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Information Service Volunteer

Reference
VAC-18759
Contract Type
Permanent
Sector
Charity
Location
London
Salary
Volunteer
Expiry Date
11/09/2019
Stonewall’s Information Service answers questions from the public on any issue affecting LGBT people – from LGBT people themselves, their family, friends, teachers, employers and allies.

Job Description

Stonewall’s Information Service answers questions from the public on any issue affecting LGBT people – from LGBT people themselves, their family, friends, teachers, employers and allies.

We respond to over 5,500 queries a year on a wide variety of topics including coming out, partnership rights, parenting issues, discrimination, hate crime and immigration.

The service directs people to Stonewall’s own resources and signposts to other organisation who can provide advice or more specific support to help them further. We don’t give advice or provide counselling services.

Volunteers form a key part in the delivery of this service by responding to queries by phone or email.

 

Where Stonewall Office – Farringdon, London

When: Minimum of 1 shift per week or fortnight for at least 6 months.

Job role 

  • Responding to queries over the phone
  • Drafting email responses to queries
  • Drafting responses to queries via letter
  • Undertaking research where appropriate
  • Logging all queries dealt with on our CMS system
  • Requesting client to complete customer survey after call
  • Attending information evenings to deepen knowledge of LGBT area and Stonewall team

What you need: 

  • Good spoken English language skills
  • Good written English language skills
  • Good computer skills
  • Good telephone communication skills
  • Ability to follow service guidelines and policies for dealing with calls

 

All volunteers attend a compulsory 1-day training course which prepares you for this role. This is then followed by shadowing an experience volunteer during first shifts. Ongoing support and supervision are provided by the Information Manager and Information Officer.