Our volunteers don’t need to be in role for long before they make a positive difference
After successfully completing a full training programme, Llewelyn had only been in his new role as a Chat & Connect Telephone volunteer for 1 month before his volunteer manager felt he deserved to be nominated for the team’s ‘Call of the Week’ recognition.
Sight loss throws up numerous challenges and our customers will have a lot of questions to help them navigate this journey. Our Chat & Connect volunteers are here to contact customers to let them know what services are available, how they can connect with others and how they can get involved in removing barriers in society.
Mark and Llewelyn tell us about being a volunteer and volunteer manager in this essential service.
Mark’s thoughts as a RNIB volunteer manager
As a new volunteer manager, how have you found the experience of working with RNIB volunteers?
As a new volunteer manager, I have found the experience refreshing. It offers a fresh perspective on the way we work and has helped me grow as a manager due to the skill set it has given me.
What tips do you have for others who will be new to volunteer management?
Ask lots of questions. The more information you have about the volunteers and the better understanding you have of the role and the volunteer, the easier it will be to make the tasks the volunteers will be actioning. Always ensure that the volunteers can approach you and ask any questions they have. When answering their questions, put yourself in the volunteers' shoes to make sure the answer is delivered in the way that will help the volunteer the most.
Why did you nominate Llewelyn for Call of the Week? What stood out to you?
How could I not nominate Llewelyn's call for Call of the Week? It was delivered at an exceptionally high standard. The customer service provided during Llewelyn's call was perfect. The supporter was listened to and supported from start to finish, and the experience left them feeling reassured and happy that we had called.
Llewelyn’s experience as a Chat & Connect volunteer
Why did you decide to volunteer for RNIB and what attracted to you this role?
I was not working at the time, and I am someone that does not like to sit down doing nothing. I searched for volunteering roles, and this was one of the roles that came up. After doing my research, I then decided to apply and give my support to RNIB by helping people struggling with their eyesight.
I do understand what some of these people are going through as I have faced serious challenges in life and my career because of my disability. I had a major brain surgery in 2020 that turned my life around. With such experience, I enjoy helping disabled people, just like what I did in my last financial role that ended in July last year.
Can you tell us some of what you’ve learned since starting your role as a Chat & Connect volunteer?
I have learnt in this role that people’s eye conditions and circumstances are different, and I try and adjust my conversation to the person I am speaking to. This can be things like speaking slowly, speaking louder because of their hearing, and sometimes repeating things for someone to grasp it.
Speaking to customers on the phone gives you the opportunity to make a positive difference to someone’s day, can you share examples of how your conversations have helped someone?
I always make sure it’s convenient to speak to that person when I call, as that’s the only time I will be able to build a good rapport with that person and get their undivided attention. I always ask the relevant questions to get to understand their circumstance, empathize with them, and then be able to navigate and refer them for the support that they need. I am someone who likes cracking jokes with people, and most of the time the customers I speak to always feel relax to talk to me and that usually brightens their day, and they always give good feedback to RNIB.
What would you say to anyone else who was interested in volunteering?
If you enjoy helping people and also contribute to the positive changes in their lives and day-to-day activities, then volunteering at RNIB is the right place to do that.
Thank you to Mark for ensuring his volunteers are supported and recognised for their efforts, and a huge thank you to Llewelyn for your commitment to making the sight loss journey an informative and supportive experience.
If you’re interested in volunteering with RNIB, why not check out our available opportunities on our website or contact us by email: [email protected] or by calling 0303 123 9999 option 4.
