‘Emerging into the Sunlight’-upskilling volunteers in mentoring callers to resume life after Covid

Description

SeniorLine had observed at first hand the negative effects suffered by many older people during and post-Covid. Our three-year project provided an intervention to minimise these adverse effects, and help callers find a way forward. Volunteers also benefited from upskilling, and retaining purpose during lockdown.
SeniorLine is Ireland’s national telephone service for older people with the service delivered by 106 trained older volunteers. Established over 26 years, open daily 10am-10pm with Freefone number, SeniorLine received 25,000 calls in 2023.
People phone because they are lonely, isolated, ill, disabled, experiencing depression, anxiety and family problems. Many contact for company and conversation or phone for crisis support.
The SeniorLine active listening model welcomes all callers, gives each the time they need, then supports and empowers them by discussing their options. Volunteers may provide contact details of other relevant organisations, and each caller is invited to call again as necessary.
On arrival of Covid in March 2020, SeniorLine realised it must continue to provide a national, accessible daily support for older people confined to home, while volunteers themselves had to conform to government stay-at-home restrictions. The service was accordingly repurposed. Our call centres closed, and volunteers worked from home with extra technical, training and emotional support. This included daily updates with information on Covid, staying safe, online shopping options and positive health strategies – information relevant to caller and volunteer alike.
Almost immediately, the service experienced a sharp increase in calls. Many were from older people who had been enjoying a busy retirement and now had to retreat behind closed doors. Public messaging linked their age with frailty, vulnerability and dependence, which impacted very negatively. Much of their family support was necessarily withdrawn. These new callers joined traditional callers who had been receiving long-term support from the service.
Calls became more complex. Callers now presented with problems related to mental health, family conflict, elder abuse, isolation-induced depression, coercive control and self-neglect.
SeniorLine received an average 30,000 calls per year during 2020 and 2021. When restrictions finally eased, some callers returned to their lives, while thanking us for being there when they needed us. Many told us we had been a lifeline.
As Covid fears faded, SeniorLine realised that many callers were unable to return their old lives. Some still felt unsafe. Others had lost friendship groups, or realised clubs and organisations were closed. Many had stopped driving or using public transport, and had lost self-confidence. They were stuck, and presented on the line as dispirited and despairing.
SeniorLine responded by accessing funding from Mental Health Ireland for a course to help volunteers provide extra support to callers. We also secured funding from the National Lottery Good Causes Award to provide volunteer training in understanding coercive control, and thirdly, created a course in self-care for volunteers.
‘Coming Through Covid’ was held in autumn 2022, with 98% volunteer attendance. It gave volunteers the tools to support callers in mental health difficulties such as loss, anxiety, depression, stress, and suicidal ideation. ‘The Callers Who Walked into Words’, (a take on the 1996 Roddy Doyle novel ‘The Woman Who Walked into Doors’) was held in February 2023. This course defined coercive control, explained the many ways it could operate in relationships and provided volunteers with guidelines on how to respond. ‘Caring For Myself on SeniorLine’ took place in May 2023. It covered boundaries and good assertive habits, offered strategies to manage difficult calls and positive self-care. Each volunteer received a course Resource Pack which was kept by the phone during rota duty. This Pack is still relevant and helpful for many callers.
As well as specific training, volunteers receive ongoing Covid-related support. Originally, this took the form of Zoom workshops, regular phone calls and newsletters. When lockdown ended, monthly in person meetings resumed with socialisation and guest speaker. Speakers are chosen to provide personal and professional support, and monthly Zooms to discuss caller issues and other concerns are extremely helpful.
Overall, the Covid-19 support and training offered to volunteers, and through them to our callers, remains relevant today. The pandemic continues to have an effect. Calls are longer and more complex, (31% lasting over 30 minutes in 2023). Callers still look for information on mental health supports and our guidance (on stress reduction, eating healthily, staying active, a positive mindset) is still sought. During Covid, volunteers took on a mentoring role, encouraging callers to take small steps towards being well and report their progress to us. This continues to be a successful approach.
As life continues to expand, we’ve had increased enquiries about activities, leisure, peer groups, hobbies, training/education courses and volunteering opportunities. Callers want to know where to meet and socialise, and we are happy to supply suggestions. Where some were still nervous about re-engagement, we continue to encourage and celebrate their return to local life.

Aim of Initiative

To support SeniorLine callers and volunteers during and post-Covid 19

Who is it aimed at

SeniorLine’s 25,000 callers and 106 volunteers

3 Steps critical to success

1. 1 Remain open throughout Covid with no break in service
2. Educate and upskill volunteers to deal with complex issues experienced by older people during Covid
3. Leverage the training, learnings and discussions during Covid

3 Challenges in Planning / Delivery

1. Supporting volunteers working from home sufficiently to retain a spirit of unity and togetherness in the early days of Covid
2. Manage volunteer expectations in their ability to help callers with complex problems, often Covid-related
3. Continue to access the necessary funding to provide ongoing volunteer training as new issues emerge in an ageing Ireland

3 Outcomes / Benefits

1. Provision of free, helpful, supportive, daily SeniorLine service to older people at a time in Ireland when they most needed it
2. Informed, supported and confident volunteers able to respond to complex and difficult problems experienced by callers who were dealing with new fears and difficulties.
3. An organisation that has been strengthened by adversity and now enabled to continue to provide an improved and relevant service