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We want volunteers from all walks of life and all backgrounds. However, we are looking for people who:

1. are non-judgemental
2. are able to limit their own experiences when taking calls

The first seems obvious but the second is, in our experience, far more challenging, because naturally when someone tells you what's worrying them we usually draw on what we know, from our own lives.

So volunteers have to be non-directive. They also have to be adaptable. A call from a 15 year old just ‘coming out’ might be immediately followed by a call from a 50 year old man looking for a local bar, followed by a married woman who has just had her first lesbian experience and is wondering, ‘Does that make me gay?’

When the phone rings, you don’t know what to expect. And although we don’t assume volunteers know everything about gay, lesbian, bisexual and trans life in the UK – we do look for people who have an appreciation of the diversity of life experiences, and who are comfortable talking about whatever our callers want to talk about. We want our volunteers to be curious when they pick up the phone or answer an Instant Message session and to be interested in finding out what the caller or messenger has to say.

We are looking for volunteers committed to taking shifts on a regular basis. If you have ongoing weekday daytime availability we would be especially interested, as these can be difficult periods to cover.

As a volunteer-led organisation, we need volunteers to help with all aspects of running Switchboard. We have various Operational Teams made up of volunteers who manage the day-to-day running of Switchboard, and Listening Volunteers can choose to get involved with any or all of the Operational Teams if they wish.

However, we also recruit Support Volunteers who help the Operational Teams without being a Listening Volunteer. This could include reviewing applications, running information sessions and interviews or helping with a fundraising event.

Well, just like you. There really isn’t a typical volunteer. Each one of our volunteers is different. What we want is to have as diverse a group of volunteers as is possible, to better reflect the incredible diversity of the calls we take.

If you think you come from a group less well-represented in the LGBT+ communities – lesbian, bi, trans, black and ethnic minorities and also people with disabilities – we would especially like to hear from you.

Yes, it’s Switchboard policy that all volunteers self-identify as part of the LGBT+ communities.


Once you submit your initial application, you'll normally hear from us within about 5-10 days. If successful, you're invited to attend an Information Session where you'll learn more about Switchboard, our values and what to expect from being a volunteer with us. These sessions are usually held every 6 weeks.

If you like what you hear at the Information Session and feel that you are a good match for Switchboard (and vice versa), then you'll book yourself a telephone or Skype interview with us.

Following a successful interview, you'll be invited to book onto one of our training courses. By this point, it could have been 3 months since you submitted your initial application so please do bare this in mind when applying...of course this all depends on your availability and on how quickly the Information Sessions, Interviews and courses get booked up.

The training is designed to help you deal with the range and variety of calls that we get here at Switchboard.

It consists of:
• Role Plays. You get to play both volunteer and caller.
• Group Exercises. What can we learn from each other?
• Information System Training. Switchboard’s protocols and rules which are there to protect our volunteers.
• Sexual Health/HIV Training. How to make this a part of every call.

Initial training takes place over 4 consecutive Saturdays or 8 weeknights – usually a Wednesday. We require volunteers to attend all sessions.

The training is fun and informative, but clearly there is a serious agenda. We want you to feel confident in meeting the required standard to speak to callers.

At the end of the course there is an assessment using role plays, but no written test.

Switchboard operates a flexible shift system. There are no fixed shifts. You can fit us around your work, study or life commitments, depending on what best suits you.
Most shifts are 3-4 hours long. Some people do 5-6 hour shifts and some people sign up for a little as one hour.
Shifts are booked in advance through our online system.
If you book in for an Instant Messaging shift, you can even do this from home.

The minimum commitment for volunteers is 6 hours a month, which you can organise however you like. For most volunteers, that means a 3-hour shift either on the phones or instant messaging once a fortnight, often at a regular time.

As Switchboard is a volunteer-led organisation, everyone is asked to get involved in 'back-up' work each year - this could be anything from taking part in a fundraising bucket rattle to running a social event, helping train other volunteers or getting involved in an IT project.

It is expected that volunteers be able to commit for at least two years. This is due to the huge amount of volunteer time that goes into the training programme.

All unwaged volunteers, those with a disability and/or incurring childcare costs, are actively encouraged to claim back expenses such as travel costs, in order to allow them to attend training.

No, not usually. But you will be assigned a personal mentor and be required to do between 10 and 18 supervised hours before being allowed to answer calls solo.
Please email [email protected] or call the office on 020 7837 6768 to discuss training. We’d love to have you back!