Volunteering a listening ear

Colin’s story

I’ve always enjoyed working with people, so when I retired a couple of years ago I was keen to find a new challenge.

A friend who worked at Alzheimer Scotland told me about an opportunity to volunteer answering calls to their freephone dementia Helpline. I was a bit unsure at first but when I went along to a training session I was really impressed at how good it was and how friendly all the people were.

I could feel my confidence building quickly and thought, ‘I can do this. It’s only four hours a fortnight.’ Once I completed the training, I was ready for my first shift. I was really nervous but there’s always someone there to help if I’m unsure of anything.

All the calls to the Helpline are completely anonymous and you never know what type of call you’ll receive. It may be someone calling to ask about which benefits they’re entitled to, places they can go for help, or they may just need someone to chat to.

I always reassure people that they can phone the Helpline any time, 24/7. You’re never alone.

Whether you need information, support or just a friendly ear – there is always someone here for you. There’s no rush and I reassure people they can take their time. We are not here to judge anyone. If it’s too much for them, they can phone back any time.

My role is to help callers find a solution to whatever issues they raise. I can signpost them to places where they can get more help or information, or explore what options might work best for their situation.

People are often surprised to be speaking to a real person, rather than leaving a message on a machine. I think they appreciate that human connection and it allows them to open up and be themselves.

We cover such a wide range of issues, but the training we are given is excellent and we have a wealth of knowledge at our fingertips in our online manual. Plus there’s always someone available who can quickly answer any questions. At the start and end of every shift you also have a handover with a fellow volunteer and that’s a great opportunity to talk about calls you’ve had and to ask for a second opinion or a bit of reassurance.

Since I started working with the Helpline, I’ve noticed I’ve become more patient and more resilient too. It’s such a rewarding role that has given me a renewed sense of purpose.

It’s nice to feel like you may have helped someone to find their way out of a difficult situation, or that you’ve answered a question they’ve been struggling with. I’ve also used some of the things I’ve learned to help friends and family.

To anyone who is thinking about volunteering for Alzheimer Scotland’s Helpline, I’d say go for it.

Dementia affects so many people now and it’s important to know that help is only a phone call away.