What does a helpline volunteer do?

The AEA helpline operates in England, Wales, Scotland and Northern Ireland as a confidential telephone service which provides information, advice and support to victims and others who are concerned about or have witnessed abuse, neglect or financial exploitation.  In addition to providing telephone support, volunteers provide support via email.

Who can be a helpline volunteer?

Helpline volunteers require a special combination of skills, qualities and experience including listening skills, and the ability to offer non-judgemental emotional support and information. Volunteers need to ensure they have a quiet space to work, and will not be interrupted for the duration of their shift. Basic computer skills are necessary for this role.

How much time is required?

We ask for a minimum of four hours once a week, and a short time after each session to debrief. The helpline is open between 9am and 5pm Monday to Friday.

What support will I receive?

Volunteers are allocated shifts and work from home, as the service is connected to the volunteer’s home or mobile phone.   Volunteers will also need a home computer as they will need to log on to a call handling site. A member of the Helpline Team is contactable at all times during the volunteer’s session to offer support and advice. A debriefing session after each shift is available and strongly encouraged. 

Due to the fact that some helpline shifts may not be continually busy, you will also have the opportunity to support people via email.

Role description: England

Role description: Scotland

Role description: Wales

Role description: Northern Ireland

Click to complete the online application form: ENGLAND


Click to complete the online application form: SCOTLAND


Click to complete the online application form: WALES


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