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Prisoners’ Families Helpline Volunteer

Prisoners’ Families Helpline Volunteer
Prison Advice and Care Trust (Pact)
Description of the role:

The Prisoners’ Families Helpline provides support to loved ones of those affected by the Criminal Justice System across England and Wales.

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

What we offer

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.

This role is subject to:
• 2 satisfactory references

Support and Supervision
We will provide a full induction and regular supervision to support you in the role.

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

Next steps
To apply for this role, please visit the following link:

July 2021 update: Due to the high number of applications received, recruitment to this role is temporarily suspended. There is a waiting list and if you are interested on the role and happy to be added to this list please log in to enquire via the Directory or contact:

For more information about Pact please see the following link:

Skills and qualities needed for the role:

• Listening
• Empathy
• Determination
• Teamwork
• Verbal & written communication skills
• Good I.T. literacy
• Non-judgemental
• Can-do attitude
• Flexible
• Genuine desire to help people

Practical information:

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)


Additional Information
DBS check needed: No
Driving licence needed: No
Car owner: No
Open to: Over 18s
Is this role wheelchair accessible?: Yes
Prison Advice and Care Trust (Pact)
29 Peckham Road
Last updated: 16.07.2021
Organisation Information

The Prison Advice and Care Trust (Pact) is a national charity that provides support to prisoners, people with convictions, and their families. We support people to make a fresh start, and minimise the harm that can be caused by imprisonment to people who have committed offences, to families and to communities.