Prisoners’ Families Helpline Volunteer

About this service

The Prisoners’ Families Helpline provides support to loved ones of those affected by the Criminal Justice System across England and Wales.

Purpose of this role:

To provide advice and information to family members, friends, prisoners and professionals by responding to incoming telephone calls. You will respond to queries by providing direct information, signposting to other relevant organisations and making referrals to Pact colleagues as well as other family support services such as Barnardos, Spurgeons and Nepacs.

Below are a few examples of calls received on the helpline:

• Trying to find out which prison someone has been sent to

• Concerns regarding the wellbeing of a prisoner

• How to keep in contact with someone in prison

• How to send money to someone in prison

• What to do after someone has been arrested.

• What support is available to someone after release from prison.

Time commitment & location

• This role is being offered remotely, so you will need to have access to a laptop/computer, a smart phone and an internet connection. A quiet working environment is also required.
• We expect volunteers to commit to working a minimum of one shift per week, for a period of at least 6 months.
• The helpline is open 7 days a week, 9am-8pm Monday-Friday and 10am-3pm on weekends.

The shifts we have available are as follows:

Monday – Friday: 9am-1pm,1pm-5pm or 5pm-8pm Weekends: 10am-3pm (If you wish to work multiple shifts, please let us know)

What you will be doing

• Answering daily telephone calls, providing information and guidance

• Escalating any urgent/imminent safeguarding calls with the prison

• Making referrals and signposting to Pact colleagues and other external organisations

• Updating an Excel spreadsheet logging all calls taken

• Communicating with other colleagues on shift as well as Shift Supervisors

Skills

Listening Empathy Determination Teamwork Verbal & written Communication skills Non-judgemental Can-do attitude Flexible Genuine desire to help people Good I.T. literacy