Be inspired
Paula Hancock, 59, was searching for a volunteering opportunity that fitted her new life after retirement, but became part of something much bigger after joining Family Action’s helpline, FamilyLine.
I still feel butterflies in the pit of my stomach when the phone rings. No matter how many calls you take, you can never predict who’s going to be on the end of the line. By the end of a morning’s shift, I’ve probably offered practical advice on how to access special needs support, referred someone to our counselling service and simply provided another person with a verbal hug. Taking two hours out of my day can often make the world of difference to someone who needs a helping hand.
I started looking into volunteering when I retired. I’d had a busy career as an IT project manager and was ready to enjoy some travelling with my husband, Terry, and spending more time with my family. I was looking to keep my brain ticking over, but needed something that could fit around my new phase of life. That’s what drew me to FamilyLine, a phone line for adults needing practical support or a friendly ear to listen to their worries.
Most enquiries are by phone, although people can also chat over text message, webchat or email. Volunteering shifts can be as little as an hour, and you can book them up to a month in advance. I tend to do two-hour slots twice a week, answering calls from home in Sheffield.
I joined FamilyLine in 2022, after a training period that involved a mix of group and one-to-one online classes, where we learned about the common types of calls to expect and how to support people in different situations. Safeguarding issues are the most serious cases, which involve a caller who may be at immediate risk of harm. I’ve only ever had two such calls, and one of them happened to be my very first call.
I answered the phone to a woman in distress as her partner had been physically abusive before he’d run out of the house. I tried to reassure her and provide practical steps: was anyone else home? Had she locked all of the doors? Could she put the key in the lock to prevent him getting back in? Then I encouraged her to ring the police, who came to assist her.
People often ask me what a typical call is like, but no two are ever the same. I may have one lasting five minutes, followed by another that takes over an hour. We have people from every walk of life and with all sorts of problems seeking help.
I tend to volunteer on Monday mornings, which is on
