Volunteer Switchboarder (Childline-NSPCC)



Volunteer Switchboarder

How you can make a difference? Putting children first. Taking a stand. Doing what’s right. That’s what we truly believe in at ChildLine. We offer a confidential service for children and young people across the UK. ChildLine is a vital service available 365 days a year to support children and young people, whatever their worry or concern.

Role Description:

ChildLine switchboarders are warm, friendly and reassuring. They provide a first point of contact for callers, putting them through to speak to counsellors and reassuring them about confidentiality If you are committed to protecting children and young people. If you’re a good listener, open minded and can commit to a regular weekly shift lasting between 2- 4 hours, then you could volunteer as a ChildLine switchboarder.

Key volunteer activities:

  • To listen to each call on its own merit and respond with respect
  • To give clear information when transferring a call to a counsellor
  • With training, to be able to assess priority needs and deal with them through the shift supervisor
  • To work within the systems to ensure as many calls as possible are answered and offered a service
  • To maintain confidentiality within ChildLine
  • To work as part of a team and be comfortable asking for support
  • To work within ChildLine’s policies and procedures to offer a service to children and young people

Do you have the following personal skills, attributes and experience?

  • Support and demonstrate NSPCC values; putting children first, making an impact, taking a stand, never settling for second best, working together
  • Able to listen
  • Able to remain calm and professional under pressure
  • Accepting and non-judgmental
  • Have a warm and friendly tone of voice
  • Able to be firm without being confrontational
  • Able to deal with stress appropriately
  • Able to learn, be open to feedback and flexible to change


  • Time/Days required: We are seeking volunteers who can commit to approx. 2 hours training. Following this volunteers need to be able to commit to a weekly shift lasting from 2 - 4 hours at the same time each week, for a minimum of 40 weeks a year. We ask for a minimum commitment of one year following training.
  • We will give you expert training and ongoing support All volunteers will go through initial training. Volunteers are supported before, during and after shifts through briefing sessions and supervisions.
  • Volunteers will receive out of pocket expenses.
  • There will also be opportunities to attend social events and be recognised for your contributions.
  • What are we looking for? Volunteering as a ChildLine switchboarder is a big commitment, in terms of time, energy and emotional impact. We will use your application to ensure that this is the right role for you and that you will be able to support the children and young people who contact ChildLine.
  •  Specific information relating to the base The shifts we are currently recruiting for are as follows: Monday: 20:45 - 23:00 & 22:45 - 01:00 Tuesday: 15:45 - 18:00 & 17:45 - 20:00 & 19:15 - 21:30 & 21:15 - 23:30 Wednesday: 18:15 - 20:30 & 20:15 - 22:30 & 21:45 - 00:00 & 23:45 - 02:00 Friday: 20:15 - 22:30 & 22:15 - 00:30 Saturday: 12:45 - 15:00 & 14:45 - 17:00
  • Safeguarding Checks: This volunteering role requires an enhanced criminal record check across the four nations (Access N.I., the Protecting Vulnerable Groups Scheme (PVG), Enhanced DBS check). Volunteers will be asked to provide all relevant documents for these checks.

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