VIA LINK 2-1-1 offers volunteer and internship opportunities for college level students and individuals in the helping professions looking for community involvement. VIA LINK 2-1-1 relies on the support of dedicated volunteers/interns to keep our hotlines fully staffed. Our volunteers/interns provide free, short-term crisis counseling and referrals for Helpline 2-1-1, The National Suicide Prevention Lifeline, and our Crisis Teen Textline.
What are the benefits of becoming a volunteer/intern at VIA LINK 2-1-1?
· Expand knowledge of social services in the communities served
· Enhance advanced communication skills
· Develop valuable crisis intervention skills
· Strengthen professional identity and self-awareness
· Expand professional networking
What are the requirements to become a volunteer/intern
VIA LINK 2-1-1 requires that applicants for our training programs meet the following criteria:
· Applicants must be at least 18 years of age and have completed at least one year of college.
· Employment, internship, and/or volunteering experiences in certain helping professions will also be considered.
· Provide an updated resume.
· Provide three professional references for contact.
What is the application process?
Applicants must complete the two phases of screening in order to be considered:
1. Submit Application and Resume- application can be found at vialink.org
2. Individual Interview
Prospective volunteers/interns can obtain the application and additional training information by contacting the Volunteer & Training Coordinator at
What positions are offered?
VIA LINK volunteers/interns have the option to choose between three trainings offered:
Full Crisis Hotline Training - There are four phases in the VIA LINK Hotline Specialist Training program totaling approximately 60 hours of training. In order to become a Hotline Specialist, each trainee must fully participate in all four phases. Crisis Hotline Specialists answer the National Suicide Prevention Lifeline, Helpline 2-1-1, and have the option of working on the Crisis Teen Textline.
1. Classroom Training
This phase of training involves approximately 24 hours of classroom learning, and is typically conducted in 9 three hour sessions over a 4-week period. Each session is dedicated to specific topics and the trainee should complete the required reading and/or activities from the training manual prior to attending each session. The first half of each session will cover the reading material where trainees are required to actively participate in group discussion. The second section of each session will divide the trainees into small groups to practice the skills and techniques learned through role-plays.
2. ASIST Training
Applied Suicide Intervention Skills Training (ASIST) consists of two 9-hour training days that will take place one weekend during the classroom training. During the two full days of training the trainees will learn specialized skills on how to effectively intervene with an individual at-risk of suicide. Trainees are required to attend both training dates and actively participate in the group’s discussion, role-plays, and activities. Absences and tardiness will not be accepted during this phase of training.
3. Contact Center Training
Contact Center Training will take place after the Classroom training. This training consists of written exercises that cover specific call center procedures that are crucial to know how to utilize for unsupervised shifts. During each session the trainee follows their Contact Center Training Folder and uses various equipment and technology in the phone room. Contact Center Training also provides an opportunity to watch and listen to the Volunteer Coordinator and other hotline specialists talking to real callers. The Volunteer Coordinator is able to answer questions about the Contact Center training exercises and actual hotline calls.
4. Supervised Shifts
During each three-hour supervised shift the trainee will answer hotline calls with individual guidance provided by the Volunteer Coordinator. The supervisor will be listening to the calls and is ready to assist, as needed, during and after each call. This may include prompting with specific phrases or techniques, and assisting with computer use. As more Supervised Shifts are completed the trainee becomes more comfortable, skills improve, and the supervisor will not need to offer as much assistance. This phase of training consists of approximately five shifts or until the trainee has demonstrated the ability to handle the calls, provide referrals, and follow procedures with minimal direction. Once trainees become “cleared” to independently answer hotline calls, they may create their own shift schedules and begin working towards the service commitment.
Outreach Volunteer Training
[Week day and weekend availability preferred]
Volunteers/Interns have the option to help with agency outreach in the community. Outreach volunteers go through a training process to learn about VIA LINK and what we do, including information on our hotlines and training programs available. Volunteers then represent VIA LINK at community events such as health fairs and community walks, passing out information and answering questions about VIA LINK’s programs and services. Outreach volunteers can also have the opportunity to speak about VIA LINK’s mission and services to both individual citizens and other community agencies.
- Outreach volunteers need to have a good attitude and be comfortable speaking in public. Must either have own transportation or access to some form of transportation to get to community events."
- Volunteers have the option of completing only the Outreach Volunteer Training, or completely this training together with another training program
- For students looking to fill semester long public service requirements, the Outreach Volunteer Training program is preferred option.
Helpline 2-1-1 Training
[Week day availability needed]
– Volunteers/Interns have the option of becoming Information & Referral Specialists, answering only Helpline 2-1-1. I&R Specialists will become familiar with VIA LINK’s resource database of over three thousand local non-profits and community organizations within VIA LINK’s ten parish service area while providing information and referrals to callers in need. I&R Specialists will also assist in the expansion of VIA LINK’ resource and information databases. The Helpline 2-1-1 Training is approximately 20 hours of training, including three phases. In order to become an Information and Referral Specialist each trainee must fully participate in all three phases.
1. Classroom Training
This phase of training involves approximately 10 hours of classroom learning, and is typically conducted in 5 two and one-half hour sessions over a 3-week period. Each session is dedicated to specific topics and the trainee should complete the required reading and/or activities from the training manual prior to attending each session. The first half of each session will cover the reading material where trainees are required to actively participate in group discussion. The second section of each session will divide the trainees into small groups to practice the skills and techniques learned through role-plays.
2. Contact Center Training
Contact Center Training will take place after the Classroom training. This training consists of written exercises that cover specific call center procedures that are crucial to know how to utilize for unsupervised shifts. During each session the trainee follows their Contact Center Training Folder and uses various equipment and technology in the phone room. Contact Center Training also provides an opportunity to watch and listen to the Volunteer Coordinator and other specialists talking to real callers. The Volunteer Coordinator is able to answer questions about the Contact Center training exercises and actual 2-1-1 calls.
3. Supervised Shifts
During each three-hour supervised shift the trainee will answer hotline calls with individual guidance provided by the Volunteer Coordinator. The supervisor will be listening to the calls and is ready to assist, as needed, during and after each call. This may include prompting with specific phrases or techniques, and assisting with computer use. As more Supervised Shifts are completed the trainee becomes more comfortable, skills improve, and the supervisor will not need to offer as much assistance. This phase of training consists of approximately five shifts or until the trainee has demonstrated the ability to handle the calls, provide referrals, and follow procedures with minimal direction. Once trainees become “cleared” to independently answer calls, they may create their own shift schedules and begin working towards the service commitment.
Service Commitment
Training is provided at no charge to volunteers/interns. In return for this extensive training, VIA LINK 2-1-1 asks that each volunteer/intern commit to a certain amount of service with our agency after they have completed training.
· Hotline Specialists are asked to commit to 150 hours of service, with a minimum of 15 hours a month. Training will be conducted over a 7 week period adding up to approximately 60 hours of training
· Outreach Volunteers are asked to commit at least 40 hours of service. Training shifts are flexible for this program and can be scheduled around volunteers’ availability.
· Information & Referral Specialists on the Helpline are asked to commit to 60 hours of service, with a minimum of 15 hours a month. Training will be conducted over a 2.5 week period, adding up to approximately 30 hours of training.