message from sophie andrews, ceo the silver line€¦ · message from sophie andrews, ceo the...
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Volunteer Newsletter - Autumn 2014
Message from Sophie Andrews, CEO The Silver Line
I’m delighted to introduce our first
Silver Line Friends newsletter, written
for and mostly by volunteers. I’d like to
thank everyone for joining us at The
Silver Line and making such a
difference to the lives of older people.
By training as a Silver Line Friend you
have made an important contribution
to the success of our new charity.
There are now 1000 older people
receiving weekly friendship calls from
volunteers as well as more than one
thousand calls being answered by our
helpline staff each day and night.
I know from my own experience as a
Samaritan for over 20 years that it
makes a real difference to the people
we support to know that we are giving
our time freely and that we have a
genuine interest and care about them.
It’s so important to the older people
you are befriending to know that you
are doing it because you want to and
isn’t just a job or something you have
to do. You have chosen to give your
time and that in itself is a great gift.
We were thrilled to hear that many of
you would like to speak to more than
one person and we are now trying to
match Silver Line Friends to those
older people who are still on our
waiting list. We are a small team so
please bear with us and we’ll get back
to you as soon as we can.
We are developing other ways for
older people to enjoy friendship and
conversation such as Silver Circles
(group conference calls), Pen Pals
plus we are also looking to develop
other volunteer roles. There are more
details in this newsletter.
I believe that what makes our service
so special is our focus on bringing
alive and celebrating the wonderful
stories older people tell us. So many of
them have been in virtual isolation, or
feel so lonely because they have no
one they can really chat to, reminisce
with or laugh and cry with. They may
have people around them but still feel
very alone. We don’t judge and we
don’t have a measure for loneliness –
what we say to our callers is that if you
think it’s for you, it’s for you
I hope you enjoy our first volunteer
newsletter and that you will want to
contribute to the next one.
Please do get in touch with me at
if you want to make any suggestions
about how The Silver Line can improve
our service to older people.
And thank you, once again, for all that
you do.
Sophie
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Volunteer Newsletter - Autumn 2014
Thank You for your training feedback
The feedback we have received from
you this year at training has been
invaluable in shaping our ongoing
training. It has been great to know
what we’ve been doing well and also
what we could have done better.
Since March we have trained over 800
volunteers as Silver Line Friends
nationwide at 36 face-to-face days and
through 87 telephone conference call
sessions. Thank you to everyone who
attended one of these and thank you
to everyone who completed an
evaluation to let us know what we did
right, and equally important, what we
could have done better.
We have been very encouraged by
many evaluations telling us they felt a
sense of connection to The Silver Line
after training, as well as feeling more
confident and understanding the
expectations of the befriending role.
We have also been pleased that many
of you considered your face-to-face
day fun, informative and relaxed, and
the interactive style of the conference
calls an enjoyable and effective way to
train volunteers unable to attend in
person.
However some of you told us you
would have liked the following:
More role play
Case studies and real examples
of difficult calls to discuss
To listen to sample calls
More opportunity to interact on
the conference call
Volunteer Feedback
Overall, how would you rate the
information and training you have
received so far?
We have already trialled adding case
study discussions to both our training
formats. We have received positive
feedback from attendees who say it
gives them greater confidence, and
that it is good to discuss the various
situations and share ideas with other
volunteers. We will now look at ways
to incorporate your other suggestions.
So once again thank you for all of your
feedback and your help with improving
Silver Line training for new volunteers.
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Volunteer Newsletter - Autumn 2014
Friendship Feedback Forum
We have received some fantastic
befriending stories from volunteers
already and we know this is only the
tip of the iceberg. Thank you to
everyone who has taken the time to
write to us with their experiences so far
– please do keep them coming!
…………………………………………….
“It was with some trepidation that on a
Sunday evening in early July I entered
the Silver Line website, pressed on
Contacts and then on Call. Through
the magic of technology, which I have
to admit, I do not understand, I was
immediately talking to my first Silver
Line friend.
It went better than I had anticipated.
We quickly found common interests –
Indian cooking and then some military
history. What a combination! 30
minutes passed very quickly!
An hour later and with greater
confidence I called my second friend
and discovered a wonderful lady who
was in the Land Army during the
Second World War. She could write a
book about her experiences which
included – forging her father’s
signature on the application form (yes,
really) and then running away from
home in the middle of the night to join
up in Wales. That call lasted 40
minutes.
Since then every Sunday evening has
been very special, and only last
Sunday both my friends said how
much they enjoyed our newly formed
relationship. That really makes the
whole thing very worthwhile and it is a
privilege for me to have such
interesting people to talk to.”
