England Services North

Triage Support Volunteer - Newcastle

Triage Support Volunteer - Newcastle


Role Summary - To act as the first point of contact for new clients and to provide them with support and guidance, both face to face and over the phone.

Time Commitment: One day a week minimum, for around six months, but this is flexible (Monday-Friday, office hours)

Location: 140-150 Pilgrim Street, Newcastle Upon Tyne, NE1 6TH

Supervised by: Emma Picknett


As a Triage Support Volunteer you will be a valuable part of our team as we strive to provide the people of Newcastle with free housing advice from trained advisers on a wide range of housing and debt issues including homelessness, housing applications, universal credit, housing benefit and issues relating to fuel poverty.


Main Tasks can include:

  • Meeting and greeting clients
  • Conducting initial assessments of clients
  • Assisting clients with form filling and applications
  • Booking in clients for appointments with our advisers
  • Giving out information and leaflets and supporting clients to use online resources
  • Signposting people to other services if we are unable to help


Skills and Experiences required:

  • Experience of working with the public
  • Excellent communication skills and the ability to understand the needs of our clients
  • The ability to work as part of a team and value and communicate effectively with others
  • Confident using Microsoft Office, including Outlook, Excel and PDF documents to a good standard
  • Confident telephone manner
  • Willingness to follow Shelter’s policies, including volunteering, health & safety, equality & diversity, confidentiality & data protection


Induction, Learning and Development:

To enable you to take part in this opportunity, Shelter will:

  • Provide you with a Volunteer Handbook and all Policies and Procedures
  • Provide E-Learning: Equality and Diversity, Health and Safety, Data Protection, Environmental Awareness and Safeguarding
  • Provide free access to our suite of internal training programmes and other appropriate Shelter training
  • Provide on the job induction
  • Reimburse "out of pocket" expenses in line with Shelter's volunteer expenses policy


Benefits of Volunteering with Shelter

  • Supporting Shelter in our fight against bad housing and homelessness
  • Gain valuable work experience
  • Be part of a great team
  • Build your confidence and develop transferable skills
  • Enhances your CV, we can help you to update this and will provide references when you leave our services


Why get involved with Shelter?

Shelter helps millions of people every year struggling with bad housing or homelessness through our advice, support and legal services. And we campaign to make sure that, one day, no one will have to turn to us for help. We're here so no one has to fight bad housing or homelessness on their own. Shelter volunteers are involved in our head office, services, shops, campaigns, events and our legal teams and they all contribute their valuable time, skills and experience. We simply couldn't achieve our goals without them.


Next Steps:

Please complete an application for this role. After you have applied, we will invite successful candidates to an interview to discuss the role further.

  • You will be involved in regulated activity for this role, and for this reason we require you to undertake a basic DBS check

Please note, you will be asked to declare any unspent convictions. Having a criminal record does not mean that you cannot volunteer with us. It may limit the different ways that you can get involved, but please contact us at involvement@shelter.org.uk, if you require more information.

This is a voluntary position that supports the work of our services and is not replacing the work of a paid member of staff. This role profile does not form part of any contract of employment.