Behind the Lines: Being a Helpline Team Member
17th December 2024
by Zoya
When people ask me what it’s like to work on Amina’s Helpline, I often pause – not because I don’t have an answer, but because it’s hard to capture the range of emotions, challenges, and rewards this role brings. Every day is different, yet each call reaffirms why this service is so important – not just for the women who call us, but for the communities we serve. Every phone ring brings a new story – some whispered through tears, others spoken with urgency – women searching for support, hope, or simply someone who understands; a listening ear.
Let’s take you behind the scenes of what it’s like to be part of the Helpline Team.
The Heart of the Work
A typical day on the Helpline is anything but typical. One moment, I might be offering practical support to someone who feels completely stuck, and the next, I’m simply listening to someone sharing how their day has been. Each call is a reminder of the importance of this service, not just as a lifeline but as a source of empowerment.
What sets the Helpline apart is not just what we do, but how we do it. At Amina, we approach every caller with empathy, understanding, and cultural sensitivity. We recognise that many women face challenges deeply rooted in cultural or religious contexts, and we provide a safe, judgement-free space where they can be heard. Our support goes beyond one issue – we support women dealing with domestic abuse, financial struggles, employment challenges or simply the need for connection and empowerment. Amina offers a range of services under one roof, making it more than just a helpline. It’s a community, a safe haven where women find support, understanding, and hope when they need it most.
The Sisterhood of Amina
What truly makes this work special is the team I’m thankful to work with – the Amina Family. There’s an unspoken bond that ties us together, a shared understanding that we’re all in this to support each other as much as we support the women who reach out to us. The warmth, compassion, and solidarity within our team create a sense of strength that turn even the challenges into a collective effort. This role isn’t just about helping others; it’s about witnessing resilience, building connections, and learning just how strong women can be. When the calls are heavy there’s always someone to lean on. If I’m uncertain about how to approach a complex issue, someone is there with advice. And on those overwhelming days, there’s always a kind word, a shared laugh, or a plate of samosas in the kitchen to lift the spirits.
Why It Matters
Being part of the Helpline Team isn’t just a job. It’s about making a tangible difference in the lives of women. It’s about being that voice on the other end of the phone that says, “You’re not alone”. It’s also about the skills and resilience I’ve gained along the way – skills that have not only made me better at what I do but have also helped me grow as a person. I have developed active listening techniques that allow me to hear the caller’s needs. I’ve learned to remain calm and composed under pressure, especially in urgent or emotionally charged situations. Working at Amina doesn’t feel like work – it feels like sisterhood in action. The sense of belonging and being part of something bigger is what makes our Helpline so impactful – not just for the women we support, but for us as a team too.
If you’ve ever thought about joining a team where every day is an opportunity to make a difference. The Amina Helpline might just be the place for you.
Ready to answer the call?
Join the Helpline & Befriending Team as a Volunteer
2025 Helpline & Befriending Volunteer intake is now open – apply here by Monday, 13th January 2025. For any questions, please email helplineadmin@mwrc.org.uk, or call 0141 212 8420.