Peer Mentor (Volunteer)

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.

Skills:​​​​​​​

• 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.