Volunteer with DCD

Listening to someone else’s life can change yours!

It’s 11:00 pm on a dark and rainy night, a young woman is up alone sobbing, eyes locked on a bottle of pills, not knowing what to do next or who she can turn to. Finally, in desperation, she decides to reach out to someone. She realizes that maybe she’s not yet ready to die and is looking for someone who is strong enough to stand beside her in this time of need.

…the phone rings at Distress Centre Durham’s 24-hour helpline and a small whimpering voice says, “I can’t do this anymore … please help me”

Can you help us ensure a caring, empathetic and well-trained volunteer will answer her call?

How do I become a helpline worker with Distress Centre Durham?

Volunteers are the heart and soul of Distress Centre Durham. We carefully select: empathetic, non-judgmental, responsible individuals 18 and over to answer our helpline. The Centre operates 24 hours a day – seven days a week and offers callers emotional support, crisis de-escalation, community referrals, and emergency intervention when necessary.

We handle approximately 8,000 calls a year. On our contact call-out program, individuals who need ongoing emotional support on a regular basis can be scheduled to receive calls from DCD as a way to promote emotional health and connection to his / her community, thereby preventing many types of crisis. We initiate over 3,600 calls a year to people in our community.

You have already started the process to become a helpline volunteer! Continue exploring the website, fill out and submit an online application package. Once we receive your application, we will provide information on the next steps via email.

Training is provided on the following topics:

Active listening
Risk assessment
Crisis De-escalation
Crisis & suicide intervention & prevention techniques
Grief and loss
Setting and maintaining boundaries

To become a volunteer for DCD, please contact volunteer resources:

How To Become A Volunteer - Lakeridge Health

Helpline Worker Screening Criteria

Not every individual who applies to become a Distress Centre Helpline Worker is suited to the unique demands of the position. Click here for more detailed screening criteria.

Helpline Worker Certification Policy

Only those trainees who satisfactorily demonstrate the skills, knowledge and attitudes outlined in the certification policy are eligible to join the Distress Centre Durham team of Helpline Workers. Click here for our detailed certification policy.

Time commitment

Our volunteer commitment is four shifts (16 hours) a month for our telephone program or 3 shifts (12 hours a month for our online text and chat program). This includes 4 hours of overnights for the telephone program or 4 hours of overnights for the online program. Volunteers have the opportunity to sign up for their shifts based on their unique schedules.

We look forward to receiving your application form.

Volunteer Benefits

The personal benefits of your training and subsequent work on our helplines include but are not limited to:

the opportunity to gain personal insight into your feelings, behaviours and relationships
the opportunity to gain a new perspective on yourself and your experiences
the opportunity to feel connected to the other people in your community
the opportunity to be humbled by our caller’s bravery and courage in the face of struggle
the opportunity to be a part of a team whose number one concern is the FEELINGS and emotional well-being of others!

The professional benefits of your training and subsequent work on our helplines include but are not limited to the following:

the development of “customer-service based” communication and active listening skills
the opportunity to learn crisis risk assessment tools
the opportunity to learn or enhance basic data collection and word processing computer skills
a verification letter for paid/unpaid and/or academic pursuits
the opportunity for a college or university field placement applicable for social/human/community services programs with a flexible schedule

Certification Policy

It is our policy to certify as Helpline workers, those who qualify under a number of criteria. As we are dealing with sensitive, personal issues accompanied by a variety of emotions and problems, we must be extremely careful in providing callers with the highest possible nurturing standards.

For this reason, our Helpline workers are screened carefully. It has been our experience that not all who apply are suited to this complex type of work.

Here are the criteria we use to certify an individual as determined by the training team:

Agree to sign the document of confidentiality
A demonstrated sensitivity and empathy to callers
Completion of the training program
The ability to understand and properly apply the material in the training manual
Participation throughout the training program
An ability to cope with personal/emotional problems which could interfere with an effective active listening style
Effective/appropriate active listening style (e.g. empathy; open questions; letting callers resolve their own problems; being nonjudgmental, etc.)
Has not been a caller to D.C.D. anytime within the past year
Does not have a record of offenses which Distress Centre Durham deems to relate to or have a potential effect on the wide variety and sensitive nature of issues which concern D.C.D. callers
Able to balance the weakness of the individual and his/her need for external support in working through a situation. Encourages the person needing help to be a partner in working towards resolving the situation, rather than to fixing, rescuing, or giving advice
Able to remain calm, show clear thinking, respond appropriately (e.g. empathy vs. assertiveness) and maintain a sense of balance while under great pressure, particularly during crisis situations
Does not let personal attitudes regarding meaning, purpose, and existence (of life), death and dying, assisted suicides, abuse, alternative lifestyles, or other moral/ethical controversial issues interfere with the ability to help the caller
Demonstrates the ability to accurately asses “risk” and apply proper de-escalation and/or intervention techniques

