Helpline Volunteers

Please join our webinar on Thursday 14th October at 11am, to find out more about volunteering on our helpline, ask any questions and meet current volunteers. Please sign up by emailing [email protected]

Helpline Volunteers

Closing date: Friday 29th October, 2021

Department: Client Services

Place of volunteering: Remote volunteering from home, which may move to in office volunteering in the future

Hours: 4 hrs per week

Reporting to: Helpline Volunteer Coordinator 


The RISE Helpline is the vital first point of contact Survivors, Professionals and Third Parties have to access advice and services to reduce the impact of domestic abuse via RISE. Helpline volunteers are trained to respond to calls into the helpline by assessing risk, assessing need and offering advice, signposting and supporting referrals to other agencies/services to reduce the risk of domestic abuse and empower women in their recovery journey.

This post is open to female applicants only as being female is deemed to be genuine occupational requirement under Schedule 9, Paragraph 1 of the Equality Act 2010.


  • Answering phone calls from survivors, professionals and third parties on RISE’s helpline.
  • Provide advice, practical and emotional support to survivors, professionals and third parties on RISE’s helpline.
  • Assess risk and adult and child safeguarding for concerns to be reported to RISE colleagues.
  • Making call backs to survivors, professionals and third parties who are waiting on contact from RISE’s Helpline.
  • Record all calls on client data bases using the computerised case note system.
  • Keep a call monitoring record for each shift so volume and nature of calls can be monitored by RISE
  • Send signposting advice via email.
  • Keep in touch with RISE colleagues throughout shift for support and handover of call monitoring records.
  • Provide advice, practical and emotional support to survivors, professionals and third parties on RISE’s Live Chat platform ***currently in development***


  • Emotional resilience and self-awareness of personal impact of hearing survivor domestic abuse trauma via phone conversations.
  • Proactive in using support mechanisms available to the role such as formal and informal supervisions, group supervision and Workplace-Chat platform
  • Well organised, professional and reliable.
  • Ability to understand and work with confidential data.
  • Ability to be flexible and work according to the needs of the team.
  • At all times you will be expected to protect the safety and security of services, service users, staff, volunteers and buildings, and the confidentiality of records and other information.
  • Acknowledge and actively support the rights of women, children and young people who have experienced domestic violence.
  • Private space in your home, free from distractions to be on the helpline
  • Laptop or computer with WIFI connection to access data systems


  • Comprehensive induction and training to perform your role effectively.
  • Ongoing supervision and support to manage challenges of supporting Survivors of Domestic Abuse.
  • Ongoing training opportunities
  • Opportunities to attend internal RISE training and meetings
  • We will reimburse reasonable expenses needed to perform the role.

Interviews for these roles will take place w/c Monday 8th November.

To apply for this role, please fill out the application form and return it to us by email us at [email protected]. You can also contact us at this address with any queries you may have.