Prisoners’ Families Helpline Volunteer

Purpose of this role

To provide advice and information to family members, friends, prisoners and professionals by responding to incoming telephone calls. You will respond to queries by providing direct information, signposting to other relevant organisations and making referrals to Pact colleagues as well as other family support services such as Barnardos, Spurgeons and Nepacs. Below are a few examples of calls received on the helpline:

· Trying to find out which prison someone has been sent to

· Concerns regarding the wellbeing of a prisoner

· How to keep in contact with someone in prison

· How to send money to someone in prison

· What to do after someone has been arrested

· What support is available to someone after release from prison

What you will be doing

· Answering daily telephone calls, providing information and guidance

· Escalating any urgent/imminent safeguarding calls with the prison

· Making referrals and signposting to Pact colleagues and other external organisations

· Updating an Excel spreadsheet logging all calls taken

· Communicating with other colleagues on shift as well as Shift Supervisors

Benefits to you

· Make a huge difference to prisoners and families

· Gain valuable experience and a strong awareness of the Criminal Justice System

· Gain practical skills and experience

· Develop skills and enhance your CV for future employment / volunteering opportunities

· Join a great team of supportive, respectful and caring individuals

About Prison Advice and Care Trust (Pact)

Pact is a national charity that provides support to prisoners, people with convictions, and their families through a range of services.

What skills do I need?

The type of person we are looking for


Working on a helpline or experience of talking to people on the phone in a professional capacity

Working in a team

Handling sensitive data

Skills / Abilities 





Verbal & written communication skills

Good I.T. literacy




Can-do attitude


Genuine desire to help people

You can apply here for this role -

Posted for
Prison Advice and Care Trust (Pact)

Register your Interest

Quick Enquiry


  • Civil Rights
  • Crime, Victims and Offenders


  • Advice and Information
  • General Helping
  • Supporting People and Befriending


  • DBS check required
  • Equal Opportunities Policy
  • Health and Safety Policy
  • Ongoing support
  • Training provided
    You will be required to undertake our Safeguarding and Professional Boundaries training online, as well as attending our role-specific Helpline training via Zoom. You will also have access to various other training modules on our new eLearning platform.
  • Volunteer induction
    We will provide a full induction and regular supervision to support you in the role.
  • Volunteer Policy
  • Volunteers covered by insurance
  • Vulnerable Adults Policy (where relevant)
  • Written role description

When can I volunteer?

Mon Tue Wed Thu Fri Sat Sun
Morning No No No No No No No
Afternoon No No No No No No No
Evening No No No No No No No

Availability Details

This role currently has a waiting list - do get in touch if you'd like to be added to the waiting list. Time commitment & location This role is being offered remotely, so you will need to have access to a laptop/computer, a smart phone and an internet connection. A quiet working environment is also required. Time commitment: We expect volunteers to commit to working a minimum of one shift per week, for a period of at least 6 months. The helpline is open 7 days a week, 9am-8pm Monday-Friday and 10am-3pm on weekends. The shifts we have available are as follows: Monday – Friday: 9am-1pm,1pm-5pm or 5pm-8pm Weekends: 10am-3pm (If you wish to work multiple shifts, please let us know)


This opportunity can be carried out whilst working from home.

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