Skip to content

Triage Volunteer

The Scottish Government will be launching a formal 12-week consultation in July
around the devolution of social security benefits. As part of this public consultation
Age Scotland has been asked by the government to carry out focus groups, as
the main focus of the consultation will be an online survey and it is known that
many older people do not have access to the internet or may not want to feed
back online. Age Scotland wants to include more older people in this consultation
and is therefore going to make call backs to older people who have telephoned
Silver Line Scotland (our information, advice and friendship helpline) to also
gather these opinions by phone.
Included in the list of benefits to be devolved, and most likely to impact on older
people, are
 Disability Living Allowance, Attendance Allowance and Personal
Independence Payment
 Carers Allowance
 Cold Weather payments
 Winter Fuel Payments
 Funeral Payments
Silver Line Scotland advisers will seek consent from callers to call them back and
we will have a survey with specific questions that the volunteer would ask them.
The volunteer will also collate this evidence so it is accessible to our policy team,
and where possible identify opportunities for case studies.
There will also be opportunity to support Age Scotland’s wider work on this
consultation (attending consultations, collation of statistics etc).
There may also be options to get involved in other aspects of the Silver Line
Scotland service. 
We are looking for a volunteer with a good telephone manner, great attention to
detail and someone who is able to communicate effectively. Full training will be
provided on all aspects of the role but it will involve adding information to our
database so a good knowledge of IT would be helpful.
As this role involves having access to information about callers to our confidential
service we would request two satisfactory references are received prior to starting
but we can get details of these and help with suggestions of who might be a good
reference when we meet you. 

We are looking for friendly volunteers who'd like to support older people by taking calls that come in to our busy helpline. You'll answer calls and have a chat with the caller to establish how we can help. The caller may be looking to access our Community Connecting Service, be seeking basic information or looking for more in depth advice.

If the enquirer is looking for more basic information or a chat - you'll be trained to provide this.

Callers with more complex enquiries; for example about care or benefits will then be transferred to an adviser.

Further information

More about volunteering

To find out more about this role please donwload our further information document.

If you'd like to apply for this role please complete the application form and return it by:

For more information: If you have any questions please contact the team on 0333 323 2400