Job reference: OTX-000136
Salary: Volunteer - Unpaid
Department: Operations
Location: Home-Working
Hours Per Week: 2
Closing date: 31/12/2023

Job Description

About Teenage Helpline:

Teenage Helpline is an online peer to peer mentoring service for young people. We can act as the first stepping-stone for young people who do not feel comfortable seeking support for themselves, or who need a listening ear to help them cope with personal issues. 

About the role:

As a Peer Mentor, you are the face of Teenage Helpline, engaging directly with all young people who need support. You have a responsibility for providing adequate support, signposting young people to more comprehensive support when required and escalating complex cases. 

Roles & Responsibilities:

  • Make yourself available for a minimum of 1 – 2 Mentor shifts per week to pick up new cases when they enter the helpline within the SLA timeframe.
  • Maintain communication with mentees who would like ongoing mentoring support, ensuring that you communicate your availability expectations with them upfront, and handing over any cases when not available.
  • Manage workload effectively, ensuring that you maintain regular contact with your Team Leader to keep them updated with your existing case load.
  • Maintain compliance with all confidentiality agreements.
  • Maintain effective records of all cases within Teenage Helpline systems as stipulated by internal processes and procedures.
  • Escalate cases as required to the relevant teams, including:
    • Escalating all cases with any safeguarding concerns to the Safeguarding Team for resolution.
    • Escalating any complex cases to your Team Leader to ensure that they are managed appropriately.
  • Engage with staff counselling and wellbeing services and programmes after dealing with complex or triggering cases.
  • Engaging with additional ad-hoc tasks and projects as stipulated by Operations Management when caseloads are low.


  • Ability to convey information using good written and verbal communication (includes active listening and interpersonal skills). 
  • Active listening & responding effectively & check on understanding.
  • Time management skills.
  • Relationship building and Networking skills.
  • Emotional and social understanding/intelligence and/or demonstrable empathetic approach to others
  • Emotional resilience and ability to work in a challenging environment.
  • Being able to understand and be sensitive to variety of issues and take a non-judgmental approach in mentoring our service users.
  • Adaptable style to different mentees.
  • Ability to record detailed notes regarding your activities.

Good skills in IT and proficient use of Microsoft applications. 

Take a look around the company