Telephone Support Volunteer Role Description

Volunteer telephone support roles in cancer provide a vital lifeline to isolated clients. These roles focus on active listening, providing emotional support, and signposting to other resources. Volunteers typically offer a safe, confidential space without replacing counselling services. Volunteers will be matched with a client for regular, one-to-one supportive listening conversations aimed improving overall wellbeing. 

Key Responsibilities:

• Provide weekly or fortnightly structured phone calls to a client, family member, or carer over a period of 6-8 weeks.
  
• Establish a trusting rapport to help the person feel supported and less isolated.
  
• Provide a safe, confidential environment to discuss fears, frustrations, or everyday practicalities.
  
• Listen actively and empathetically without attempting to give medical advice.
  
• Escalate any concerns about a client’s wellbeing to the relevant Centre Manager.
  
• Signpost individuals to local support services or the charity’s wider resource networks.
  
• Keep a written record summarising the content of each weekly conversation with the client to be added onto our electronic client records
  

Time Commitment: 1 to 2 hours per week. 

Skills

Standard Requirements & Training

Regardless of the specific structure, these roles share a common framework:

Training: Full training on responsive communication & listening skills, boundaries, and safeguarding with requirement to do regular update training

Meetings: Attendance at Volunteer meetings within the relevant centre

Supervision: Regular check-ins with relevant Centre Manager.

Checks:  Subject to an enhanced DBS/background check.