Where is Switchboard based?
Switchboard's offices are based in Islington, North London and volunteers must be able to travel to the office on a regular basis for shifts in the phone-room where calls are answered. If you aren't able to get to London regularly, there may be another Switchboard closer to you that need volunteers. You can search for your nearest Switchboard on www.queery.org.uk

Do you have to be lesbian, gay or bisexual to volunteer?
Yes. Switchboard's policy is that all volunteers must self-identify as lesbian, gay or bisexual.

What do you look for in a volunteer?
Someone with the ability to listen to callers in a non-judgemental manner and limit their own experiences when taking calls. Volunteers must be able to be non-directive and adaptable; a call from a 15 year old just ‘coming out' might be followed by a call from a 50 year old man looking for a local bar. Though we don't expect volunteers to know everything about gay, lesbian and bisexual life in the UK we do look for people with a general perception of the diversity of people's life experiences.

Volunteers with daytime, late evening and weekend availability are particularly sought after, as these periods can be difficult to cover.

Volunteers must also be able to offer a commitment to taking calls on a regular basis. The initial training programme is conducted over 6 consecutive Saturdays or 10 weeknights and all volunteers must be available to complete this before being allowed to answer the phones.

What's your typical volunteer like?
There isn't a typical volunteer. Switchboard volunteers come from a range of backgrounds and age groups and all have something different to offer; they're as diverse a group as our callers. You might encounter a 60 year old male lecturer working alongside a 20 year old female electrician in the phone-room.

Applications are welcome from all members of the LGB community, particularly those from groups generally less well-represented.

What happens next?
You will receive a letter either inviting you to interview if your application has been successful or letting you know that your application hasn't been successful this time.

If you aren't successful this time, you can reapply and any previous applications won't jeopardise future applications, but we do ask that you wait 6 months before reapplying. If you are successful and are also accepted at interview, you will be invited to participate in the training course.

What does the training consist of?
After interview you may be invited on to a Core Assessment Training (CAT) course. The training will equip you to deal with the range of Switchboard's callers and will consist of role-plays, group exercises and other activities. It takes place over 6 consecutive Saturdays or 10 weeknights and volunteers must be able to attend all sessions.

Following the CAT assessment, at which point you may pass or fail, you will be able to start on the phones with your personal trainer, with whom you will do 10 hours on the phones. You will then do another 25 hours with other volunteers, before being able to take calls completely on your own.

On completion of your formal training you will have a training review to consolidate your learning. More informal sessions are organised around once a month on a variety of topics for all volunteers and refresher training takes place once every two years.

How are shifts organised?
Switchboard operates a flexible shift system and there are currently no fixed shifts, meaning that you can come in after work, or before work, depending on what suits you, and stay for 3 hours or 5 hours, for example. Most shifts are 3-4 hours in length and whilst many volunteers work regular shifts, others prefer to answer the phones with different people. Shifts are booked in advance through the volunteer co-ordinator or simply update the rota in the phone room.

What commitment is expected of me?
The minimum commitment, is currently 6 hours a month, this can be organised however you like. However most volunteers come in for a shift once a week or once a fortnight. Although you are generally expected to come in for a shift twice a month, we understand that this may not always be possible and Switchboard accommodates for illness, holidays and other changes of circumstances. Feel free to contact the Volunteer Co-ordinator if you have any worries about this.

I'm unwaged/need to pay for childcare; is it possible to be reimbursed for expenses?
All unwaged volunteers, those with a disability and those incurring childcare costs can claim back their expenses, such as travel costs, and are actively encouraged to do so. All volunteers are able to take a taxi home or to Switchboard for shifts after 10pm free on the Switchboard account.

I used to be a volunteer for the London Lesbian and Gay Switchboard; do I need to retrain?
Not usually. Ex-volunteers, who have completed the entire CAT training process and worked on the phones, will be assigned a personal trainer and will be required to do a between 10-18 supervised hours, before being allowed to answer calls on their own again. Ex-volunteers are always welcome back; just call the volunteer co-ordinator on 0207 689 8517 or email her on vc@llgs.org.uk to discuss returning.

What other facilities are there for volunteers?
Switchboard volunteers are able to attend update evenings on a variety of issues and are also required to attend refresher training every 2 years. Support is available in various forms from other volunteers as well as an external counselor if necessary. There are regular social evenings, volunteers can borrow books from an extensive LGB library, the phone-room is always well-stocked with plenty of food for when volunteers are on shift and a membership card entitles volunteers to discounts at a range of gay venues across London.

Can I do other work for Switchboard as well as answering the phones?
Switchboard is a volunteer-led organisation and all volunteers are expected to do some ‘back-up work' for one of the working groups; Human Resources and Training, Public Relations and Fundraising and the Information group. This may take the form of bucket-rattling round Soho, designing some leaflets, helping to interview potential applicants or updating Switchboard's extensive database and many volunteers enjoy this just as much as answering the phones. There are also trustee positions elected by all volunteers at general meetings.

I don't think I can commit to volunteering right now; how else can I support Switchboard?
Much of Switchboard's work is dependent on donations and these are vital for ensuring we can offer the best possible service to our volunteers and callers. You can become a Friend of LLGS for as little a £5 per month. Organisations can also help out by holding events in aid of Switchboard or displaying a collection tin or other publicity.

Who do I contact if I have any more questions?
The Volunteer Co-ordinator is a full-time member of staff and is available on 0207 689 8517 or vc@llgs.org.uk if you have any questions about the application process or would like to discuss any additional needs you may have.

[back to top]