Today’s volunteer case study follows Sonya, a British Heart Foundation Kingston Phone Volunteer! The British Heart Foundation helps to fund scientific breakthroughs that keep families together – like pacemakers and defibrillators. They also support people affected by heart disease throught their heart helpline and advocate for health equality.
Volunteer role and organisation:
Phone operator in BHF Kingston
Tell us a little about yourself (where you live, what your occupation is)?
I am a physics teacher and living in KT2
What inspired you to volunteer?
I’ve always been passionate about education and helping young people, so when I learned about opportunities to volunteer in schools, I felt inspired to get involved.
How did you find out about the volunteering role?
Social media
Tell us about your volunteering role(s)?
I volunteered with the British Heart Foundation (BHF), supporting their operations over the phone. At first, I was a bit nervous, as I wasn’t sure what kind of queries I would receive. But after taking one or two calls, I quickly realised that most of the callers were elderly people who simply needed reassurance and clear information, often asking about collection times or how the donation process works.
My day-to-day role involved answering calls, providing information, and offering support in a kind and patient manner. I received basic training on the charity’s procedures, how to handle common questions, and how to communicate effectively and empathetically over the phone.
What I enjoyed the most about the role was knowing I was making a difference, especially for older individuals who often just needed someone to talk to. As someone with experience in education, I found that my patience and communication skills really helped—and it was fulfilling to use those skills in a new context to support a great cause.
What has been the best thing about your volunteering experience?
Staff
Can you sum up your experience in three words?
Learned new skill, meet new people and talk to people.
Thank you very much to Sonya for completing our volunteer survey. Alternatively, keep up with the British Heart Foundation on their website, X (formerly Twitter) and Facebook.
Not sure where to begin with your volunteering journey? Check out our resources page here.