What are the responsibilities and job description for the Support Hotline Volunteer position at Caregiver OneCall?
Caregiver OneCall is a California-based nonprofit providing 24/7 emotional support, real-time help, and resource navigation for family caregivers. Whether you care for a loved one with dementia, autism, chronic illness, disability, or care for yourself, we are here. Our team helps reduce stress, burnout, and isolation, because no caregiver should have to do it alone. Caregivers deserve care too.
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About Us
Caregiver OneCall is a 501(c)(3) nonprofit providing free, real-time 24/7 telephone support, training, and resources for family caregivers nationwide. Our mission is simple no caregiver should ever feel alone, especially at 2 AM when support is hardest to find.
The Role
Caregiver OneCall is looking for a compassionate and dependable Support Hotline Volunteer to provide real-time telephone support to family caregivers across the country. You will be the voice on the other end of the line when a caregiver reaches out — offering a listening ear, emotional support, and connection to resources. This is a front-line role that directly fulfills our core mission.
Key Responsibilities
Minimum one scheduled shift per week. Shift hours are flexible and based on volunteer availability. Since this is a fully remote role, there is no physical location to report to, simply be available to answer calls during your designated shift.
Training
All hotline volunteers will complete training before taking calls independently. Training covers active listening techniques, call protocols, resource navigation, confidentiality requirements, and self-care strategies for volunteers.
Important Notes
,
About Us
Caregiver OneCall is a 501(c)(3) nonprofit providing free, real-time 24/7 telephone support, training, and resources for family caregivers nationwide. Our mission is simple no caregiver should ever feel alone, especially at 2 AM when support is hardest to find.
The Role
Caregiver OneCall is looking for a compassionate and dependable Support Hotline Volunteer to provide real-time telephone support to family caregivers across the country. You will be the voice on the other end of the line when a caregiver reaches out — offering a listening ear, emotional support, and connection to resources. This is a front-line role that directly fulfills our core mission.
Key Responsibilities
- Answer inbound calls on the Caregiver OneCall support hotline during your scheduled shift
- Provide active listening, emotional support, and compassionate conversation to callers
- Share relevant resources, referrals, and information as appropriate
- Follow established protocols for call handling, documentation, and escalation
- Maintain strict confidentiality of all caller information and conversations
- Sign in and out to document service hours
- Notify the volunteer coordinator as early as possible if you are unable to attend a scheduled shift
- Strong active listening and communication skills
- Calm, patient, and empathetic demeanor
- Ability to maintain composure during emotionally sensitive conversations
- Reliable internet and phone access in a quiet, private space for taking confidential calls
- Comfortable following structured protocols and staff direction
- Must be 18 years or older (this role is not available to minors)
Minimum one scheduled shift per week. Shift hours are flexible and based on volunteer availability. Since this is a fully remote role, there is no physical location to report to, simply be available to answer calls during your designated shift.
Training
All hotline volunteers will complete training before taking calls independently. Training covers active listening techniques, call protocols, resource navigation, confidentiality requirements, and self-care strategies for volunteers.
Important Notes
- This is an unpaid volunteer role
- Confidentiality is mandatory — volunteers may not share caregiver stories, access organizational records, or disclose any details from calls, during or after service
- Caregiver OneCall reserves the right to reassign or release volunteers whose conduct does not align with our standards
- A deeper understanding of caregiving realities across the country
- Meaningful community connection and the knowledge that your presence mattered
- Leadership and interpersonal skills development
- Documented service hours
- The opportunity to play a vital role in ensuring no caregiver faces a crisis alone