Telephone Support

(Compass Community Services)

Position ID: V-CWD0099
Last Modified: 03 Apr 2024
Last Full Update: 03 Apr 2024

Opportunity Details: Telephone Support


Compass is recruiting skilled and compassionate volunteers to join our Telephone Support Team (TSP). Volunteers involved in the TSP will assume the responsibility of providing outbound calls to clients, with the goal of providing emotional support to members of the Guelph-Wellington Community. TSP Volunteers will start in the program by completing social calls, safety/wellness checks, and/or providing medication reminders to isolated and distressed individuals before having the option to gain additional training and supporting our Distress Lines.

Callers on the Distress Line may be in a state of crisis, experiencing suicidal ideation, or have intentions of harming themselves or another individual. They may also be seeking external resources and referrals to agencies or are looking for a safe space to disclose personal struggles. Volunteers will use their discretion to identify how each client should be supported and will have access to staff supervision should any questions or concerns arise.

The Telephone Support team strives to meet the diverse needs of each client allowing opportunities to engage in conversations surrounding daily plans, storytelling, and exploring action plans to prepare for crisis intervention. Each call is made using a strengths-based and solution-focused approach with the common objective of assisting with goal planning, increasing the client’s ability to cope with unique situations, and referrals to community resources.

Contact Colten Ura, Manager, Telephone Support, Compass Community services; Phone: 519-824-2431 ext 26; Email:

This is a remote volunteer position supporting the Guelph-Wellington Community. All shifts and training are completed remotely, therefore, residence in Guelph-Wellington is not a requirement for this position.


  • Complete inbound and outbound calls with service users
  • Complete safety/wellness checks, provide medication reminders, and engage in social conversations with a diverse group of people
  • Assist with crisis intervention, when presented
  • Engage in conversations with members of the LGBTQ+ community through the texting support line
  • Utilize a strengths-based, solution-focused approach
  • Provide external resources and referrals to service users 
  • Complete case documentation of all interactions with service users
More Info Link
  • Opportunity to enhance communication, case documentation, and helping skills
  • Flexible schedules (1, 2, and 3 hour shifts available)
  • Freedom to work independently with staff supervision available to debrief/discuss concerns with
  • Ability to expand knowledge surrounding community services, mental illnesses, homelessness, addiction/community resources, and coping strategies/grounding techniques, and more
  • Gain experience using strengths-based/solution-focused interventions, crisis intervention, and conflict resolution
  • Exclusive trainings hosted by other local social services and healthcare agencies (some previous trainings have been: Indigenous Ways of Healing from CAMH, Trauma Informed Care from the CMHA)
  • Access to internal job postings and postings provided by community partners
Clients Clients are from all walks of life. A perfect experience for those looking to have an experience supporting a diverse population!
Ages 18 year(s) and up
Suitable for Highschool Credit Hours No
Areas of Interest Health Care ; Mental Health / Addictions ; Telephone Communication ; Volunteer from Home / Virtual
Skills/Experience Communication & Interpersonal Skills ; Confidentiality ; Counseling & Support ; Elder Care ; Friendly & Outgoing ; Leadership ; Listening Skills ; Medical Assistance ; Positive / Cheerful Demeanor ; Self-Motivated / Work Independently ; Team Work ; Writing & Editing
Commitment Length Medium Term (4 months to 1 year) ; Long Term (More than 1 year) - Volunteers are expected to contribute 8 hours per month for 1 year.
Interaction Level One-on-one - Through telephone communications
Minimum Hours 8 / Month
Accessibility Not Applicable
Location Virtual - Based out of Guelph
Number of Positions Bruce County ; Grey County ; Muskoka District ; Northumberland County ; Parry Sound District ; Peterborough (County of) ; Simcoe County 
120 individual(s) needed in total.
Training Orientation ; Training is provided - Independent Learning, Group, and 1-to-1 Staff Training is provided (all remotely)
Police Check Required
Additional Requirements
  • Vulnerable Sector Check is required.

Agency Details: Compass Community Services

Toll Free Phone 1-800-307-7078
Address & Map
20 Shelldale Cres
Guelph, ON N1H 1C8