Frequently Asked Questions about Volunteering with 2-1-1 Big Bend

Do I need prior experience?
No, we are much more concerned about your attitude and willingness to learn than whether you've had previous training or hotline experience. When selecting new trainees, we look for individuals who display empathy, insightfulness, resourcefulness, and non-judgmental attitudes.

Do you interview prospective volunteer trainees?
Yes, we interview our volunteer applicants in order to get a feel for their attitudes and motivations related to telephone counseling and helping people in need. The interview process may also involve contacting personal and/or professional references, so you will be asked to provide contact information for two references. Hotline training involves a significant investment of energy, both for the trainee and for the trainers, so we do our best to make sure that it will be a good fit for everybody.

Who are your volunteers?
All of our volunteers are adults (at least 18 years of age) who live in Tallahassee and nearby areas. They are a diverse group representing a wide range of ages, occupations, interests, and backgrounds. A significant number are college students who are training to enter a mental health or other human service profession. We also make a special effort to recruit bilingual individuals who can talk directly with native-speakers of Haitian-Creole or Spanish. Whatever their backgrounds, the important quality that all of our volunteers share is that they are caring listeners who want to help.

How often will I be expected to volunteer?
We ask that you do three 3-hour shifts and one 9-hour overnight shift (11 p.m. to 8 a.m.) per month until you have completed your minimum volunteer commitment (at least one year of service with at least 200 volunteer hours). These shifts can be scheduled on weekdays or weekends depending on your availability.

Can I volunteer without doing overnights?
We really count on our volunteers to work some overnights, since those are the most expensive shifts to fill on a paid basis. Many volunteers find that they enjoy these shifts, and that they offer an easy way to finish their volunteer hour commitment quickly. However, if spending the night at 2-1-1 Big Bend is not an option for you due to personal obligations, it may be possible to work out an alternate arrangement.

Are there paid opportunities for hotline counselors?
Yes. In addition to relying on volunteers, it's necessary to fill many of our hotline shifts with paid counselors. Experienced volunteers usually apply for these part-time and full-time positions.

What does the training cost?
The volunteer training itself is free, however there is a $30 materials fee that covers the cost of your training manual. If this is a hardship for you after you have been accepted into the training program, let us know and we'll work something out.

What skills will I learn?
The first skills you will learn are those involved in "active listening." Our active listening model is based on the work of the psychologist Carl Rogers, and it is the foundation of the type of counseling you will do at 2-1-1 Big Bend. You will also learn about crisis theory and a structured model for handling crisis calls.

Once you have learned these basics, you will be trained to handle a variety of specific types of calls, including those involving:

• substance abuse
• sexual violence
• domestic violence
• child abuse
• parenting concerns
• information & referral
• manipulation
• panicked callers
• psychosis
• suicide
• HIV/AIDS
• and more

You will also be trained in the specific 2-1-1 Big Bend policies and procedures that you will follow while working at the agency.

Do you ever offer daytime training during the week, or entirely on weekends?
Right now, we don't have any daytime trainings, other than the limited weekend sessions that are part of the normal evening training schedule. If you can't make the evening sessions and you would be interested in daytime training, please let us know. We are always trying to assess how well our training schedule is meeting the needs of potential volunteers.

More questions? Let us know by completing our volunteer information request form or by calling our Coordinator of Volunteers at (850) 617-6309, x225.

We hope to meet you soon!