What's involved in being a Helpline volunteer?

Our 24 hour Freephone Dementia Helpline is a vital support for people with dementia, their carers & families and the wider community by ensuring that there is always someone there to listen and act when needed, be that day or night.

The Helpline is staffed entirely by trained volunteers. This role can include telephone, face-to-face and online support.

The role may vary depending on needs and your preference, but is likely to include:

  • Offering person-centred emotional support and information to people affected by dementia, primarily but not limited to, over the telephone
  • Developing and maintaining knowledge on health and social care issues that relate to people living with dementia, including statutory services and welfare benefits
  • Maintaining knowledge of other organisations and services that can help people living with dementia and sign post when appropriate
  • Recording information about enquiries on our database in line with our data protection policy
  • Attend bi-monthly Support groups by conference call
  • Keep up to date with Alzheimer Scotland news and our work across Scotland.

This volunteer role is available to people who can commit to 1 x 5 hour shift per 2 weeks. The Helpline is staffed 24 hours a day, 7 days a week so a variety of shifts are available.

What skills are required for this roles?

Both of these roles require the ability to convey information in potentially sensitive environments during periods of high stress for the people who are asking for help. Due to this, these roles are open to people over the age of 18.

Our Helpline volunteers should display excellent listening, communication, empathetic and interpersonal skills; feel confident using the telephone and a variety of computer software packages (more applicable for Helpline volunteers); be able to convey information in an easily understandable manner; be willing to develop skills, knowledge and practice and display emotional resilience.

As with all volunteering roles, there will be training where required and ongoing support from our Volunteer team. Full job descriptions will be available upon application.