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      Information Line Volunteer - Peterborough

      Action on Hearing Loss are looking for volunteers to help us respond to enquiries to our Information Line. The Information Line provides expert information and support on all issues relating to deafness, tinnitus and hearing loss on a National level. It is a vital resource for people affected by hearing loss and is the only helpline for people confronting deafness, tinnitus and hearing loss in the U.K.

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      Orton Southgate, Peterborough


      Due to the nature of this role, a lot of training is required. We therefore ask volunteers to commit to a minimum of 4 hours a week for a duration of 6 months. 

      The information line is open Monday to Friday, 9am to 5pm. 

      Morning Sessions: 10am- 12.30pm / Afternoon Sessions: 1.30pm- 4pm.

      What will you be doing?

      As an Information Line Volunteer, you’ll help with the following tasks:

      • Respond to information enquiries from a wide range of enquirers including deaf and hard of hearing people and people with tinnitus through multiple channels e.g. Telephone, Email and Live Chat
      • Fulfil requests for information by sending information by post and/or signpost or refer to other departments and organisations as appropriate.
      • Accurately pack information and leaflets to send to enquirers.
      • Ensure the enquirers contact details are recorded accurately on the Information Lines database in line with GDPR.
      • Keep up to date with other Action on Hearing Loss departments e.g. Campaigns, Products and Membership and actively promote these services.

      Why do we need you?

      The Action on Hearing Loss Information Line provides free, confidential information and invaluable emotional support to tens of thousands of people across the UK. The service is available to anyone affected by deafness, tinnitus and hearing loss, allowing them to access support when they need it, at a time and in a way that’s most suitable for them.

      The Information Line is often the first place someone will go to share their concerns, worries and fears about what hearing loss means and the impact it will have on their lives – particularly those who have lost their hearing later in life.

      We need enthusiastic individuals to join us, so people confronting deafness, tinnitus and hearing loss can take control of their lives and remove the barriers in their way.

      What skills do you need?

      Here’s what we think could be beneficial:

      • Willingness to learn about issues affecting people confronting deafness, tinnitus or hearing loss
      • Good communication skills (written, oral and listening)
      • Friendly, reliable and approachable manner
      • Ability to listen to questions and to answer appropriately by being able to explain issues in a clear and accurate manner – referring to service staff when necessary
      • Good IT Skills, (especially in the use of Microsoft Office applications, internet and emerging digital media methods)
      • Attention to detail
      • Ability to record information accurately and to maintain confidentiality
      • Empathetic andPatient - Ability to remain calm in dealing with difficult situations/customer contacts
      • Being able to maintain confidentiality and able to keep sensitive data safe

      What support will you get?

      We value your time and commitment and want to make sure you are enjoying volunteering with us.

      In a recent survey, 92% of our volunteers would recommend Action on Hearing Loss as a good place to volunteer!

      We would welcome you into our team and ensure that you receive regular support from the Information Line Manager, especially in the early stages of your role. We will help you settle in and support you to learn as you go.

      You will also receive regularly 1:1’s and buddy support from other members of the Information Line as you work together and build in confidence.  We will value your personal contribution and listen to your feedback and welcome your ideas.

      Here’s what our volunteers say!

      “I enjoy meeting people and helping them with their queries. Hearing loss can cause frustration and isolation, leading to loss of confidence.  If I’m able to improve someone’s quality of life by sharing information or raising awareness of how others can help, then that’s very satisfying.” RB

      What training is offered?

      Action on Hearing Loss offers full, on-going training for all volunteers including an induction programme and further training specific to the volunteering role.  This may include:

      • Training in Understanding Hearing Loss
      • In depth training on Action on Hearing Loss factsheets
      • Online GDPR training
      • The opportunity to attend other training relevant to the role.

      What will you gain?

      Our volunteers receive the following benefits:

      • Training – learning new skills, and gaining up-to-date knowledge of issues affecting people confronting deafness, tinnitus and hearing loss
      • Experience – meeting new people in different situations, building new friendships with other Action on Hearing Loss volunteers
      • Fulfilment– knowing that the time you provide will make a real difference to the people we support, and raising deaf awareness throughout society as a whole
      • Expenses – all reasonable expenses incurred as a result of your volunteering will be reimbursed according to the Action on Hearing Loss expenses policy
      • Opportunity to try other volunteering roles locally with Action on Hearing if available


      You will just need to be able to travel to and from our office, whether by car or public transport. All reasonable travel expenses will be reimbursed, according to the Action on Hearing Loss Travel and Subsistence Policy.

      What next?

      Thanks for taking the time to read these details.  Ready to apply for this role? 


      Please complete our online application form or, if you are interested and would like an informal chat, please get in touch with us. We would be delighted to hear from you.


      Call: 01273 840960

      Apply now