Position Descriptions

Volunteer Helpline Worker

Skills, Attitude & Knowledge

Must be 18 years of age and over. Individuals 17 years old must have peer counselling experience
Must be caring, non-judgmental and a good listener
Must be able to keep accurate and complete written records of calls
Must be willing to undergo initial screening procedures, basic training program and on-going training

Responsibilities

Speak to distressed callers – utilize active listening, crisis and suicide risk assessment tools and intervention techniques and refer, according to Distress Centre training
Keep written records and reports on all incoming and/or outgoing call and write recommendations to supervisor
Attend Basic Training, Advanced Training, Team Meetings and In-service workshops to update skills and to remain current on all new and relevant techniques, services etc.
Maintain accurate track of and log all volunteer hours contributed
Adhere to all the policies and procedures of Distress Centre Durham

Training

Basic Training focuses on effective communication, active listening skills (empathy, clarification/paraphrasing, open-ended questions, building confidence, referral/resource info if appropriate, etc.) crisis and suicide risk assessment, theory & techniques in intervention and prevention
With a focus on the unique needs of adult learners, the training workshops are delivered using a variety of techniques including training tapes, manuals, group discussion and role-plays

Orientation (includes a tour of the call centre, computer training, introduction to the community resources and referrals database and policy review)
Advanced Training will enhance active listening and crisis de-escalation skills and offer instruction in stress management techniques
In-service Training deal with relevant topics of interest to the helpline workers. Attendance is mandatory at 1 per year.

Time Commitment

Our volunteer commitment is flexible. For the first year, volunteers will complete 16 hours a month (with 8 of those hours between the hours of 10:00 pm – 6:00 am). After this 200 hours/one-year commitment, the minimum can be reduced to as little as 4 hours a month with no overnight requirement. Volunteers have the opportunity to sign up for their shifts based on their unique schedule.

Benefits

Interpersonal communication, and risk assessment skills which will be of benefit in both personal and professional relationships
A verification letter upon fulfillment of the Volunteer Contract
Computer training and an opportunity to work on a data collection and word processing software program
An opportunity to transition into other volunteer positions with various Distress Centre Durham services
Opportunities to build and develop skills relevant to Human and Social Service Work

Supervision

Reports to the Director of Volunteer Coordinator

Registration Policy

Thank you for your interest in becoming a D.C.D. Volunteer Helpline Worker. The number of participants in our Basic Training Workshop is deliberately limited. This ensures a personalized focus on skills, which translates into high-quality work on our helplines. We are very proud of the caliber of work our volunteers deliver.

We do not charge for our training; however, a negative Vulnerable Sector Check is required to volunteer, and the applicant is responsible for the fee. A volunteer letter from DCD is provided to reduce the cost.

If for some reason, you are unable to attend the training session for which you are registered, please notify our office at 905-430-3511 with as much advanced notice as possible, as often there is a waiting list for training.

In the event of “no-show” (and no notification), you will be ineligible to re-register for future training.

Please note that the fee is not intended to be a barrier to volunteering and may be waived at your request with no questions asked.

Registration fees may be applied to the next scheduled training session, only at the discretion of D.C.D. Staff, depending upon the circumstances.

In the event of “no-show” (and no notification), you will be ineligible to re-register for future training, and your registration fee will be non-refundable.

Welcome and Good Luck in your training!

Screening Process

Policy Title:

Screening Volunteers and Staff

Policy Statement:

In order to protect the qualify and integrity of the Distress Centre Durham service delivery, and therefore the clients who are served, DCD shall carefully screen all applicants on an initial and ongoing basis

Standards and Procedures:

Screening Mechanisms shall include:

Screening processes which are appropriate for each position/role
Clearly written policies which include a rationale, process/procedures and consequences of non-compliance
Initial information packages which detail criteria and expectations of the role involved
A screening interview {i.e. telephone interview for Helpline worker and face-to-face interview for staff members} which will precipitate and influence acceptance to the next level
Reference checks on each individual {1 personal, 1 professional} for which each candidate must sign authorization and recognition of failure to disclose truthful information and upon which acceptance into DCD is influenced
Police Records with Vulnerable Sector check (which must be clear of any offense, which may be deemed a potential threat to other volunteers or Helpline clients)
Clearance from the therapist of any individual undergoing professional therapy, that DCD work would not endanger the emotional/mental health of the worker
Confidentiality and Release of Information documents which must be signed prior to attendance at training and annually thereafter (and of which each person receives a copy)
Evaluation during basic training sessions which is both objective and subjective and which is measured against standards which are provided to the candidate in advance of training sessions
A thorough Orientation Session, following successful completion of interviews and training, which includes policy review and the mechanics of the Centre
Successful completion of DCD Basic Training Workshop, based upon the Volunteer Helpline Worker Certification Policy
Successful completion of four 4-hour Mentor Shifts in the month following Basic Training

