Helpline Volunteers

Our helpline is the only local, free helpline service for dyslexic people of all ages and those impacted by dyslexia. Our team of volunteers offer confidential, impartial advice and information and listen to many varied accounts of how dyslexia affects people in their day-to-day lives. If you have demonstrable good listening skills and a friendly telephone manner, we’d love to hear from you.

If you have any questions or would like to discuss the role before applying, please contact: info@nbda.org.uk

What can a volunteer expect from the NBDA?

· A clearly defined role so you know exactly what to expect from the role

· On-going support and regular supervision

· Full training for the role (on-line modules) Plus regular updated training with our team and the British Dyslexia Association with who we are affiliated.

Helpline Volunteer: Key Elements of the Role

Reports to: Helpline Manager

Purpose of Role: To provide an effective Helpline operation by responding to both phone and email queries.

Hours of work: Flexible to fit in with the lifestyle and family commitments of the volunteers. Please note: this role will be home based on a rotational basis with the rest of the helpline team. You will need a telephone contract that enables unlimited UK call times.

The helpline telephone system works on an answerphone basis which is accessed by the helpline volunteer using the codes provided, to pick up the messages left by helpline callers. Ideally, response to callers would respond within 48 hours.

Please note that you must be over the age of 18 and eligible to volunteer in the UK. We do not ask for a minimum length of commitment for this role, but our aim is to develop a long-standing relationship between the Northamptonshire &

Buckinghamshire Dyslexia Association and our volunteers to help us to provide continuity of advice and expertise.

Ideally, as an NBDA Helpline Volunteer you would need:

· Previous experience of a helpline or customer service environment.

· Offering emotional support and information in a non-judgemental and non-directive way to people affected by dyslexia.

· Develop a reasonable knowledge and understanding of the challenges of living with dyslexia ideally across a range of settings e.g. educational, the workplace and in daily life, for which full training will be provided · Be familiar with NBDA website https://www.nbda.org.uk

Skills

Desirable and essential expectations

· Confident using the phone and a computer including Microsoft Word and Outlook, internet and email.

· Excellent listening skills (essential)

· Able to reflect on own work and willing to develop skills and experience.

· Willing to follow our policies, procedures and guidelines

· Committed to our values

· Able to speak sensitively to individuals and maintain confidentiality

· Able to recognise and respect a diversity of views, attitudes and lifestyles

· Able to commit to regular helpline shifts

· To give reasonable notice of non-availability, where possible

· Be caring, non-judgmental, impartial, supportive and respectful

· Good standard of written and spoken English (essential)

· Maintain confidentiality at all times and adhere to the NBDA’s code of conduct policy. No personal details such as names and contact details should be shared by the volunteer with the caller/emailer as per GDPR.

· Agree to attend training sessions wherever possible and participate in regular support sessions

In order to volunteer in this role you will need to complete mandatory flexible online training and be competent in use of Microsoft desktop products, e-mail, the internet


Details

No additional details recorded for this opportunity.

When can I volunteer?

Mon Tue Wed Thu Fri Sat Sun
Morning No No No No No No No
Afternoon No No No No No No No
Evening No No No No No No No

Location

This opportunity can be carried out whilst working from home.


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Community Action Northants is an alliance of Volunteer Centres in Northamptonshire

  • CAN
  • Kettering Voluntary Network
  • Serve
  • SNVB
  • Volunteer Centre Daventry
  • Voluntary Impact Northamptonshire