CCSS office via email of the dates of these so they can attend if necessary/appropriate.

• To immediately refer any serious concerns raised by the Coroner or Coroner’s Officers to the CEO.

• To inform the CEO immediately of any issues or concerns that arises at the Court that might impact on the CCSS.

• To provide local information for the Helpline Court Information Sheet when requested.

• To ensure the team follow the practices of the court and work in partnership with the court staff.
• To forward any testimonials about the support provided by our volunteers to the CCSS office.

• Responsibility for maintaining the stock of CCSS leaflets.

• Organise cover for themselves when they are on holiday or need to take time off.