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Telephone Support Line Triage Volunteer

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The Brain Tumour Charity

  • 2 people are interested

Why we need your help
Our Support and Information team offer a wide range of inclusive and accessible services to support those diagnosed with a brain tumour and their families.

One of our most critical services is our Support and Information Line, which is open between 9am-5pm, Monday-Friday. This service offers a place for people affected by a brain tumour diagnosis, to ask questions or raise concerns about a diagnosis, treatments, access to clinical trials, side effects and how to support a loved one.

We are looking for volunteers to help us to run the Support Line more efficiently, by answering calls and asking some key questions to ensure the caller is transferred/triaged to the most appropriate support for them. This is an opportunity to be on the frontline of our support services and to play a vital role, in ensuring those that we support get the best service possible.

What will I be doing?

  • Answer incoming calls to the Support Line
  • Ask specific questions to understand the caller’s support needs
  • Offer empathy and understanding to the caller
  • Transfer callers to the most appropriate teams
  • Record information about the call onto our secure database
  • Engage in supervision to ensure your wellbeing needs are met
What skills and experience do I need?
  • Experience or confidence in answering calls and speaking on the phone
  • Strong IT and computer skills, ideally experience of using databases
  • Ability to demonstrate a high degree of empathy and resilience
  • Active listening skills and a strong communicator
  • Ability to separate own experiences from others, offering support and signposting in a non judgemental way
  • Confidence to work autonomously and as part of a team
  • Organisation and reliability
  • Demonstrable understanding of confidential working
How much of my time would you like?
To ensure we have volunteer cover for the full Support Line opening hours, we are looking for volunteers to commit to a minimum of, one 4 hour morning or afternoon shift. These would be:
  • 9am-1pm (Monday-Friday)
  • 1pm-5pm (Monday-Friday)
Due to the continuous training involved, we would ask that volunteers commit to a minimum of 6 months spent volunteering with us.

How will I be trained and supported?
  • You will receive a full online induction to The Brain Tumour Charity and your role here, as well as in-house training on the use of our database and phone system.
  • You will receive weekly supervision after each shift and ongoing support through online webinars, emails and telephone calls, from a dedicated staff contact.
  • Opportunity to keep in touch and gain support from other volunteers in the same role.
  • You can also receive regular updates if you’d like them through our Volunteers E-Newsletter.
  • What can I gain from volunteering with you?
  • Developing your existing skills as well as learning new ones
  • Experience of working within a busy charity support team
  • The satisfaction of knowing that you’re making a valuable contribution to the lives of those affected by brain tumours
  • There is an opportunity to expand the role, by taking on additional training
Practical Considerations
Because of the nature of this role, a DBS check is required. We also carry out reference checks for all individuals who will be volunteering for us.

In order to carry out the role, volunteers will need to have access to a secure laptop or desktop, a smart phone and good Wi-Fi.

Where will I be based?
This is a remote role where you will volunteer from home. You will have regular contact with our Support and Information team who look out for each other while facing tough challenges along the way. We nurture an inspiring, connected and positive team environment.

The application process
Applications for this role will close on Thursday 1st July, however the opportunity may close to new applications if a sufficient number have been received before this date.

To apply, please submit an up-to-date CV, along with a covering letter to the following email address: volunteering@thebraintumourcharity.org. In your covering letter, please share a little about your motivation for wanting to be a Support Line Volunteer and any skills you feel are relevant to the role.

We particularly encourage applications from those who are significantly underrepresented in our sector, including individuals from Black, Asian and Minority Ethnic (BAME) communities.

3 More opportunities with The Brain Tumour Charity

About The Brain Tumour Charity


Hartshead House, 61-65 Victoria Road, Farnborough, Hampshire gu14 7pa, GB

Mission Statement

The Brain Tumour Charity is the world's leading brain tumour charity and the largest dedicated funder of research into brain tumours globally. Committed to saving and improving lives, we're moving further, faster to help every single person affected by a brain tumour. We're set on finding new treatments, offering the highest level of support and driving urgent change. And we're doing it right now. Because we understand that when you, or someone you love, is diagnosed with a brain tumour - a cure really can't wait.


Our goals

  • Double survival by 2025
  • Halve the harm that brain tumours have on quality of life by 2020
Our values

Our values underpin our culture, the way we do things and what we believe in. We are pioneering, passionate, collaborative and smart.

Health & Medicine


We'll work with your schedule.


This is a Virtual Opportunity with no fixed address.


  • Mental Health
  • Counseling / Mental Health
  • Psychology
  • Database Administration
  • Verbal / Written Communication


  • People 55+


  • Background Check
  • Must be at least 18
  • We are looking for volunteers to commit to a minimum of, one 4 hour morning or afternoon shift. These would be: 9am—1pm (Monday—Friday) 1pm—5pm (Monday—Friday) Due to the continuous training involved, we would ask that volunteers commit to a minim
  • We can only accept applications from those based in the UK at this time.

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