Telephone Support Service

The basic work of the volunteers is manning the telephone service. Callers are offered sympathy and support and, where appropriate, information and suggestions of possible courses of action. Apart from the support groups already mentioned, a team of professionals exists as back-up to volunteers in case of emergency.

Daytime duties from 9.00 am to 1.00 pm are done in the office on a two hour shift system (9.00 am - 11.00 am and 11.00 am – 1.00 pm). Evening duties (7.30 pm- 11.30 pm) are done at home. Parent Lifelife uses call diversion for all duties outside the office hours. Volunteers are required to undertake one duty per week plus a share of weekend duties.

Volunteers’ Meetings

These are held about every eight weeks in the office in the evenings. Whilst attendance is optional, it I hoped that volunteers will attend as many as possible in order to feel a sense of involvement with the group and to meet other volunteers.

Support Group Meetings

It is felt that all volunteers should receive regular support for both their own and the caller’s benefit and it is for this reason that attendance is not optional. There are evening and daytime groups, they all meet fortnightly and volunteers can select a group convenient for them.

The first session of the training course will be an induction session which will enable potential volunteers to fully understand the work and decide whether they are suited to telephone counselling. The training course lasts for 11 weeks – one session of two hours per week. The course covers a wide range of topics. It is hoped that participants will enjoy the course, share their own experience and consider what may help families who are experiencing problems. On successful completion of the training course, calls taken by trainee volunteers will be supervised for a time until they have gained experience and are confident to take calls on their own. Volunteers can claim for any expenses, particularly telephone, parking and bus fares incurred on behalf of Parent Lifeline.

TRAINING

By Sue Day

Callers have the right to expect that the volunteer they speak to will have had some training, and volunteers have the right to be trained before they are expected to fulfil a complex and sometimes difficult task.

New volunteers go through a training course of eleven sessions, covering listening skills and common issues that arise. They listen in to real calls and then go take their first calls with the support of the co-ordinators in the office.

Continuing training comes via Support Groups and training events that are put on from time to time, in the form of talks or workshops. We are always on the lookout for people to come and talk to volunteers’ meetings, and try to meet people’s requests for training on specific subjects.

ARE YOU A GOOD LISTENER?

If you are

• a good listener
• a parent
• sympathetic to other people’s problems
• able to make a regular commitment

Then why not train to become a Parent Lifeline volunteer?

We are looking for both men and women volunteers. If you are interested, please do not hesitate to contact us

What Parent Lifeline means to me

"A few hours taken out of a busy week to be quiet and read valuable and informative books and sometimes to listen and become more understanding of the difficult situations parents face day after day."
"New friends and a worthwhile interesting retirement."
"I have gained friendship through volunteering at Parent Lifeline."
"Parent Lifeline for me is knowing you gave a listening ear in the caller’s hour of need."
"A life-saver! I was feeling very isolated, having just moved to Sheffield with a new baby when a leaflet dropped through the letter-box asking for volunteers. A doctor had diagnosed depression but I did not want to take tablets. Instead I took the Parent Lifeline preparation course, which was better than any tablets! I found an absorbing interest, staying in the group for fourteen years and then trained for a professional career in counselling."

What I have gained by being a volunteer

"I have learned the importance of being a good listener."
"A broader understanding of life. A knowledge of other caring organisations and meeting volunteers who also care. Confidence to speak and facilitate."
"The conviction that listening is more helpful than giving advice. Most people want their problems heard and acknowledged, not to be told what to do."
"Being a volunteer stimulated an interest in counselling which led to a Diploma in Counselling and work as a counsellor."
"Learning how to listen to callers has helped me to listen more to my own family and friends."
"Thank you for listening to me. I feel so much better now."

These are the precious rewards for the Parent Lifeline volunteer.

Heeley Festival June 2003 From left to right: Caroline Bunting and family, Sue Day, Gwen Smithson.