Telephone Befriending Volunteers Policy
Last reviewed:
Telephone befriending is at the heart of what The Healing Hubs does. Our befriending volunteers provide regular, warm, and compassionate telephone contact to people experiencing loneliness and isolation. This policy sets out the standards, procedures, and support arrangements for all telephone befriending volunteers.
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 Team Manager, taking into account shared interests, availability, and any specific needs.
Safety checks are carried out before any match is made.
2. Recruitment and vetting
All telephone befriending volunteers will be recruited in line with our Safer Recruitment Policy, with Nick Barrett supporting the recruitment process.
All befrienders will be required to complete an application form, attend an informal interview, provide two satisfactory references, and sign a Telephone Befriending Volunteer Declaration and Agreement.
Photo ID checks are carried out for all new volunteers.
If a befriender declares a conviction or pending matter on their Declaration, an enhanced DBS check will be required before they begin making calls. Befrienders who make no such declaration may proceed without a DBS check.
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.
All calls are made from a withheld number (141). Befrienders must not share their personal telephone number, home address, or personal social media profiles with service users.
Calls are weekly, approximately 30 minutes in duration, for a period of 12 weeks.
Calls are never recorded.
Befrienders should call at the agreed time and day. If a call needs to be rescheduled, the befriender must notify the Team Manager in advance.
If a service user does not answer, the befriender should leave a brief, friendly voicemail and notify the Team Manager.
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 Team Manager 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 Team Manager immediately.
It is the policy of The Healing Hubs to refer all safeguarding matters to the Designated Safeguarding Lead (Sarah Greenway) or a Deputy DSL (Team Manager) in the first instance. The Team Manager 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, then notify the Team Manager as soon as possible.
Befrienders must not attempt to manage safeguarding concerns alone — they must always escalate to the Team Manager.
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 personal telephone number, 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 Team Manager.
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 Team Manager 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 Team Manager 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 Team Manager 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.