Telephone Welfare Volunteer

"Keeping in Touch" Telephone Welfare Volunteer: Role Description



To support vulnerable or frail people in the community by making welfare or keeping in touch telephone calls. We aim to provide a friendly ear, listen to their concerns have a friendly chat, and make sure that people feel safe, heard, and cared for. Identify support needs and refer to organisations as appropriate so that people receive the help they need.


You must be confident in speaking with people whose needs and views may differ from your own. The people you call may be elderly, vulnerable, lonely, have learning disabilities, or be a young family - so it is of the utmost importance that you are able to show empathy, respect and understanding.​

  1. Complete the induction or training provided.

  2. Read and understand the general guidance for the role.

  3. Receive referrals of people to contact and read any background information provided via Community Welfare Support App.

  4. Contact the person referred and use the appropriate script as the basis for a meaningful conversation.

  5. Always be guided by the wellbeing needs of the person you are talking with and be alert to any new or emerging needs. Where appropriate, make a referral to:

    1. The Watford & Bushey Covid-19 Mutual Aid co-ordinator               

    2. Herts Help

    3. Herts Independent Living Service

    4. In an emergency, always call 999

  6. Be alert for any signs of: an adult or child who might be at risk from another, abusive or controlling behaviour, drug or alcohol abuse, neglect (including self-neglect) and anyone with unexplained injuries that might indicate that someone’s safety is at risk. Raise any concerns immediately with your Co-ordinator or with W3RT’s Safeguarding Officer: Sandra Clark (07538 941345).

  7. Agree a time for the next call.

  8. Make a record of the call on Community Welfare Support App noting any significant matters.

  9. Notify your co-ordinator if you feel unwell or unable to volunteer so that we can keep our records updated and can support you.