Peer Mentor Volunteer

4 weeks ago

London, United Kingdom Teenage Helpline Full time

At TeenageHelpline we are a tightknit community of people whoare passionate about make a difference in the lives of young peopleacross the UK

Teenage Helpline is an onlinepeertopeer mentoring service for young people. We can act as thefirst steppingstone for young people who do not feel comfortableseeking support for themselves or who need a listening ear to helpthem cope with personal issues.

All of ourvolunteers and employees are remote workers. We have great systemsin place to allow our employees and volunteers to get to know eachother work effectively together and do greatwork

We are a flexible organisation that valuesthe contributions of everyone. We will never ask more from ourvolunteers and employees than they can give but we are sure tocelebrate and recognise theirefforts.

About therole

As a Peer Mentor you are theface of Teenage Helpline engaging directly with all young peoplewho need support. You have a responsibility for providing adequatesupport signposting young people to more comprehensive support whenrequired and escalating complex cases.

Responsibilities

  • Makeyourself available for a minimum of 1 2 Mentor shifts per week topick up new cases when they enter the helpline within the SLAtimeframe.
  • Maintain communication with menteeswho would like ongoing mentoring support ensuring that youcommunicate your availability expectations with them upfront andhanding over any cases when notavailable.
  • Manage workload effectively ensuringthat you maintain regular contact with your Team Leader to keepthem updated with your existing caseload.
  • Maintain compliance with allconfidentiality agreements.
  • Maintain effectiverecords of all cases within Teenage Helpline systems as stipulatedby internal processes and procedures.
  • Escalatecases as required to the relevant teamsincluding:
    • Escalating all cases with anysafeguarding concerns to the Safeguarding Team forresolution.
    • Escalating any complex cases toyour Team Leader to ensure that they are managedappropriately.
  • Engagewith staff counselling and wellbeing services and programmes afterdealing with complex or triggeringcases.
  • Engaging with additional adhoc tasks andprojects as stipulated by Operations Management when caseloads arelow.

Skills

  • Abilityto convey information using good written and verbal communication(includes active listening and interpersonal skills).
  • Active listening & respondingeffectively & check onunderstanding.
  • Time managementskills.
  • Relationship building and Networkingskills.
  • Emotional and socialunderstanding/intelligence and/or demonstrable empathetic approachto others
  • Emotional resilience and ability towork in a challenging environment.
  • Being ableto understand and be sensitive to variety of issues and take anonjudgmental approach in mentoring our serviceusers.
  • Adaptable style to differentmentees.
  • Ability to record detailed notesregarding your activities.
  • Good skills in ITand proficient use of Microsoftapplications.

Our mission is to makeTeenage Helpline the best charity in the UK. To build inclusiveprocesses we need to build an inclusive team. Please know that thislist is indicative and that we would still love to hear from youeven if you feel you only are a 75% match. Skills can be learnedbut diversity cannot. We promote a diverse and inclusive culture atTeenageHelpline.

TheProcess

Our hiring processtypically has threestages

  1. Video orWrittenApplication (when applicable)
  2. Interviewwith the Talent Team
  3. Interview with the HiringManager

Some roles willhave extra stages but well let you know as early as possible ifso.

Please let us know if you requireany accommodations for the interview process and well do our bestto assist.

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