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Helpline Volunteer

Organisation Details

LGBT Foundation - Volunteer Programme

Activity type: Administration, Advice, Information and Support, Asylum Seekers and Refugees, Counselling and Listening, Disability , Domestic Violence, Drugs, Alcohol and Addictions, Education, Health and Wellbeing, Human and Civil Rights, LGBT+, Mental Health, Race and Ethnicity, Religion
Sub theme: Culture, Domestic Violence, Health and Wellbeing, Human and Civil Rights, LGBT+, Mental Health
Stellify Award: This opportunity is part of 'Make a Difference'
Organisation Description: LGBT Foundation are a national charity with LGBTQ+ health and wellbeing at the heart of everything we do. We celebrate and empower LGBTQ+ individuals and our diverse communities to realise their full potential, every day.

We provide services and activities that give a lifeline to those in need, offering hope and support on their journey towards achieving their aspirations.

Our vision is a world where queer liberation enables meaningful and lasting change and plays a vital part in a more equal and just society.

We recognise the diversity and strength of our communities. We create safe spaces, amplify voices and work with our partners and allies to drive positive change.

Since 1975, we’ve been transforming the lives of LGBTQ+ people across the UK. The same spirit that fuelled our beginnings still drives us today. We are committed to championing the unique voices, experiences and cultures of LGBTQ+ people across the UK.

We know that challenges still exist, but we remain optimistic about the progress we can make together, towards a fairer and more inclusive world where queer hope and joy flourish.
Description of role: Please apply via our online application form: https://form.jotform.com/220763317176355

About the Role:

LGBT Foundation is an impactful, vibrant charity with a wide portfolio of well-established services and rapidly
developing new initiatives to meet the needs of LGBTQIA+ people. Our helpline service has been running for
many years, and we celebrated our 50th year of delivery in January 2025. We are currently looking for new
volunteers to join our team at this exciting time.

Our helpline is a national service, and we receive calls and contacts from across the UK and beyond. Since
delivering this service, we have supported people with a range of different presenting needs including coming
out, questioning their sexual orientation and/or gender identity, sexual health information, issues around mental
health and wellbeing, feelings of isolation, issues in the workplace, reporting hate crime, finding out about local
support services, accessing advocacy support, questions about general health and healthcare and many more.
As a trusted provider for LGBTQ+ communities, there are times when people will contact us where they may be
at risk or experiencing crisis, which could include disclosures of various forms of abuse or harm. Regardless of
the reason for contact, our team is dedicated to providing emotional support, signposting, and a listening ear
for those who need us.

If you are interested in a career or have experience of working in mental health, our Helpline is a fantastic
opportunity to build or develop professional skills in this area. Let us support you to support others and be part
of a team who are passionate about LGBTQ+ communities. If this is something you are interested in being a part
of, then this role might be for you.

Expectations of the role:

• This is a frequent volunteer role with the expectation that you will commit to weekly delivery outside
of sickness and leave.
• We are looking for volunteers who can deliver at least one 4-hour shift per week. These shifts can be
delivered during our opening hours, Monday through Friday, between 9 a.m. and 6 p.m.
• Due to the nature of the role, it requires a more intensive period of training and induction. When
applying, please note that you will need to commit to a training period spanning 6-8 weeks, including
one intensive training day, some online sessions and self-directed study. The training will be delivered
in a hybrid way, meaning you can join in person or remotely.
• Attending supervision at least every other month, totalling a minimum of a least 6 supervisions per
year. This provides you with space to seek support, debrief and decompress following difficult calls,
keep up to date with best practice, as well as get to know other volunteers, and teams. One-to-one
support can also be provided outside of group supervision.
• Engaging in ongoing training to keep updated with the latest practice. (This training will be provided
and delivered by LGBT Foundation)
• Able to take a wide variety of calls ranging from individuals requesting information through to serious
safeguarding disclosures.
• Being in regular communication with the wider services and safeguarding team as required (e.g. by
responding to emails in good time)
• You will need access to a laptop/PC and a mobile phone. This role is typically home-based, so you will
need a quiet, private space. Alternatively, you can deliver the helpline from our office in Manchester
city centre.

Typical duties:

• Interacting with our service users via phone and email.
• Providing signposting to service users and exploring potential next steps and options to access
further services.
• Assisting service users with onward referrals, both within LGBT Foundation and externally.
• Keeping accurate notes, collecting demographic information, and uploading these onto our internal
systems.
• Handling and managing disclosures surrounding potential risk, completing risk assessments and
follow-up with appropriate actions in accordance with organisational policies and advice from our
internal safeguarding structure.

Skills & knowledge that would be beneficial to have:

We think this role would suit someone who has the following skills. (If you’re not sure if you have all these skills
and/or would like to chat to us about developing some of these skills, please email charlie@lgbt.foundation)
• Understanding or willingness to learn about the needs of the LGBTQIA+ community.
• Effective and adaptable communication and interpersonal skills, including active listening.
• Understanding of culturally competent practice or a willingness to learn
• Ability to work with issues of a sensitive nature, working in a person-centred, empathetic and
compassionate approach.
• A good understanding of mental health and wellbeing and local services, particularly related to these
areas.
• Being able to set and maintain professional boundaries, practice self-reflection, self-care, and
maintain own resilience.
• Ability to make timely, relevant and factual notes of interactions.
• Ability to stay calm and confident when dealing with challenging or difficult situations.

Benefits of volunteering with us:

• This is a rewarding role which provides an opportunity to engage in meaningful work that makes a
positive impact on LGBTQIA+ communities.
• Helpline can be delivered remotely, with the option of delivering in our office space in Manchester. We
welcome volunteers from across the UK.
• Full training will be given - gain experience for your CV and personal development and gain a
reference after volunteering for 3 months.
• Connections with other volunteers and staff of LGBT Foundation.
• Access to our training academy training sessions and regular internal training offer.
• This role is an excellent opportunity for those wanting to enter the field of social care, mental health
and wellbeing, or seeking to gain more experience in these areas.

The training we provide for this role:

We will provide a full induction and ongoing training for this role, including 2 in-person intensive day sessions
(delivered hybrid with the option to attend remotely), some online evening sessions, and independent study.
Training will include:
• Delivering and structuring helpline calls.
• Overview of the services and support we provide.
• Boundaries and self-care training.
• How to holistically assess risk, using risk assessment tools.
• Safeguarding training, recording information and data inputting training.
• Trans awareness and LGBTQIA+ 101 training.

How to apply:

Complete our application form: https://form.jotform.com/220763317176355
Please note that this role requires a basic DBS check, which LGBT Foundation will arrange.
If you need help completing the application form or have any questions, email volunteer@lgbt.foundation. We particularly
welcome applicants who identify as people of colour, disabled, and/or people of faith, as they are currently
underrepresented in our volunteer team.
Skills / qualities associated with the role: IT Skills, Oral Communication Skills, Team Working, Written Communication Skills
Are volunteer expenses available?: Yes
Duration of role: Ongoing / Long term
Opportunity times: Monday AM, Monday PM, Tuesday AM, Tuesday PM, Wednesday AM, Wednesday PM, Thursday AM, Thursday PM, Friday AM, Friday PM
DBS required: On
Can reasonable adjustments be made regarding additional needs?: Yes
Is this organisation part of the Sports Volunteering Scheme (SVS)?: No
Minimum hours commitment: 4 hours per week
Location:
72 Sackville Street
Manchester
M1 3NJ