Switchboard Tech Volunteer

Who are we?

Switchboard LGBTQIA+ exists to provide members of the LGBTQIA+ community, as well as their friends, family and those supporting them, with a listening service that they can contact via phone, instant message and email between the hours of 10am to 10pm every day.

We are happy to talk to service users about any topic they wish. Topics we often talk to service users about include: sexual health, safer sex, relationships, coming-out, gender identity, transitioning, mental health, experiences of hate crimes, support for meeting other LGBTQIA+ people and making friends, and much more.

What is the role?

We are on the look-out for people to join Switchboard as Tech Volunteers. This means you won’t be answering phone calls or responding to chat messages or emails sent to us by service users, but you’ll instead be on-call to triage any technical issues faced by our Listening Volunteers.

Tech Volunteers ensure our systems stay live and that Listening Volunteers can start their shifts and respond to service users without any technical issues. 

Tech Volunteers sign up to take one of the following shifts, once every 2 weeks:

• Monday: 6pm - 10pm

• Tuesday: 6pm - 10pm

• Wednesday: 6pm - 10pm

• Thursday: 6pm - 10pm

• Friday: 6pm - 10pm

• Saturday: 10am - 2pm, 2pm - 4pm or 6pm - 10pm

• Sunday: 10am - 2pm, 2pm - 4pm or 6pm - 10pm

Please note that you’re expected to be available on-call during your shift, keeping an eye on the helpdesk tool we use for any issues that do arise. 

Training for Tech Volunteers

We provide a comprehensive onboarding for new volunteers. This provides an overview of the service we deliver, the various tools we use and any common FAQs. It also provides an overview of the process Tech Volunteers should follow to triage and escalate any technical issues that are reported. 

Who are we looking for?

We are looking for volunteers who:

• Have good working knowledge of communication tools such as Slack and Google Workspace

• Have a strong degree of technical knowledge and are able to troubleshoot issues faced by individuals, before exploring solutions to these

• Have experience using helpdesk tools such as HelpScout to manage requests that come in

• Are able to identify, analyse and explain tech issues that are being faced in a clear, concise and friendly manner to others (especially people who may be less technically minded!)

• Are comfortable referring to guides and FAQ documents to troubleshoot problems and find solutions

• Are able to undertake a shift once a week in-line with our rota (mentioned above)

Background checks:

Please note that as part of our safer recruitment process, we require all volunteers to complete a basic DBS check, as well as an address and identity check. Switchboard will cover the costs associated with these checks.

We also require you to provide the details of one character referee as part of your application (this cannot be a family member or partner). All background checks must be completed by the time your initial onboarding/training has finished.

There is a sensitive application route available for trans applicants and we will work with you to ensure this process is as smooth as possible. Please let us know if this route is something you’d like to explore.

For older members of the LGBTQIA+ community who have spent convictions on their records which are the result of outdated and discriminatory laws, we will work with you to have these removed from your records.

What are the next steps?

If you’d like to join us as a Tech Volunteer, we would love to hear from you!!

The steps to apply for this voluntary role are:

1. Click ‘Apply now’ and answer the questions outlined in the application form to the best of your ability (please write a minimum of 100 words per answer - these answers are assessed and determine whether you move to the next stage so please provide as much detail as possible!), and complete the demographic survey (we cannot progress your application without this)

2. Attend a 1:1 interview with a member of our team

3. Sign up to one of our onboarding courses and book your spot on our rota!

If you have any questions regarding this role, please email volunteering@switchboard.lgbt