Volunteer Helpline Operator

Helem is the first LGBTQIA+ rights organization in the Arab world, officially established in Beirut, Lebanon in 2001. Its mission is to lead the struggle for the liberation of Lesbians, Gays, Bisexuals, Intersex, Transgendered, Queer (LGBTQIA+), and other people with non-conforming sexualities and/or gender identities in Lebanon and the SWANA region from all sorts of violations of their individual and collective civil, political, economic, social, and cultural rights. Our goal is to empower young LGBTQIA+ leaders to advocate for their own liberation. We seek to create initiatives and spaces where our communities can leverage unity through diversity and build power. We protect and support individuals with the resources to resist the harm caused by homophobia and transphobia. We empower our youth through education and community building and mobilize to change the laws, policies, and practices that deny us equality and reduce our quality of life.

The Helpline Volunteers will serve as the first point of contact for community members reaching out with a range of concerns: emotional, legal, health-related, or social. Volunteers will offer light emotional support, de-escalation, and referral guidance, while maintaining strict confidentiality and professionalism. Volunteers are expected to commit to a minimum of 6 months, during which they will participate in regular shifts, training, and check-ins with Helem’s program team.

Key responsibilities include:

• Responding to incoming helpline calls with empathy, discretion, and non-judgment
• Conducting basic needs assessments and emotional de-escalation when appropriate
• Referring callers to the right entity/service providers
• Documenting calls and referrals via secure, internal forms
• Attending a pre-service training on SOGIESC, Helem’s values, referral protocol, and PSS
• Participating in weekly one-on-one supervisions and monthly reflection sessions

Selected volunteers will receive training in:

• LGBTQIA+ inclusivity and Helem’s mission
• Cultural sensitivity and trauma-informed listening
• On-the-spot emotional de-escalation techniques
•  Referral protocols and documentation
• Code of Conduct, PSEA, and Confidentiality standards

Volunteers will sign an agreement outlining their role, schedule, responsibilities, and the conditions for receiving formal acknowledgment after 6 months.

Helem is committed to supporting its volunteers through well-being activities, team-building efforts, and public recognition such as the Helpline Operator of the Month.