Volunteer Role Profile

RoleReception and Drop-In Support Volunteers

Role summaryHelp Shelter in providing a welcoming and efficient customer service experience by supporting reception in our busy Bristol Office. As a reception volunteer, you will be acting as our initial point of contact for service users accessing our services by phone and visiting our morning drop-in advice sessions.

Suggested InvolvementOne day per week (Thursdays or Fridays) suggested for a minimum of 6 months, but this is flexible.

LocationShelter, 3rd Floor, New Bond House, Bond Street, Bristol.

Supervised byAnne Marie Osbourne – Senior ASG worker

Why get involved with Shelter?

More than one million people a year come to us for advice and support via our website, help lines, and national network of services. We help people to find and keep a home in a place where they can thrive, and we tackle the root causes of bad housing by campaigning for new laws, policies and practice.

As a Volunteer, you will be an invaluable part of our team as we strive to provide the people of Bristol with free, expert housing advice and support from trained advisers and support workers on a wide range of housing and debt issues including homelessness, housing applications, housing benefit and issues relating to fuel poverty. We support thousands of clients a year and are committed to delivering more of what we do to the people who need us most.

Main Tasks to include

  • Volunteering on morning or afternoon shifts on our busy Bristol reception. Morning shifts are between 9:00-13:00 and afternoon shifts are between 13:00-17:00
  • Answering calls and responding to enquiries
  • Signposting people to appropriate services
  • Morning volunteers will support our busy drop-in advice sessions, and have the opportunity to provide initial triage to service-users
  • Volunteers may occasionally support our support workers in home visits to clients with complex needs
  • Administrative tasks as and when required

Skills and Abilities required

  • Motivated, organised and reliable.
  • Friendly, approachable and empathetic
  • Able to sensitively deal with people experiencing upheaval in their lives
  • Able to follow strict confidentiality guidelines and to be aware of and make use of our safeguarding procedures
  • All staff and volunteers must follow Shelter’s Equality Policy and will be expected to use it within their volunteer role.

Induction, Learning Development

To enable you take part in this opportunity Shelter will:

  • Provide a volunteer pack including a Handbook and all Policies and Procedures
  • Provide e-learning: Equality & Diversity, Health Safety, Data Protection, CICM,
  • Provide introductory training to homelessness, welfare benefits and other relevant areas o
  • Pay “out of pocket” expenses in line with Shelter’s volunteer expenses policy
  • You will volunteer under the guidance of the Bristol Advice and Support Service.

Benefits of Volunteering with Shelter

  • Supporting and learning about the work of a large National charity
  • Developing transferable skills
  • Enhances your CV, we can help you to update this and will provide references when you leave our services

Next Steps

  • Please apply online by clicking the ‘apply for this position’ button for the application form. After you have applied, we will invite successful candidates to an informal interview to discuss the role further.
  • As this role may require you to handle sensitive information, we are obliged to carry out a basic DBS check
  • Please note, you will be asked to declare any unspent convictions. Having a criminal record does not mean that you cannot volunteer with us. It may limit the different ways that you can get involved, but please contact us if you require more information.

This is a voluntary position that supports the work of our services and is not replacing the work of a paid member of staff. This role description does not form part of any contract of employment.