Client Resettlement Welfare Volunteer

Our work doesn’t stop when our clients are placed in accommodation. We are dedicated to providing sustainable solutions and outcomes. We continue our support to help people settle into and flourish into independent living and we are committed to delivering services that provide the best outcomes for them. When a person is rehoused, frequently it’s in an area unfamiliar to them which can be daunting.

We are therefore seeking volunteers to conduct phone calls, to see how our clients are getting on. You may also be required to raise any welfare concerns with your caseworker, and to signpost clients back into The Passage’s, and other services if further support is needed.

You will be matched with a caseworker who will support you throughout the process.


We are seeking volunteers who can do one session a week either from 9am – 12.00 or 1pm – 3.30pm

About this Role

We are seeking volunteers to conduct phone calls to see how our clients re getting on and to signpost them into our and other services. You will be matched with a caseworker who will support you.

What will I be doing?

  • Calling clients who are in accommodation to see how they are getting on
  • Signposting clients into Passage and other local services
  • Booking clients into hotel accommodation if required
  • Escalating any safeguarding issues to a member of staff as soon as they arise

What skills do I need?

  • Aged 18 or over – essential
  • Confident telephone manner and polite and welcoming customer service skills
  • Ability to demonstrate an inclusive and non judgmental attitude
  • Active listening skills and ability to ask open questions
  • Patience and ability to engage with a range of service users
  • IT literacy
  • Ability to uphold and respect The Passage policies and procedures

What you can expect:

  • Volunteer induction and in the role training
  • Supervision from a case worker in our Prevention and Partnership Team
  • Travel expenses reimbursed according with our Finance Policy

The role is subject to the provision of two references, an informal interview and attendance at a Volunteer Induction session. For questions about the role or the application process, please contact the Volunteering Team on 0207 592 1863

Volunteer Registration Form

Your Information


Emergency Contact Details

About You

Please include any professional experience you have.

i.e. use or have used them in your job

You can apply for up to 2 additional roles with this application. (Optional)

As we work with adults at risk (people who are homeless), we need to carefully screen all of our volunteers.

Please provide the names and contact details of two referees, such as friends or colleagues. They must have known you for at least 6 months. Neither referee should be a direct family member.

If you are unsure about who to put forward as your referees, please contact the Volunteer Manager who will be happy to offer guidance.

You understand that by providing us with your referees contact details, they agree to be contacted by us.
Referee 1

Referee 2


A few volunteering roles require volunteers to do a DBS check (previously called CRB checks). If your role requires a DBS check, we will ask you to disclose any spent and unspent conviction, cautions, reprimands or final warnings when we receive your application, except those which are “protected” as defined by the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (as amended in 2013).

Some roles require a DBS check because of the nature of the tasks involved and because our clients are classed as Adults at Risk which means certain roles are exempt from the Rehabilitation of Offenders Act 1974. Having a criminal record will not necessarily prevent you from volunteering with The Passage but some convictions may require further discussion.

If you would like to discuss this in more detail before submitting an application, please email [email protected] or call 020 7592 1863

In accordance with the Data Protection Act 1998, the information provided on this form will be used in the recruitment and selection of volunteers and may be disclosed to all those who need to see it. It will also form the basis of the confidential volunteer record.