National Support Line Volunteer (External)

British Red Cross - Sussex

Register your Interest

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.

As an NSL Operator you will provide support to those who may have been impacted by the Covid-19 crisis. Some of those you will be helping will need emotional support as they are experiencing loneliness and isolation. Others may need an emergency food parcel or medication, 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.


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.


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.

Practical Considerations

This role is home based.

You will:

  • Receive introductory training and induction to the British Red Cross and the National Support Line
  • Take calls from the public (using an online telephony system)
  • Make internal referrals to British Red Cross services by using established processes
  • Signpost to external support by using our comprehensive Operator Manual
  • Provide emotional support
  • Help identify safeguarding concerns where appropriate
  • Accurately record all service user details within our secure Microsoft Dynamics 365 database
  • 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.

When do I need to be available?

Morning Afternoon Evening

Register your Interest

  • Details
  • Disabled Access
  • Equal Opportunities Policy or Statement
  • Expenses
  • Health and Safety
  • Induction
  • Insurance Cover for Volunteers
  • Other
  • Suitable for 13 - 16 years
  • Suitable for 16 - 18 years
  • Suitable for a group of volunteers
  • Suitable only for (e.g. 18+, LGBT, BAME, Women only)
  • Support on Offer
  • This role is adaptable for different abilities
  • Training