In this blog, our Student Volunteering Coordinator, Ali, discusses her experience as a helpline advisor for a national charity which supports those affected by eating disorders. As this week is Mental Health Awareness Week, the Volunteer Centre wanted to share these lessons, as helplines are often a meaningful way for individuals to engage in the intersection of mental health advocacy and volunteering. 

*This blog contains brief mention of some mental health terms, such as eating disorders and suicide prevention 

Hello, my name is Ali and some of you may know me already as a member of staff at the Volunteer Centre. I love that my role allows me to connect students to volunteering for causes they are passionate about and is something which I can certainly relate to.

Outside of my job there are a number of things people might not know about me. I’m also a sister, a gym goer and sit within the one third of people to receive a diagnosis of a mental health condition in their lives.

Like many volunteers my lived experience motivated me to help others. I became a helpline advisor for a national charity, leading in the supporting of those affected by eating disorders. After a while it was my job to support volunteers, and I soon had the privilege of working closely with the amazing people who give their time to the very act of support itself.

In many ways UK mental health helplines sit between those who are seeking support and NHS services. Sometimes they are the first or most appropriate space for people, while others may be waiting to access increasingly overstretched services.

These factors mean many organisations seek the help of volunteers. If you are interested in mental health volunteering, or would like a window into day as a helpline volunteer, here are five things I learnt from a mental health helpline:

1. Volunteering tools 

Charities you are volunteering with should have robust processes which ensure their staff are trained and supported on a helpline. This includes helping you feel equipped and comfortable to do your role as well as knowing where to go for help. Some organisations may also offer debriefing or access to counsellors who can support volunteers. 

Helplines are led by professionals, and in the vast majority of cases should be trusted to support you fully. However you should never feel pressured to take calls before you are ready and if something doesn’t sit right with you, you have every right to speak up. 

1.  Expectation vs reality  

I’ll admit when I arrived at the charity I had a somewhat idealised view of what my experience would be and that most people would be ready to respond to the help I was able to offer. 

While this can certainly be the case, it is not always the reality of a mental health helpline. The truth is you are interacting with people at some of the lowest points of their lives. Having compassion for those who might be combative or challenging you requires an ability to be calm, patient and understanding. 

This doesn’t mean that volunteering can’t be an incredible and highly rewarding experience, but I personally had to reframe how I judged each shift to be a success or a failure.

Having compassion for both the service user and yourself is crucial, on difficult days I’d remind myself that unfortunately there are callers who are not in a position to accept support, but that the dedication of volunteers continues to make a difference in the world. 

1. Practice boundaries  

Volunteering on a helpline requires the energy to listen, think and sometimes act which can be intense. You’re probably volunteering because you care, but it is important to look out for yourself and your emotional capacity. 

Try to maintain the ways you make time for yourself. I personally found exercise or journaling thoughts after challenging days was helpful. 

Any time you are able to give already makes you a volunteer. Volunteering in mental health in particular can sometimes carry additional pressures such as feelings of obligation or guilt, but remember that you can take a break or walk away from a volunteering role at any time.

1. Getting personal 

Many people are drawn to volunteering roles that reflect something they’ve gone through themselves. During my time at the helpline, I encountered thousands of people and were struggling in ways I could strongly relate to.

Charities may have requirements for volunteers who have experienced mental health difficulties themselves, such as allowing for a certain amount of time after treatment before you can volunteer.

If you are volunteering in an area which is close to your personal circumstances, please review any guidelines offered by the organisation. Beyond this, it is also important to remember that your intuition about how you feel is very valuable, and it is ok if this changes while volunteering.

1. Self- belief  

Gaining confidence on a helpline takes time, working in mental health support, suicide prevention or related areas can feel extremely daunting.

I often worried if I had the skills to handle difficult calls or make the right judgements, but the truth is helplines are unpredictable and there is always more to learn. The most confident and experienced volunteers have all had a first day at some point.

Try to have the faith that you will be able to build upon your skills and find your own voice and approach to helpline support.

It has been nearly 6 years since my time on a mental health helpline and I can still remember many of those interactions. While it could be difficult, I don’t regret one moment of the time I spent there. It was a daily reminder that we have people who truly do care, being a helpline volunteer means being at the other end of the phone for those who are in pain and this can truly make all the difference in someone’s life.

If you are interested in volunteering in mental health or have questions about doing so, you can check CareerHub for any relevant opportunities or email me at a.divers@lse.ac.uk. 

If Ali has inspired you to volunteer, check out one of our other ongoing opportunities or book a one-to-one with David Coles, the Volunteer Centre Manager if you have more questions. And why not follow us on Twitter, and Instagram to stay up-to-date with our events and opportunities and read our blog for more volunteering tips and stories.