The Helpline & Volunteering

The Helpline

The No Panic Helpline operates between 10am and 10pm every day of the year. It is staffed by trained volunteers, these volunteers work in 3 hour shifts, being 10am to 1pm, 1pm to 4pm, 4pm to 7pm and 7pm to 10pm. During the night hours the crisis message is played. The crisis message is a recorded breathing exercise that can help you through a panic attack and help you learn diaphragmatic breathing. The helpline is it’s busiest during the first hour of each shift and the last hour of the last shift of night. Would you like to provide us feedback on your experience?


Volunteers first position is on the Helpline and they work on a shift up to 3 times a week. Normally this is the same shift each week. Volunteers must have a landline telephone without a 1571 type answer service before they can be trained to be a helpline volunteer. Volunteers go through a 12 week training course for one hour a week on a weekday evening, this includes role plays, homework and learning. They receive all necessary course materials as part of the course. There is a £25 fee that volunteers have to pay to cover the cost of the course materials and support they’ll be receiving. No Panic has some rules that a volunteer must agree to before they can work on the helpline, like the answer machine rule above. These are discussed at the interview a volunteer has before being offered a place on the training course and during the course.

After they have completed the 12 week training course, they go through a 12 week probationary period where they have a back-up. Who is a senior volunteer that they can call if they need support after a call and then after their shift they call them to go through the calls of the shift and get any necessary comments and help they require.

After a volunteer has been working on the helpline for a year they can go on to addition training to become a recovery group leader and a mentor.  These volunteers run our support services. The next step that a volunteer can progress to is to become a helpline training group leader, these people help us train our helpliners need to keep our helpline working.

If you would like to apply to become a volunteer you can do so through our website or you can download a printable form that you can post back to us.

Apply Online

Download Volunteer Application Form

Helpline Feedback Survey

This is a survey about your experiences of the helpline. Your email address is required but this is confidential and you do not have to provide your name or contact details.

Your Email (required)

How Happy were you with your experience using the helpline? (required)

Why are you happy or unhappy with your experience? (required)

How helpful did you find your call? (required)

Why did you find it helpful or unhelpful? (required)

Do you have any suggestions on how we can improve our service on the helpline?

Any other Comments

If you provided negative feedback would you like to be contacted about it to make a complaint?
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Your Name

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Your Membership Number (If you are a member)

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