Student Placements

To be eligible for field placement with Distress Centre Durham, all students must successfully complete the DCD Screening and Training program. This program which mirrors the volunteer helpline worker program includes:

Submission of written application (copy of application and info package attached)
Pre-screen interview
Adequate Police Records Check
Adequate Reference Check
Successfully meeting the requirements of Basic Training Sessions 1 & 2 (criteria outlined in info package)

Task List

Students will be engaged in the following activities:

Answering helpline call: 40%
Participation in Community Presentations / Support Group Facilitation: 10%
Caller Case Management (with staff): 10%
Updates to Resource Centre Materials: 10%
Updates to Community Resources Database: 10%
Participation in Fundraising planning and events: 10%
Administrative Duties as assigned: 10%

For more information about our student placement opportunities, please contact staff at 905-430-3511 or e-mail dcd@lh.ca

Testimonials

The following are real testimonials from our Helpline Volunteers.

From our 24/7 Crisis Line:

As a Volunteer Helpline Worker at Distress Centre Durham, the Durham Region’s toll-free, confidential 24/7 helpline, I have learned how to utilize the active listening process to help provide emotional support and a safe, non-judgemental environment to callers in distress, crisis, and emergency situations. I have demonstrated compassion, empathy, and respect to callers experiencing a broad range of issues, such as addiction, abuse, mental health issues, poverty, and suicide, and have become a more open-minded and tolerant person.

Listening to the stories of personal struggle and spiritual strength have all taught me about persistence, patience, and the human need for acceptance, validation, and reassurance. I have realized more than ever that no matter who you are, what you believe, where you come from, and when you were born, everyone wants to feel that they matter in this world. It has been rewarding being a listening ear to callers in their darkest times and giving others a sense of hope in the journey of life.

Christopher, 911 Emergency and Call Centre Communications Student (2016)

When I was searching for a volunteer position, I knew I wanted to work directly with the people the organization served. The thought of responding to callers in distress, however, seemed somewhat intimidating at first. But as I went through the volunteer application processes and training, I was quickly assured I could do this. As an IBM retiree, I know first-hand about the dedicated efforts required from an organization’s leaders to always act professionally and maintain high standards. DCD’s leaders equal these qualities in so many ways.

The training, mentoring and support you’ll receive to learn how to be a helpline volunteer is exemplary. It enables you to feel confident taking calls and feel comfortable knowing you’re never alone because experienced, caring, dedicated staff is available to volunteers day and night. You never stop learning at DCD. As new information and methods about handling callers in distress becomes available, you are kept informed.

The call centre is a welcoming, cozy place with words of encouragement posted on the walls. I not only look forward to stepping up to the challenge of listening to callers but also to meeting and talking to other volunteers. Everyone I’ve met has been amazingly friendly, helpful and encouraging.

The high standards and caring nature of staff and volunteers assure me I’ve made the right choice to be a volunteer at DCD. They make me feel special and appreciated which in turn encourages me to do the best I can for distressed callers.”

Janice (2016)

From our ONTX (Ontario Online and Text Crisis Services) responders:

As a volunteer for the new ONTX (Ontario Online and Text Crisis Services) service by Distress and Crisis Ontario, I have the opportunity to help provide emotional support to visitors in a safe, confidential environment. In a generation where technology is quickly advancing, I respect how Distress and Crisis Ontario is adapting to an era where the Internet and text messaging are becoming common methods of communication.

ONTX has shown to be a valuable service for people who are not comfortable using the phone and prefer the option of chatting or texting where others cannot overhear the conversation. During my time with ONTX, I have the ability to utilize the skills I have learned from Distress Centre Durham, including active listening, crisis intervention, and suicide risk assessment. My experiences talking with visitors from all over Canada have helped me see the thread of humanity that runs through every individual. I will always remember one conversation I had with a visitor when I said that there are moments when we need the help and support of others to reflect the light we sometimes don’t see in ourselves.

Christopher (2016)

Training Schedule

Basic Training Workshops for Helpline Volunteers

Consist of more than 18 hours of specialized training in:

Effective communication
Active listening skills (empathy, clarification/paraphrasing, open-ended questions, building confidence, deferral/resource information if appropriate, etc.)
Crisis and suicide risk assessment
Crisis and suicide theory and techniques in intervention and prevention

For more information, call 905-430-3511

Lakeridge Health
905-576-8711