Information Service Volunteer
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Information Service Volunteer

Information Service Volunteer

Spaces are currently available for Thursdays, 9.30am-1pm and 1pm-4.30pm, and Friday mornings 9.30am-1pm.

Volunteer role purpose

Stonewall’s Information Service answers questions from the public on any issue affecting LGBT people – from LGBT people themselves, their family, friends, teachers, employers and allies.

We respond to over 5,500 queries a year on a wide variety of topics including coming out, partnership rights, parenting issues, discrimination, hate crime and immigration.

The service directs people to Stonewall’s own resources and signposts to other organisations who can provide advice or more specific support to help them further. We don’t give advice or provide counselling services.

Volunteers form a key part in the delivery of this service by responding to queries by phone or email.


Stonewall Office – Farringdon, London


During office hours, Monday to Friday. Each day is split into two shifts: 9.30am-1pm and 1pm-4.30pm.

Spaces are currently available for Thursdays, 9.30am-1pm and 1pm-4.30pm, and Friday mornings 9.30am-1pm.

Suggested commitment

Minimum of one shift per week for a year. 

Spaces are currently available for Thursday and Friday shifts. 

All applicants must be available for two mandatory training sessions on 4 and 5 March 2020 from 9am to 5pm.

Suggested activities

  • Responding to queries over the phone
  • Drafting email responses to queries
  • Drafting responses to queries via letter
  • Undertaking research where appropriate
  • Logging all queries dealt with on our CMS system
  • Requesting clients to complete a customer survey after call
  • Attending information evenings to deepen knowledge of LGBT topics and the Stonewall team

Qualifications and skills

  • Good spoken English language skills
  • Good written English language skills
  • Good computer skills
  • Good telephone communication skills
  • Ability to follow service guidelines and policies for dealing with calls

Supervision and training

All volunteers attend a compulsory two-day training course that prepares you for this role. The dates for this training are 4 and 5 March 2020  This is then followed by shadowing an experienced volunteer during first shifts. Ongoing support and supervision are provided by the Information Manager and Information Officer.Closing date for applications is 10 February 2020 .

Email application to

Application form