Family Lives runs a service where family members can communicate with a trained volunteer over the internet via a ‘Live Chat’ messaging service. This allows users to contact a volunteer support worker and type about their problems in real time. This can be particularly useful for people who have difficulties with hearing or speech or who simply feel more comfortable writing about their problems rather than talking over the phone. The service is available for several hours a day, 7 days a week and helps with any family issue including separation, child behaviour, teenage issues and bullying.
Volunteers are trained in listening and communication skills, empathy, IT skills and diversity. They are supervised whilst they work with a paid supervisor able to view the online conversations as they happen. They are also supported with ‘debrief time’ allowing them to use a tried and tested feedback model for personal development. As well as this, volunteers attend ‘Practice Development Groups’ which allow for extra training and support and they are also supported to work towards Open College Network accreditation.
