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Date updated: July 25, 2019

Information Line Peer Support Volunteer
Job Description


To provide seniors, families, and those working with or concerned about seniors with information about available services and resources; assist seniors in accessing needed services, and support them through the process.



  • Greet and assist visitors/walk-ins
  • Answer the phone and direct calls appropriately
  • Offer a listening ear to callers to on the Information Line
  • Answer email inquiries
  • Provide information about available services and resources as appropriate from own knowledge and from SeniorsNL resource material and iCarol (our database) system
  • Explore options with callers and encourage them to set goals and select a plan of action
  • Assist the senior to access services and make referrals if the senior requests
  • Make follow-up calls to ensure needed service or assistance has been obtained – if not, review options
  • Enter call information into iCarol – recording details of the request, the information provided, and action taken
  • Research information (via the internet or by making phone calls) for the Resource Files
  • Consult with the Director, Information and Referral on a regular basis when problems arise and in all cases of elder abuse
  • Adhere to the policies of SeniorsNL on matters of confidentiality and protocol

What It Means To Be a Peer Support Volunteer – Defining Our Role & Shared Expectations


  • An older adult interested in helping seniors
  • Good listening and communication skills
  • Able to deal tactfully and effectively with the public
  • Willing to learn about community resources and services
  • Willing to attend a training program
  • Comfortable using a computer and willing to learn our database system


Time Commitment:

  • Attend required orientation and training components
  • A minimum of one four-hour shift per week
  • Attend regular Peer Support Volunteer meetings of approximately 2 – 3 hours per month (except July & August)


Responsible to:

Director, Information & Referral Services


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