Information Service Volunteer
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Information Service Volunteer

Volunteer role title

Information Service Volunteer


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 organisation 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 2 shifts; 9.30am-1pm and 1pm-4.30pm.


Suggested commitment

Minimum of 1 shift per week or fortnight for at least 6 months.


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 client to complete customer survey after call
  • Attending information evenings to deepen knowledge of LGBT area and 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 1-day training course which prepares you for this role. This is then followed by shadowing an experience volunteer during first shifts. Ongoing support and supervision are provided by the Information Manager and Information Officer.


Reimbursement of expenses

Stonewall will cover reasonable travel expenses within the Greater London area.

Closing date for applications is 14 October 2019 

Email application to

Application form