ALONE: National Support & Referral Line Volunteer


National Support & Referral Line Volunteer


ALONE is a national organisation that supports and empowers older people to age happily and securely at home. We support individuals and their families, work with other organisations, and campaign nationwide to improve the lives of older people.

We work with all older people, including those who are lonely, isolated, homeless, living in poverty, or are experiencing other difficulties. We support them through these challenges to help them find long term solutions. For more information, visit

What’s involved?

On 9th March, we launched a new National Support & Referral line, as part of our supports to older people, who have concerns or are facing difficulties in Ireland. The National Support & Referral line is open Monday to Sunday, 8am-8pm by calling 0818 222 024. By acting as the first point of contact on our support line, by being warm, friendly and professional you will provide a listening ear, information and support for older people, many of whom feel they have nowhere else to turn. Please note these calls can be very challenging at times and includes issues regarding mental health and suicide ideation.


  • To help answer queries from older people regarding Covid-19; this might include the provision of official information from the HSE or other official sources. This will be provided to you
  • To help access information for the older person as required
  • To log all calls into a computer logging system
  • To log support requests for ALONE’s other services such as Practical Support or Telephone Befriending
  • To report any concerns regarding an older person’s health, safety or welfare to ALONE staff
  • To act in a friendly but professional manner on the Helpline; thus ensuring it is a positive experience for the older person
  • To be mindful of the general wellbeing of the older people and provide a positive experience during the call
  • Participate in check-in calls with staff in order to discuss any issues or address any challenges you may be facing in your role
  • To complete training and follow the ALONE guidelines throughout your time with ALONE

What’s required for this position

  • A genuine interest in the welfare of Older People
  • A competency in using different software systems. You will receive training in Salesforce, Teams, IP Telecom, but will be expected to know how to navigate Outlook Email and SharePoint. You will have to be able to use all systems during each shift
  • Safetalk / Assist training or the equivalent knowledge is desirable as calls can be challenging
  • It is essential that you have your own laptop / computer and high speed broadband. (Calls are answered through the laptop / computer so it must be compatible. Headphones can be provided, if needed)
  • The ability to follow directions and agreed guidelines/protocols and work as part of a team
  • Fluent spoken and written English
  • To be respectful and committed to the values and aims of ALONE
  • A caring, understanding and friendly attitude
  • To be patient, reliable and have good listening and communication skills
  • To be non-judgemental and respect the confidentiality of the older person and of all records that you come into contact with
  • The ability to prioritise your own wellbeing and self-care. There are trained professionals who are on shift every day for debrief and support.

What’s Involved?

It is essential that National Support & Referral line volunteers commit to one set shift of 4 hours per week for a minimum of 6 months. The shifts are:

Monday to Sunday
8am-12pm / 12pm-4pm or 4pm-8pm.


Currently these calls are taking place in each individuals own home.

Screening details for this role

  • ID Check, Garda vetting and virtual one-to-one interview
  • Sign volunteer agreement form
  • Complete an IT training module regarding how to receive and logs calls
  • Possible interview with Helpline Manger

Volunteers will receive the following supports

  • ‘On the job’ training from staff/experienced volunteers
  • Named supervisor / staff support
  • Insurance cover
  • Access to LAYA assistance programme

Benefits you will receive as a volunteer

  • The opportunity to make a real impact to the lives of older people
  • Initial and ongoing training
  • Insights and understanding about social inclusion issues
  • Opportunity to progress into other roles in Alone
  • Opportunity to develop your leadership skills
  • A chance to be part of the ALONE volunteer community

How to apply

Complete the expression of interest form here:

General Info

Date Entered/Updated
21st Apr, 2022
Nationwide / Home Based
Expiry Date
21st Jun, 2022