Colin
……………………………………………
“The first few calls involved lots of
small talk and getting to know each
other. We spoke about birds, her
garden, my new niece, travel etc. I
was beginning to understand that my
new friend had had a difficult few
months as she mentioned a few things
in passing, but I think we both felt it
was too early to go into detail. As the
weeks have progressed and the trust
has increased, we have started to
discuss some of the issues she has
had. I try not to offer advice, I try to
listen, empathise and make helpful
suggestions. I don't find this hard as
my friend is remarkably positive.
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Volunteer Newsletter - Autumn 2014
From her perspective, I know that The
Silver Line calls have a hugely
beneficial influence on her life. She
tells me how she looks forward to our
call all week. She says that she tells
me things that she couldn't tell anyone
else, very deep and poignant things
that I think she wants to get off her
chest. She says that she feels that she
can say these things to me as we don't
meet and it would never cause a
problem. I think she find this cathartic.
My friend is clearly going through a
process of rebuilding her confidence
and I'm very sure that The Silver Line
call is aiding that hugely. I don't think
that it's anything particular that I am
saying, more the fact that I am there
for her to say it to.
Another positive note in this has been
meeting another volunteer Francis, he
and I are now good friends and see
each other once a week!”
Stuart
……………………………………………
My friend seems to really like hearing
stories about my dog and always ends
asking me to give her a pat from her.
She tells me she looks forward to our
calls and did once say “I don’t know
how I would manage all that pain
without you.”
Dinah
……………………………………………
“I was curious to see how my first
experience with The Silver Line would
work out after the initial training, and
how the first conversation would go.
Would there be long silences? My
Silver Line Friend is an 80+ year old
who worked in the oil industry and he
straightaway said that he did not think
he would have much in common with
me, a retired solicitor. Also I was not
sure how lonely my friend really was
as he has a son and daughter living
nearby. I need not have worried.
You have got to be both a good
listener and a good talker to make the
relationship work. I have also realised
that having family nearby does not
mean that he does not benefit from
having a Silver Line Friend. After all for
90% of his life he is not with them, and
anyway I think he gets great pleasure
from telling me about them.
I have greatly enjoyed my experience
with The Silver Line.”
John
……………………………………………
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Volunteer Newsletter - Autumn 2014
“I have just spent five minutes viewing
a Russian video on Facebook. The
video depicted a series of 'simple acts
of kindness' carried out by motorists -
stopping to aid an elderly person cross
the road, helping someone get to their
feet after falling over, picking up a
kitten which had strayed onto the road
and so on and so forth. I tried to
remember when I last witnessed any
such act.........This is the essence of
why I have become part of The Silver
Line, to contribute and help where I am
able. I am officially classed as 'a
pensioner' but am fortunate in that I
am reasonably fit and well, have my
mobility, a good network of friends and
a degree of financial security. After six
months of 'retirement' and having the
freedom to do 'whatever I wanted
when I wanted' (oh how I dreamed of
these days when working full time) it
all began to feel very shallow with little
personal satisfaction, then I heard of
The Silver Line and the light bulb
clicked!
I can do that - and yes I find that I can.
Then this week my Silver Line Friend
told me how much they looked forward
to these weekly calls and I feel great.
One hour per week is not a lot to me
but it is worth a lot.
To anyone considering volunteering I
say go for it ....... at the back of my
mind I keep thinking it could be me just
wanting someone to chat to........”
Sue
……………………………………………
“As a new SL volunteer I was a bit
nervous the first time I called my
potential Silver Line Friend as I didn’t
know what to expect. Although I had a
brief on her background, I still had to
have a pen and pad with a few topics
jotted down for opening up
conversation and ready to take notes!
This helped in the early stages of our
relationship, so as not to forget
anything important, like the names of
children, grandchildren, pets & special
dates – those that can be referred
back to with care and with interest.
Our conversations tend to flow and
cover a wide array of topics from
current affairs to our own world views.
We have developed a good rapport
over the weeks with lots of smiles and
laughter and we both look forward to
catching up on any events and news in
each other’s lives from week to week.
She always says that my calls are like
a “tonic” for her and I have been
complimented, being told that I am a
good conversationalist and that she
really enjoys our chats, and looks
forward to the next.
Our Silver Line Helpline service is
bringing some new input to my friend’s
life along with a fresh, if not different,
view of the world out there and a
reconnection with life outside of her
own environment. My experience as a
Silver Line Friend has also enriched
my life. When my working day is done
& I come home to an empty home, I
too have found myself feeling lonely. I
can understand and empathise with
how easily isolation can creep up on
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Volunteer Newsletter - Autumn 2014
one until it takes hold. If I can help one
person, feel less isolated or lonely and
part of the human race again, then I
am rewarded tenfold.
