Volunteer Opportunities

Volunteering with Contact Community Services is more than a way to give back—it’s an opportunity to grow, learn, and make a lasting difference in your community.

• Strengthen Your Communication and Listening Skills
  Learn the power of reflective listening, emotional validation, and nonjudgmental support—skills that benefit you in both personal and professional relationships.

• Gain Valuable Experience for School or Work
  Whether you're pursuing a career in counseling, social work, medicine, education, or public service, your experience at Contact demonstrates commitment, empathy, and resilience—qualities that matter in every helping profession.

• Make Meaningful Connections
  Every shift is a chance to connect with someone who may be feeling lost, overwhelmed, or alone. Your presence can bring calm, hope, and human connection at just the right moment.

• Enjoy Flexible Scheduling
  We offer multiple shift times across the week to accommodate school, work, and family obligations. Volunteering can fit seamlessly into your life.

• Receive Comprehensive Training and Ongoing Development
  You’ll receive structured, hands-on training and regular opportunities to enhance your knowledge and skills through advanced workshops and team learning.

• Deepen Your Understanding of Mental Health and Community Resources
  You’ll gain insight into the mental health landscape and become familiar with local services that support individuals and families in crisis or need.
• Be Part of a Mission-Driven, Compassionate Team
  At Contact, you’re never alone. Our volunteers and staff create a supportive, inclusive, and purpose-driven environment where everyone is working together to uplift our community.

Volunteering at Contact is both impactful and fulfilling—but it also requires a sincere commitment, professionalism, and respect for the vulnerable individuals we support.

Essential Volunteer Functions

Volunteers are expected to:

• Provide emotional support to callers/clients using active listening and empathy
• Maintain strict confidentiality regarding callers/clients and fellow volunteers
• Attend and complete all required training sessions
• Participate in continuing education opportunities as available

Volunteer Requirements

To be successful in this role, volunteers must:

• Be 17 years or older for TeleCare; 18 years or older for Contact Hotline
• Demonstrate reliability and a sincere desire to help others
• Show compassion for people facing mental health or life challenges
• Be comfortable using a computer and telephone in a fast-paced environment
• Complete background check and submit references upon request
• Successfully complete all components of the required training
• Commit to a minimum of:
  • Three 4-hour shifts per month for the first six months
  • Two 4-hour shifts per month thereafter
• Attend two advanced training sessions per year
• Commit to at least 12 months of volunteer service

Maintaining Healthy Roles and Boundaries

Maintaining professional boundaries is vital to building trust and ensuring ethical, supportive interactions with clients. Boundaries protect both the volunteer and the client and are essential to the integrity of our services.

 Key Aspects of Healthy Boundaries

• Staying Within Scope:
  Calls are brief and supportive—not clinical. Volunteers provide emotional check-ins, reminders, and social connection, but do not offer medical advice or therapy.
• Respecting Confidentiality:
  Volunteers must safeguard all personal client information, sharing only with appropriate staff when necessary.
• Empowering, Not Enabling:
  Volunteers support client independence and wellness. We foster connection—not dependency.
• Staying Professional:
  While warm and empathetic, interactions remain professional. Personal contact info is not shared, and relationships are not continued outside of the program.

By upholding these standards, volunteers help ensure every interaction is meaningful, compassionate, and ethically grounded.

Contact volunteer recruitment and training is ongoing. We accept applications for volunteer opportunities year-round.

Training to make TeleCare calls is roughly 4-hours and includes shadowing, one-on-one instruction to gain familiarity with active listening and the computer and phone and making calls under the guidance of a trainer. Once ready to take calls, volunteers continue to be supported by staff during their shifts.

After a volunteer is comfortable with TeleCare, they can choose to be cross trained on the Hotline. The Contact Hotline is a safe place to talk. It provides free, confidential, 24-hour service for anyone who is depressed, in crisis, going through a hard time, thinking about suicide, or just needs to hear a caring voice. Most calls are not-suicide related. Our 40+ hour Hotline training curriculum instills the skills and confidence needed to successfully support clients who present with a wide range of life challenges and issues.

Components of Hotline basic training include:

Orientation An introduction to our agency’s history, mission, and organization. During this time trainees learn what to expect as a volunteer and what their volunteer commitment will entail.

Observation During observation shifts, a trainee will shadow an experienced volunteer as he/she answers calls and later discuss skills used and call management strategies. Trainees complete three observation shifts.

Self-guided training modules These self-guided training modules are computer-based and can be completed in the comfort of one’s home or at a designated training station at our office. Training modules are comprised of readings, PowerPoint presentations, audio recording, and videos. Topics covered during this training include:

• The foundation of active listening
• Crisis and suicide risk assessment
• Active intervention for suicide
• Mental health awareness

Individualized instruction and role plays All trainees meet one-on-one with a trainer to review content and practice skills through role play.

Apprenticing After completing observation and classes, trainees begin apprenticing shifts. An experienced peer trainer coaches and supports them as they answer Hotline calls. Most trainees complete four apprenticing shifts before they begin to take calls on their own.

Our training is extensive to meet the requirements for our certification with the American Association of Suicidology and in order to maintain our reputation as a viable service to the community.

Do I need counseling experience?
No! We provide all the training you’ll need to feel prepared and supported.

What are you looking for in a volunteer?
Empathy, reliability, basic computer skills, and a willingness to grow. We welcome volunteers from all backgrounds and walks of life.

How can I help if I’m not an expert?
You don’t need to give advice. Your role is to listen, reflect, and support. That alone can be incredibly powerful. 

Can I volunteer remotely?
No. All calls must be made from our East Syracuse call center to protect confidentiality and ensure proper supervision.

What if I get a suicide-related call?
We dedicate a large portion of training to handling these calls safely and compassionately. Staff are always nearby to consult.

Is just listening really helpful?
Absolutely. Many callers say they feel better simply knowing someone is truly listening—without judgment or interruption.

What if I disagree with a caller’s values?
You don’t need to change your beliefs, but we’ll help you respond nonjudgmentally and with compassion, even in challenging conversations. 

Do volunteers give referrals?
Sometimes. Most callers are looking for someone to talk to. You’ll learn how and when to share resources during training.

Will I ever be working alone?
Never. Staff are always present to assist, coach, and consult.