Canadian Mental Health Association, NWT Division
NWT Help Line and HIV/AIDS Info Line Program
Box 2580
Yellowknife NT X1A 2P9
Phone: (867) 873-9903
Fax: (867) 873-4930
E-mail: nwthelpline@yk.com
The Help Line is essentially a telephone listening, crisis intervention and information service. Volunteers can provide accurate information regarding services offered to the public in Yellowknife, Dettah and N'dilo by 920-2121. All other western Arctic communities can access the line using toll free number 1-800-661-0844. The line operates from 7:00pm to 11:00pm every night of the year.
It allows the caller to find his/her own solution and decisions to work out problems without being a counselling service. The Help Line volunteer assists him/her in dealing with the related emotions as well.
The volunteer can direct the caller to professional agencies, support groups and other resources within the community when called upon to do so.
It takes the burden off the other community services that might otherwise become overloaded with problems that individuals could work out themselves with a little help.
Offers assistance during the hours when other services are not available.
Provides a training program for Help Line volunteers, which enable them to be effective listeners and well informed regarding community resources.
Provides an opportunity for personal growth.
Gives the community a sense of caring and sharing.
Limitations
People are assisted exclusively over the phone: no face to face assistance is given.
Volunteers may not offer private assistance, professional or otherwise, or arrange to meet the caller in person.
Responsibilities of the Help Line Volunteer
A Help Line volunteer provides a telephone listening and crisis intervention service. A volunteer helps callers in problem solving and makes referrals to other community services as needed.
Qualifications Needed (Assistance and training is provided)
- Non judgmental attitude.
- Interpersonal and communication skills.
- Maintains confidentiality.
- Able to work as a "team player".
- Can work with no supervision and knows when guidance should be sought.
- Knowledge of community resources.
- Make sound decisions regarding referrals.
- Punctual and able to meet shift requirements.
- Recommended as a volunteer by the Program Coordinator and Support Worker.
- Successful completion of the Help Line training program.
Volunteer Duties
- Answer the Help Line and HIV/AIDS Info lines and complete call logs
- Commit to 3 shifts (7:00p.m. to 11:00p.m.) per month once a year
- Sign-up for shifts in advance
- Covers own shift or arrange for replacement
- Be on time
- Attend all training sessions
- Provide emotional support to other volunteers
- Assist when necessary with calls handled by other volunteers
- Attend special workshops pertaining to Help Line
- Obtains current and accurate knowledge.
Volunteer Responsibilities
- To be sincere in the offer of service and to believe in the job to be done.
- To make every effort to cover shifts in a reliable and punctual manner.
- To accept the guidance and direction of the Program Coordinator and/or Support Worker.
- To be willing to learn.
- To maintain confidentiality.
- To respect all callers and volunteers.
- To respect the Canadian Mental Health Association and Help Line Program policies.
Volunteer Rights
- To receive comprehendible basic training and the opportunity to upgrade and refresh.
- To regular evaluation of volunteer performance.
- To be given guidance, direction and ongoing support.
- To be recognized as a valued member of the organization.
- To have access to supervisors and have concerns and suggestions addressed.
- To be kept informed of activities and opportunities within the Canadian Mental Association.
- To have a confidential and fair resolution of any grievance or dispute.
Volunteer Application Form