Early Days in Custody Helpline Volunteer

The Nepacs North East helpline is part of our new Early Days in Custody project which supports prisoners and their families in the first few weeks of imprisonment. The helpline number will be advertised across the region so that family members or friends affected by imprisonment know they have a place they can call with their questions and concerns.

Ideally, as part of the role we would encourage volunteers to help within a Durham Nepacs project, for example Support at Courts or Family Prison Visits. This will enable volunteers to understand the journey of the family members/significant others and the situations they encounter as they navigate their way through the criminal justice system.

Main tasks include:

• To provide emotional support and information to families / significant others via telephone, email or text
• Make telephone calls to family members/significant others ahead of their first visit to a prison to explain the visiting process, answer questions and address concerns/worries
• Answer phone calls to the helpline and offer information and support to alleviate some of the distress and confusion experienced by family members/significant others when their loved one is first sent into prison
• Record all calls in line with our recording and monitoring processes
• Raise any causes for concern and follow the safeguarding process when necessary
• Volunteer with a Nepacs project on a fortnightly basis (optional but recommended)

Location The helpline role can be based from home or in our office in Durham Centre

To apply: Please download an application form from our Volunteer Opportunities page Volunteer | Nepacs of our website or contact: volunteering@nepacs.co.uk , or ring us on 0191 375 7278.

Skills

• Excellent listening and verbal communication skills
• Good writing skills
• Ability to maintain confidentiality at all times
• To be able to actively listen without prejudice
• Awareness of your own emotional triggers and can cope with your own feelings
• Ability to deal sensitively with all callers, including vulnerable people, those with mental health issues and children, as necessary
• Understand and demonstrate Nepacs values: Welcoming, Respectful, Supportive, Positive and Trustworthy