National Support Line Volunteer

Could you provide emotional or practical support to somebody in need?

We are looking for volunteers who can provide help to those who need it most through our National Support Line.

You will provide support to those who may have been impacted by COVID-19 or another personal crisis. Some of those you will be helping will need emotional support as they are experiencing loneliness and isolation. Others may need help accessing their medication or food, or to be signposted to an external agency who can provide further support.

Volunteers will generally be able to undertake a minimum of one shift (4.5 hours) per week. Shift patterns are 9.45am – 2.15pm, and 1.45pm – 6.15pm, 7 days a week. We ask for a commitment of 6 months, or 26 shifts, as a minimum following training.

You must have access to a quiet space and telephone, a laptop or desktop computer with internet connection (tablets do not work with our system) and be IT proficient.

Please note this is not suitable for a Counselling placement.

Health and Safety Statement

We take an individual approach to ensuring your safety.

We may ask you to complete a simple risk assessment. We will also have a conversation with you to discuss any restrictions that may still be in place in your region and identify any adjustments you may need.

If you have any queries regarding the role, please contact

Full training will be provided

  • What you will be doing
      • Receiving calls from members of the public who have been affected by COVID19
      • Providing emotional support to distressed individuals
      • Providing practical support to individuals such as information on the incident, signposting to other organisations, referrals for ongoing support and other advice specific to the incident
      • Receiving information from callers for referral purposes or for access to services specific to the incident
      • Attending briefings and de-briefings delivered by the Support Line Supervisor
      • Accurately recording information

What's in it for you

A flexible volunteering role: you can choose when and how often you work on the support line

The chance to work with a variety of different people from different walks of life and make a real difference to their lives

Comprehensive free training so you can represent the Red Cross with confidence

A great opportunity to develop your existing skills and to gain new ones

The company of a warm and friendly team of like-minded people

Reimbursement of reasonable out-of-pocket expenses when on duty


The skills you need

  • Able to use emotional support skills, in a calm and responsible manner, while providing callers with practical support, and signposting as appropriate
  • Able to follow BRC policies and procedures
  • You will be IT literate and have access to a computer
  • Able to recognise the signs of stress in yourself and others and be aware of your support options
  • Available to undertake training that is appropriate to the role
  • Willing to uphold the Fundamental Principles and values of the International Red Cross and Red Crescent Movement and adhere to the Society’s Equal Opportunities Policy
  • Desirable is having experience in providing emotional support for those in distressing situations
  • Desirable to have additional language skills


  • Diversity and equal opportunities policy
  • Age restrictions
  • Complaints Policy
  • Expenses reimbursed
  • Health and Safety Policy
  • Ongoing support
  • Training provided
  • Volunteer induction
  • Volunteer Policy
  • Volunteers covered by insurance
  • Written role description

When can I volunteer?

Start Date: 08/11/2021

End Date: 08/11/2022

Mon Tue Wed Thu Fri Sat Sun
Morning No No No No No No No
Afternoon No No No No No No No
Evening No No No No No No No


This opportunity can be carried out whilst working from home.

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