Prisoners’ Families Helpline Volunteer

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. Time commitment: 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)
Duration: Ongoing
When can volunteers volunteer? Weekly

This grid shows when you can volunteer for this organisation. E.G Monday morning.

Monday Tuesday Wednesday Thursday Friday Saturday Sunday
Tasks the volunteer will be required to do:

• 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

Skill and Qualifications Required:

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

Areas of Interest: Crime, Ex-offenders, Families
Opportunity suitable for: Home, Indoor, Long term commitment, Older people, Online, People seeking work, People with restricted mobility, University students
What activities will the volunteer do? Providing advice
Skills gained in this role: Listening, Reading and writing, Talking to others, Teamwork
Home based opportunity? Yes
DBS Check Required: No
Opportunity Accessibility: The volunteering location is not accessible

About the host organisation

Hosted by: Prison Advice and Care Trust
Organisation Profile: Our mission is to support prisoners and their families to make a fresh start, and to minimise the harm that can be caused by imprisonment on people who have committed offences, on families and on communities.
Charity number: 219278