Warmline CanterburyWarmline Canterbury

Role Description — Volunteer Peer Support Telephone Operator

Telephone Peer Supporter
Key Purpose of Role:
To provide on call telephone peer support for people calling the Warmline.
Commitment Required:
On Call shifts between 7pm and midnight, for 2-4 nights per month.
Group supervision & On-going training - 2 hours per fortnight
On Call sessions to be worked at home.
Training and group supervision at 266 Lichfield St (or other suitable training venues).
Volunteers expenses will be reimbursed including
  • mileage or bus fare to attend training & group supervision meetings
All necessary equipment and resources, including a mobile phone, will be provided
Report to:
Warmline Coordinator
Key Relationships:
Peer Supervision Group Members
Peer Mentor
Manager of Peer Services
Warmline Peer Supporters
Key Duties:Expected Results:
Training & development
  • Attendance at all initial training sessions, unless prior approval given by Trainer
  • Attend and participate in ongoing training and fortnightly group supervision, unless prior approval by mentor, reflecting on practice through self-awareness.
  • Attend and participate in individual mentoring as required, to reflect on own practice and development through self-awareness.
Telephone Peer Support (when On Call Operator)
  • Answer Warmline in a friendly, supportive manner when on call.
  • Provide peer support to callers based on Warmline Code of Practice
  • Ensure confidentiality and privacy for all callers
  • Communicate with On Call mentor when appropriate
  • Complete log sheet of all calls received during session, and return to office.
Contribution to Team
  • Take responsibility for monitoring own wellness, supervision, support, availability and training needs and communicate these to the appropriate person.
  • Participate in evaluation and ongoing development of service, by providing feedback.
  • Support the ongoing development of Peer Support culture and values within the service.
  • Encourage and support other peer supporters based on peer support standards as appropriate

Role Requirements

Somewhere private and quiet to answer calls
Personal Attributes


  • Direct personal experience of mental illness
  • Confidentiality and respect for individual's privacy
  • Non judgemental
  • Willingness to learn and self-reflect
  • Ability to build rapport
  • Reliable
  • Committed


  • Self awareness
  • Good communication skills
  • Understanding of own mental health journey
  • Awareness of maintaining wellness
  • Knowledge of mental health sector and/or community organisations

(No specific skills or knowledge are required as full training is given)

Back to the "Become a Volunteer" Page
Warmline Canterbury is a service of
Comcare Trust

Sponsored by
on the West Coast