Frequently Asked Questions about volunteering

How long do calls last?

The average call length is 19 minutes. However, the length of calls can vary immensely.

Is there a time limit on calls?

There is no set time limit. Volunteers learn about the structure of a call and how to bring it to an end when appropriate.

How many volunteers are there on each shift?

This can vary according to the time and the day. Some shifts have two or three volunteers, whereas others may have as many as nine or ten.

How many calls do volunteers take during a shift?

Again, this can vary. However, on average, volunteers will take around six calls each shift.

Do volunteers have a break between calls?

Volunteers are able to control the calls from their telephone. There is always the opportunity to debrief with the co-ordinator or take a break if necessary.

Do volunteers use the database during calls?

Giving information from SANE  Information Database (SID) is an integral part of the SANEline service and volunteers are trained to select appropriate details for callers. However, in some calls, support is the main element and SID may not be used.

What qualifications do volunteers need?

Anyone can apply. Applicants are selected on their qualities and potential. No previous experience is required and full training is provided. Volunteers are always supported on shift by a paid co-ordinator.

What qualifications do co-ordinators have?

All SANEline co-ordinators are highly experienced in helpline work, mental health and supporting volunteers. Most co-ordinators are also involved in delivering the training. Many come from a counselling or therapy background.

What can SANEline volunteers do for suicidal callers?

Volunteers are trained to support those who are feeling suicidal by giving them the space to discuss their feelings and explore the options available. The Co-ordinator is always available to offer support. On rare occasions, we may call an ambulance.

How do SANEline volunteers deal with aggressive callers or threats of violence?

Aggression or violence can sometimes be a part of a mental health problem. Volunteers are trained to encourage callers to discuss the reasons for their feelings, without judging them, focusing on the frustrations of their situation in a calm and supportive atmosphere. The co-ordinator is always available to offer support and guidance to volunteers. If the call involves continual aggression directed towards a volunteer, the call may be brought to an end, with the suggestion that the caller ring back when they are calmer.

Does SANEline receive hoax calls?

Like all helplines, SANEline does receive some hoax calls. However, volunteers are trained not to judge any call immediately. Some hoax callers may genuinely have a mental health problem and could be calling to test what SANEline has to offer.

What time commitments are expected of SANEline volunteers?

After the initial training course, and 8 probationary shifts, volunteers are expected to give a weekly 4-hour shift, one of which needs to be a weekend per month. We ask volunteers to make a minimum commitment of a year i.e. 192 hours. Volunteers are also expected to attend at least 3 ongoing training sessions per year.