How our volunteers support callers

Karman at a hotline workstation, wearing a headset

Listening carefully, not rushing to answer

Listening is more than waiting for someone to finish speaking. Our volunteers pay attention to tone, pauses and feelings, and respond sincerely to what the caller is going through.

We do not assume that we understand everything or impose our own views. Instead, we remain open and support each caller as they explore what is happening within them.

Respecting each person's choices

Callers decide how much to share, what to talk about and when to end the conversation. Volunteers do not apply pressure or ask anyone to accept a particular answer.

That respect keeps the conversation equal and allows each person to move forwards at their own pace.

Continuing training and support

Listening volunteers are selected, trained and supported on an ongoing basis, learning how to respond steadily and appropriately to a range of emotional needs.

Volunteers support one another and continue to reflect on their practice, helping to protect the trust placed in every conversation.

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