A shift in the life of a helpline volunteer

It’s a Thursday and i'm on the nightshift for the Helpline. Typically I would only do weekend shifts, but today I’m on annual leave from my role as a Stakeholder Engagement Lead at Alzheimer Scotland. I started volunteering in Dec 2019 and still very new and still learning! The support from the rest of the team is fabulous, There are folk who have been volunteering for over 10 years and they're very knowledgeable.

9pm:  I get ready to start my shift. I often do overnighters so I’ve got my spare room set up with my PC and a bed so the calls won’t wake my husband Roger.

10pm: Shift starts. I try and relax as much as I can while on shift. I’ll read a book or potter about my house doing little things. Call volumes and call length can vary, and some shifts are busier than others. Som etimes I don’t receive many calls at all.,Other times I can receive 3-4 at different times through the night, This evening turns out to be quite quiet on the phones.

11pm: First call of the night comes in and it's from a carer who wants to offload how she's feeling. I listen to her for about half an hour. I sometimes wish there was more I could do, however just being there for someone and listening to them talk is sometimes all people need.

9am: I’m off the clock and call in with my handover then log out. The shift was quite quiet so I did manage to get some sleep.

Winding down. I go for a walk around the park for fresh air.  Sometimes the calls can be distressing in nature so it's good to get out and clear my head.

I worked for Alzheimer Scotland as Regional Manager for the Highlands and Western Isles during most of the 1990s. When I returned to being an occupational therapist, I specialised in working with people living with dementia and their carers. The Helpline training and support keeps me up to date with dementia practice, and I appreciate that. When I retired I wanted to do some voluntary work and this seemed an obvious option and great that I can do it from home. I get so much out of volunteering, a sense of purpose and usefulness.

8.30am: I have to make sure my hens are fed and dogs are walked before 9am. 

9am: My shift starts, there is no general routine and I tend to just potter about until the phone rings. 

10am: I take a call from a gentlemen and his wife. They were looking for some support because he felt he was deteriorating very quickly and was having trouble with word finding. I suggested he speak to his doctor to be referred to a Speak and Language therapist about his difficulties communicating. Neither he or his wife were in contact with local services so I gave them contact details for their local Dementia Advisor.

1pm: At the handover to the next volunteer, I may talk about any calls that have been challenging. As a team we are all very supportive of each other.

Winding down. There's no routine as such and depends on what sort of shift it's been. So if busy, taking my two cairn terriers for a walk helps me to relax and clear my head.

A loved one, a parent or a spouse, is living with dementia and will need urgent help and the caller has either no idea how and where to go about getting that help or they just cannot access the right level of support that should be available to them.  This is where the Helpline steps in.  Only a few years ago, I faced those problems in looking after my mother.  They followed one after another, and the experience I gained resolving them stands me in good stead when the first Helpline call of my shift comes in.

Preshift preparation.In the hours before my next Helpline shift, I become aware that a total stranger will be dependent upon me to guide him/her through possibly the most stressful and emotional experiences of their life.

1pm: I keep a journal and write down all up-to-date information, news and advice received from Jennifer, Helpline Manager, which I read before the start of my shift.  Excellent ongoing training provided by the Helpline Management has provided me with the answers to the problems that are most commonly faced by those caring for a loved one.  It's important to keep informed of all developments in dementia and related care and I am learning all the time. 

1.15pm: During my shift, I sit at a desk in the study.  I have my IPad open in front of me and can quickly access all Helpline information and related contact numbers for Dementia Advisers, Link Workers, Social Services and so on. Many callers are very distressed, especially with the added problems brought about by the pandemic, and I try my best to help them as much as possible.  I can empathise with the callers and I understand caring for a loved one can be a very lonely task.

5pm: At the end of my shift, I go over my notes before completing the call record sheets with all the relevant information so any follow-up action can be carried out efficiently.  I speak to the next volunteer on duty to update them on the calls.  The handover process is very important because it ensures that the following volunteer is prepared for any possible repeat calls.  I then spend some time going over the conversations I have had in order to ensure I’ve covered all the points that will help the caller.

I have been volunteering on the helpline for about 5 weeks. I am a social work student and first got involved during my student placement. My understanding of health and social care legislation will help inform my practice once I qualify. The experience is also strengthening my key skills like listening, empathy and I'm learning to challenge my own assumptions about dementia and the caring role. 

7.30am:  Wake up, get organised for the day, make sure my laptop is charged and coffee, coffee, coffee.

9am: Log in to the helpline – I am not quite confident enough to do this without the step by step guide but I am getting there! I have a lovely bright window at my desk which frames a beautiful birch tree and I love it when my cat joins me for a sleep on my lap.

9.15am: Handover call. I am always amazed by the energy from our volunteers. They are so interested and engaged in their role, highly knowledgeable and always share interesting things they’ve found out, or seek support for a complex case. Even off duty, the volunteers are still doing their best to find information for callers. Their dedication is infectious.

10am: The first helpline call comes from a lady who has recently been experiencing memory loss and is very upset. I ask some gentle questions such as “tell me a little more about what support you get at home?” This is a useful starting question to unpack the things going on in this lady’s life. The conversation usually flows from here and allows the caller to recognise the help they are receiving and think about other ways they could access help.

1pm: I always try to handover my shift to the next volunteer with the same energy as my colleagues before me. Without fail the next volunteer is full of praise and confirmation about how I dealt with calls – which is a real confidence boost especially after the call is over and your mind begins to ask, “did I say the right thing?”.

Winding down. A walk or a podcast with a cup of tea are useful after a helpline shift. This gives my mind an opportunity to focus on something else for a while and get on with my day. 

I have been volunteering on the helpline for about 5 weeks. I am a social work student and first got involved during my student placement. My understanding of health and social care legislation will help inform my practice once I qualify. The experience is also strengthening my key skills like listening, empathy and I'm learning to challenge my own assumptions about dementia and the caring role. 

7.30am:  Wake up, get organised for the day, make sure my laptop is charged and coffee, coffee, coffee.

9am: Log in to the helpline – I am not quite confident enough to do this without the step by step guide but I am getting there! I have a lovely bright window at my desk which frames a beautiful birch tree and I love it when my cat joins me for a sleep on my lap.

9.15am: Handover call. I am always amazed by the energy from our volunteers. They are so interested and engaged in their role, highly knowledgeable and always share interesting things they’ve found out, or seek support for a complex case. Even off duty, the volunteers are still doing their best to find information for callers. Their dedication is infectious.

10am: The first helpline call comes from a lady who has recently been experiencing memory loss and is very upset. I ask some gentle questions such as “tell me a little more about what support you get at home?” This is a useful starting question to unpack the things going on in this lady’s life. The conversation usually flows from here and allows the caller to recognise the help they are receiving and think about other ways they could access help.

1pm: I always try to handover my shift to the next volunteer with the same energy as my colleagues before me. Without fail the next volunteer is full of praise and confirmation about how I dealt with calls – which is a real confidence boost especially after the call is over and your mind begins to ask, “did I say the right thing?”.

Winding down. A walk or a podcast with a cup of tea are useful after a helpline shift. This gives my mind an opportunity to focus on something else for a while and get on with my day.