An introduction to Shout Volunteer training

As Head of Learning and Development at Shout, Lianne Hawxwell's role is to ensure that Shout Volunteers have the skills and knowledge they need to help people who text Shout. In this blog, she explains how we support volunteers and texters through a ‘listening and learning’ approach to training.

At Shout, learning and development starts from the moment you're accepted into volunteer training. Our online model means that you can complete the training in your own time, choosing a starting date that works for you.

Our dedicated team is here to support you by answering questions, giving feedback and running live learning sessions that help to develop a sense of community in a digital environment. Meaningful connections sits at the heart of what we do at Shout and this is a common thread that runs through our support for both volunteers and texters.

To give trainees a safe space to practise conversations, we use an AI conversation simulator. Volunteers who are yet to take their first conversation, or who've had some time away and want to refresh their skills, can use this to have a real-time conversation as if they were speaking to someone in crisis. Our team then provides feedback on what went well and where you can develop.

Ongoing learning and development

Learning and development doesn’t stop once you graduate from volunteer training. We continue to work with all Shout Volunteers to develop their skills and knowledge using a mixture of podcasts, live learning sessions, online courses and written content. Ultimately, we're working to increase your confidence and ensure a good experience for people who text us. The better equipped you feel as a volunteers, the better the support we can provide in the moment.

Shout Volunteer training includes:

• Effectively supporting texters at risk of harm
• Connecting with a texter and show compassion through text messages
• Exploring a texter's issues, whether that's worry, loneliness, bullying or suicidal ideation
• Webinars and podcasts with experts on topics such as addiction, maternal mental health and trauma-informed care
• Accredited Safeguarding training with a focus on children, adults and children with disabilities
• Access to a CPD-accredited learning library to boost your own learning in a direction that interests you

Volunteers develop their skills as they gain experience in taking conversations and supporting texters: 88% say that training and learning is an ongoing process in the role and 87% agree that they have opportunities to keep developing their skills.

Ongoing training and development has inherent benefits for our volunteers. In the most recent Shout Volunteer survey, 100% of volunteers feel they have gained mental health knowledge and skills that they can use in their lives beyond Shout. 100% also said the role provided them with a sense of accomplishment, while 99% said it gave them a greater sense of purpose in life and 95% one in five said it helps them to understand themselves better.

Our volunteers come from a variety of backgrounds and walks of life. Some of you are interested in pursuing a career in mental health, while others are looking for a way to give back to their community or to do something meaningful in your spare time. Some have used the service in the past and want to give back to others once they feel resilient enough to do so. We aim to support anyone who would like to volunteer with us, no matter your background or level of experience in mental health.

If supporting others as part of an empathetic community while develop your skills and experience sounds like the volunteer opportunity for you, you can find out more about applying to become a Shout Volunteer here.