Older Residents Telephone Befriender

Role Title:          Older Residents Telephone Befriender                                    

Department:      Operations                        

Reports to:        Older Residents Worker

Location:           Housing for Women Head Office (Brixton, SW9 9SP)


Overall Aim

Housing for Women is recruiting two enthusiastic and motivated individuals to join our Older Residents Support Team to provide a supportive and confidential telephone service to our older clients.

As an Older Residents Telephone Support Befriender you will help us not only to combat isolation and loneliness by promoting wellbeing and confidence in our older residents, but also to assess and address their needs so they can continue living independently in their homes during later age.

If you are looking to gain hands on experience in supporting people, under the guidance, support and supervision of our experienced Older Tenants Worker this is the perfect opportunity for you as we will provide relevant training and help you to identify career development opportunities. This role will suit empathetic and patient people wanting to put to practice their communication and active listening skills.


Key Responsibilities

  1. To maintain regular telephone contact with older tenants to provide friendly conversation about things of general interest to them and to ensure their wellbeing
  2. To raise any concerns regarding the mental, physical and overall wellbeing of older tenants to the Older Tenants Worker
  3. Provide emotional and practical support to clients under the direction of the Older Tenants Worker and signpost them to local services where appropriate
  4. To keep accurate and relevant records regarding contact with tenants
  5. To maintain an open and non-judgemental attitude
  6. Sign and adhere to Housing for Women confidentiality contract
  7. To attend in house relevant training and supervision sessions as and when required
  8. To act in accordance with the aims of Housing for Women



The ideal volunteer will be able to dedicate 1-2 days a week for 3 - 6 months.

Our Telephone Befriending Services operates on Tuesdays, Wednesdays and Thursday from 10:00am to -4:00pm.

Volunteering days and hours can be negotiated as long as they are compatible with our service operation hours



Benefits of volunteering

This is a great opportunity for somebody looking to gain experience in social care, working with mature adults and or providing one to one support to vulnerable individuals. Some additional benefits are:

  1. Experience of working in a supportive and professional environment
  2. Full induction, support and supervision
  3. Opportunity to develop new skills
  1. Relevant training opportunities (i.e. Mental Health awareness, Lone working, LGBT, Safeguarding, Data Protection, etc.)


Additional Information


  • Core training and induction will be provided prior commencing the role.
  • We reimburse genuine out of pocket travel expenses (London zones 1- 6) to and from the place of work and up to £5 for lunch expenses.
  • If deemed necessary Housing for Women will conduct a full DBS Check


We welcome applications from people of all backgrounds and sections of the community and we particularly encourage applications from senior citizens, ex-offenders and Black, Asian and Minority Ethnic (BAME) candidates as they are currently under-represented in our Volunteering Programme.


Role Experience, Knowledge and Skills Profile


Experience & qualifications

·         Good Command of English

·         Experience dealing with clients over the telephone (desirable)


·         Understanding of the needs of older people

·         Understanding of Equal Opportunities

·         Conversational knowledge of a foreign language (desirable)


·         Good listening and communications skills

·         Ability to cope under pressure and deal with any issues that arise swiftly

Personal style and behaviour

·         Ability to work on own initiative

·         Resilient, able to handle conflict and remains calm under pressure

·         Works well independently

·         Patient person

·         Reliable and Flexible

·         Have a non-judgemental attitude and person centred approach

Other requirements

·         Commitment to quality, customer service, best practice and best value in all aspects of the Association’s operations

·         Personal commitment to the corporate values, vision and objectives of Housing for Women’s culture of continuous service improvement

·         Evidenced commitment to equality and diversity


For more information please contact Maria Galan – Volunteer Co-ordinator

Email: volunteer4us@h4w.co.uk   Phone: 0203 794 4798   Mobile: 07711 469094

Housing for Women, 6th Floor, Blue Star House 234-244 Stockwell Road, London SW9 9SP

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