Helpline Volunteer for Prison Advice and Care Trust

Role Type: Regular
Based: UK wide
Categories: Supporting people
Does this opportunity include close supervision / mentoring?: Yes
Does this opportunity require independent working?: Yes
Is this opportunity suitable for someone looking to participate / first-time volunteer?: No

What would I be doing?


Prisoner's Families Helpline, are looking for volunteers to provide advice and information to family members, friends, prisoners and professionals by responding to incoming telephone calls.
You will be providing direct information, signposting to other relevant organisations and making referrals to 'Pact' colleagues as well as other family support services such as Barnardos, Spurgeons and Nepacs.

Below are a few examples of calls received on the helpline:
Trying to find out which prison someone has been sent to.
Concerns regarding the wellbeing of a prisoner.
How to keep in contact with someone in prison
How to send money to someone in prison
What to do after someone has been arrested
What support is available to someone after release from prison

This role is being offered remotely, so you will need to have access to a laptop/computer, a smartphone and an internet connection. A quiet working environment is also required.

Time commitment: We expect volunteers to commit to working a minimum of one shift per week, for a period of at least 6 months.

The helpline is open 7 days a week, 9-8pm Monday-Friday and 10-3pm at weekends.
The shifts we have available are as follows:
Monday – Friday: 9am-1pm,1pm-5pm or 5pm-8pm, Weekends:10am-3pm
(If you wish to work multiple shifts, please let us know)

What skills do I need?

Experience of working on a helpline or experience of talking to people on the phone in a professional capacity.
Working in a team, Handling sensitive data, Listening, Empathy, Teamwork, Verbal & written communication skills Good I.T. skills, Literacy, Non-judgemental and a genuine desire to help people.

About Prison Advice and Care Trust

The Prison Advice and Care Trust (Pact) is a national charity that provides support to prisoners, people with convictions, and their families. We support people to make a fresh start and minimise the harm that can be caused by imprisonment to people who have committed offences, to families and communities.

Recruitment and training details:

You will be required to undertake our Safeguarding and Professional Boundaries training online, as well as attending our role-specific Helpline training via Zoom. You will also have access to various other training modules on our new eLearning platform.

For more information about Pact please see the following link: https://www.prisonadvice.org.uk/

Is a DBS required? Yes

The Gateway, 89 Sankey Street, Warrington, WA1 1SR Tel: 01925 246880
Registered in England & Wales as a Registered Charity 1129343
and as Company Limited by Guarantee No:6805818

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