1. The role of a telephone befriending volunteer

Telephone befriending volunteers make regular, scheduled calls to service users who are experiencing loneliness or social isolation.

The purpose of befriending calls is to provide friendly conversation, emotional support, and a sense of connection — not to provide counselling, advice, or practical assistance beyond the scope of the role.

Befrienders are matched with service users by the Volunteer Coordinator, taking into account shared interests, availability, and any specific needs.

2. Recruitment and vetting

All telephone befriending volunteers will be recruited in line with our Safer Recruitment Policy.

All befrienders will be required to complete an application form, attend an informal interview, and provide two satisfactory references.

An enhanced DBS check will be required before a befriender begins making calls.

Befrienders must be aged 18 or over.

3. Training

All telephone befriending volunteers must complete our mandatory induction training before making their first call. This covers: the purpose and values of befriending; active listening and communication skills; safeguarding responsibilities; professional boundaries; lone working safety; and self-care.

Befrienders are also encouraged to complete the Befriending Networks audio training series available in the Volunteer Portal.

Ongoing training and development opportunities will be provided throughout the volunteering relationship.

4. Making befriending calls

Befrienders must make calls from a private, quiet location where the conversation cannot be overheard.

Calls should be made using the befriender's own phone. Befrienders may share their personal mobile number with service users where this supports the befriending relationship — this is a matter of trust and professional judgement.

Calls should typically last between 20 and 45 minutes, unless the service user wishes to end the call sooner.

Befrienders should call at the agreed time and day. If a call needs to be rescheduled, the befriender must notify the Volunteer Coordinator in advance.

If a service user does not answer, the befriender should leave a brief, friendly voicemail and notify the Volunteer Coordinator.

5. Record keeping

After each call, befrienders must complete a brief call log recording the date, duration, and a short summary of the call.

Call logs must be submitted to the Volunteer Coordinator within 24 hours of the call.

Any concerns arising from a call must be reported immediately — not recorded only in the call log.

6. Safeguarding

Befrienders must be alert to signs that a service user may be at risk of harm, abuse, or neglect.

If a befriender is concerned about a service user's safety or wellbeing — including concerns about self-harm, suicidal thoughts, or abuse — they must contact the Volunteer Coordinator or a member of management immediately.

It is the policy of The Healing Hubs to refer all safeguarding matters to the Designated Safeguarding Lead or Deputy DSL in the first instance. The Volunteer Coordinator will escalate to the DSL, who will decide whether and how to involve outside organisations.

In an emergency where a service user appears to be in immediate danger, the befriender should call 999 first. If you have called 999, or have been asked to do so on behalf of a service user, you must notify the Volunteer Coordinator or a member of management as soon as possible — do not wait until the next working day.

Befrienders must not attempt to manage safeguarding concerns alone — they must always escalate to the Volunteer Coordinator.

7. Professional boundaries

Befrienders must maintain appropriate professional boundaries at all times (see our Professional Boundaries Policy).

Befrienders must not: meet service users in person; share their home address or personal social media profiles; accept gifts of significant value; or provide financial, legal, or medical advice.

If a service user asks for help that is beyond the scope of befriending, the befriender should acknowledge the request warmly and refer it to the Volunteer Coordinator.

8. Support for befrienders

Befriending can be emotionally demanding. The Healing Hubs is committed to supporting the wellbeing of all befriending volunteers.

Befrienders will have regular check-ins with the Volunteer Coordinator and access to group supervision sessions.

Befrienders are encouraged to use the self-care resources available on our Wellbeing page and in the Volunteer Portal.

If a befriender is finding a particular match difficult, they should speak to the Volunteer Coordinator in confidence. Matches can be changed if necessary.

9. Ending a befriending relationship

Befriending relationships may end for a variety of reasons — including a service user no longer needing support, a befriender leaving the role, or a match not working well.

Endings should be handled sensitively and with appropriate notice wherever possible.

The Volunteer Coordinator will support both the befriender and the service user through the ending process.

10. Review

This policy will be reviewed annually or following any significant incident or change in our befriending service.