0800 Helpline Training (Nov)

Make a meaningful difference

Anxiety NZ is a national charity providing mental health support, treatment and education across Aotearoa New Zealand. Our 0800 ANXIETY Helpline provides free, accessible support 24/7 for people experiencing anxiety, panic, stress, distress and related mental health challenges, as well as their whānau and supporters.

As an 0800 ANXIETY Helpline Volunteer, you’ll be part of a supportive national team helping people feel heard, better understand what they are experiencing, develop practical ways of responding to anxiety, and connect with appropriate support when needed.

What you’ll do

• Answer Helpline calls with empathy, respect and compassion
• Listen and provide emotional support to people experiencing anxiety, panic, stress or distress
• Provide practical, evidence-informed anxiety response strategies and psychoeducation
• Help callers practise strategies such as breathing, relaxation and refocusing techniques
• Listen attentively for verbal and vocal cues, explore their meaning and check understanding
• Provide information and appropriate support pathways
• Respond to risk or safety concerns using established procedures and escalation pathways
• Complete brief, accurate call documentation
• Work within clear role boundaries and seek support when needed
• Participate in debriefing, supervision, training and team development

This is a mental health support role, not a counselling or clinical treatment role. Volunteers receive training and have access to Duty Manager and Clinical Backup support.

Who we’re looking for

We’re looking for people who listen well, remain grounded during challenging conversations, work within boundaries, follow procedures and are comfortable asking for support.

You’ll ideally bring:

• Strong listening, verbal communication and interpersonal skills
• Empathy, warmth and respect for people from diverse backgrounds
• Emotional maturity, resilience and self-awareness
• An ability to remain calm and responsive when someone is experiencing distress
• Reliability and commitment to rostered shifts
• Respect for confidentiality, privacy and professional boundaries
• Cultural responsiveness and commitment to equitable and inclusive practice
• Willingness to learn, receive feedback and engage in reflective practice
• Confidence using digital systems, or willingness to learn

Helpline conversations are voice-only. You’ll need to be comfortable communicating without facial expressions or body language, listening closely to words, tone, pace, pauses and other verbal cues. You’ll also learn to use your own voice, language, tone and pacing to communicate warmth, empathy, calmness and clarity.

Telephone-based experience is helpful but not essential. What matters is your aptitude and willingness to develop these skills through role-play, feedback, training and ongoing practice.

Lived or living experience can bring valuable insight to this work. We value this experience alongside safe boundaries, wellbeing and the appropriate use of lived experience in a support role.

What we offer

• Comprehensive Helpline training before independently taking calls
• Ongoing training and skills development
• Debriefing, supervision and support
• Monthly team meetings focused on debriefing, skills and development
• Opportunities to develop mental health support, communication and reflective practice skills
• A supportive, learning-focused volunteer community
• Potential development opportunities for volunteers demonstrating sustained competence and commitment

Your impact

You'll help make compassionate mental health support, practical strategies, information and pathways to further help available across Aotearoa. You’ll contribute to early help-seeking, mental health literacy, resilience and stronger connections to appropriate support.

Commitment

Availability to complete Nov training, can preferably commit for at least 12 months, and undertake at least two rostered shifts each month.

You’ll also participate regularly in our monthly 3D meeting: Debrief, Develop Skills, Demonstrate Commitment, first Sun of each month 3 - 5pm, along with supervision, debriefing and ongoing learning as required.

The Helpline operates 24/7, with morning, afternoon/evening and overnight shifts. This is a remote role within Aotearoa New Zealand, undertaken from a suitable private home environment.

Because you’ll be supporting people who may be vulnerable or experiencing distress, applicants complete a selection and onboarding process, required training and Police Vetting. Volunteers must demonstrate the required competency before independently answering Helpline calls.

If you’re looking for a meaningful, structured volunteer role where you can develop valuable skills while supporting people across Aotearoa, we’d love to hear from you.