Hourglass - Helpline Volunteer

Who we Are?

Hourglass is the only charity in the UK specifically dedicated to calling time on the harm, abuse, and exploitation of older people across the United Kingdom. We offer a national and confidential 24/7 helpline for those experiencing, or concerned about, the harm, abuse or exploitation of older people.

We also offer a range of other localised services which we have extended into Sussex, including our dedicated IDVA team who specialise in domestic abuse cases involving victims 60 and over, as well as a Community Hub, which acts a one-stop-shop for anyone who is concerned about the abuse of older people or needs advice about safer ageing. Demand for our services has increased significantly since the pandemic.

The Role

Could you gift us a little of your time? If the answer is yes, we would love to welcome you! Please read on to discover how you can get involved.

Our dedicated staff and volunteers on the national Helpline offer confidential advice and support to callers from across the UK. We hear from older people themselves, as well as friends, family members, professionals and agencies who are concerned about elder abuse. A Support Line Volunteer provides vital information and compassionate support through telephone, email and other online channels. Join a friendly, inclusive and welcoming team where your contribution truly matters.

What you will be doing:

• Offering information and support via telephone, email and other digital methods
• Providing both practical guidance and emotional reassurance to those who reach out
• Listening carefully and responding with empathy to each unique enquiry
• Explaining safeguarding processes in a clear and supportive way
• Making safeguarding referrals and advocating on behalf of service users
• Alerting management when someone may be at immediate risk
• Keeping accurate records using our customer relationship management system and internal tools
• Collaborating with colleagues by sharing relevant information

• Identifying individuals who may be open to sharing their stories with the media What you will gain:

• A chance to build confidence and develop valuable skills
• A meaningful role in raising awareness and standing up against elder abuse
• The opportunity to make a real difference in someone’s life
• A supportive environment where you can connect and grow professionally
• Experience that adds depth and value to your CV
• Opportunities to resolve sensitive issues with guidance and support from our experienced staff team
• A written reference after a minimum of six months of active volunteering
• Invitations to social events and celebrations where you can connect with fellow volunteers and staff

Training and Support

We will value your time and offer guidance throughout your journey, making sure you feel confident in your role. Whether you are new to volunteering or bringing previous experience, you will find a place with us to grow.

How do we support you to become an Hourglass Volunteer? 

• You will follow a dedicated and clearly structured volunteer pathway that is robust, resilient and designed to support your journey into volunteering with          us.
• In house core training – Helpline Training Course 2-days / we work around your availability
• Bespoke Helpline top up training with our specialist trainers
• *NEW for 2025* Hourglass Volunteer Induction Training Programme – half day/online
• 1:1 and group check - ins with staff and volunteers · Wellbeing – debriefing available with Hourglass staff after Helpline calls
• Join in our Volunteer Retention, Reward and Recognition Scheme

Criteria and Requirements:

•  Minimum age 18 years +
• Application Form and Interview – informal
• Personal reference checks x2 

• DBS/PVG/AccessNI criminal records checks (if required)

  (This role involves working with vulnerable adults. A DBS check is required, and it is a criminal offence to apply if you are barred from working with vulnerable groups).

• minimum commitment of : 2 hours min. per week for 6 months. We are flexible and will work around your availability and commitments.

We are looking forward to welcoming you to Hourglass (Safer Ageing).

For an informal chat about this role, please email or call :

W: volunteers@wearehourglass.org ☎︎ 075000 094381

What skills do I need?

What are we looking for?: • Kindness, patience and strong communication skills that helps our callers feel heard, supported and at ease throughout the conversation • Reliability and a genuine interest in supporting older people • No formal experience required—just a willingness to help • 100% reliability and a minimum commitment of : 2 hours min. per week for 6 months.