Our work is very worth the
commitment!”
Patricia
……………………………………………
“Since I started calling my lady she
has gained a lot of her self-confidence
back. She is now going out quite a lot
because she has joined one club, and
has since had the confidence to go on
to do other things with people that also
go to that club. She now goes out at
least one evening a week, and get
this, through one of the clubs she goes
to she made a friend who recently
asked her if she fancied going away
for a few days. They had a wonderful
time together in Scarborough, so much
so they have booked to go again in a
couple of weeks’ time.”
Linda
…………………………………………….
“Each week when we have our
conversation, I can feel that the calls
mean a lot to my Silver Line Friend
and she tells me how important it is for
everyone to have someone to talk to.”
Judy
……………………………………………
“I have two Silver Line Friends; a
lovely gentleman of whom I am very
fond, who is very easy to talk to and
says things like: "I wouldn't tell anyone
else this....." which makes me feel very
privileged. And a sweet little lady who
talks without, seemingly, pausing to
draw breath.
I enjoy my Silver Line Friends
immensely and they say that they look
forward to my calls”
Anne
……………………………………………
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Volunteer Newsletter - Autumn 2014
Going Postal!
Volunteers can now exchange post
with their Friends and we also have an
exciting new Pen Pal volunteering
opportunity for those who enjoy putting
pen to paper.
Many of you have expressed a wish to
be able to exchange birthday cards,
postcards, photographs, recipes,
poems and many other paper-related
things with your Silver Line Friend.
Whilst we still ask you to stick to the
important boundary of not exchanging
gifts, and anything of monetary value,
we are more than happy to facilitate
the exchange of any of the above.
All you need to do is pop your note or
card in a stamped envelope - ensuring
that the content you would like us to
forward is left unsealed. Please
include your full name, address and
the first name of your friend that we
are sending it to, and we will forward it
on!
Post them through to:
Silver Line Friend Post
The Silver LIne
Minerva House
42 Wigmore Street
London
W1U 2RY
Silver Letters
We have also been receiving requests
from older people (particularly those
coping with hearing loss) for a Pen Pal
Friend so we are going to pilot Silver
Letters. If you would be interested in
becoming a Silver Letter Volunteer and
picking up a pen and using the written
word to help someone feel cared for,
then please email [email protected]
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Volunteer Newsletter - Autumn 2014
Going the Extra Mile
Some Silver Line Friends have been
busy out in their local communities,
raising awareness and making sure as
many people know The Silver Line
number as possible.
Silver Line Friend Jane emailed us
back in May, concerned that older
people living in her local community on
the Isle of Wight might not know about
The Silver Line. She wanted to know
whether we could post her any
promotional material so that she could
distribute it in the library, the local
surgery and various businesses in
order to spread the word.
As you can see from the picture we
are now pride of place in a window of
the main high street. Thank You Jane!
If you would like to do something
similar to Jane please contact [email protected]
…………………………………………………………………………………………………..
Lives, Loves and Losses
In this section of the newsletter we would like to celebrate good news amongst our
volunteers, but would also like it be a place that we can celebrate the lives of any
Silver Line Friends that may have passed away.
For our very first edition we would like you to join us in saying a big
congratulations to Mary from Plymouth and her new husband, who got married
in June after 20 years of being together!
Please feel free to email your news to [email protected]
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Volunteer Newsletter - Autumn 2014
Meet the Silver Line Scotland team, who are working incredibly hard Monday to
Friday delivering The Silver Line Helpline and befriending service to older people
across Scotland.
The Silver Line Scotland currently has
seven volunteers within its Helpline
team ranging from students to
someone who is 80 years old – and all
ages in between! They say: “we all live
and learn from all our different
experiences in life!” One of their
Helpline volunteers, Laura-Jane, has
written a short piece about her
experience with The Silver Line
Scotland so far:
“I spent several months volunteering
with Age Scotland, carrying out
Keeping in Touch' calls with service
users awaiting a Silver Line Friend
match. The time I spent with the team
was both rewarding and challenging,
as I spoke with a wide variety of older
people with a range of needs across
Scotland. The team were incredibly
friendly and really made me feel like I
was helping them make a difference. I
am so glad I had the opportunity to
witness what this important
organisation works with every day, but
the most rewarding part of my job
definitely came from the older people I
spoke with, who were so grateful for
our calls and for The Silver Line
service.
I got so much out of my experience I
ended up becoming a Silver Line
Friend. I hope that through sharing my
time I can give a little something back
to a generation that all too often seems
to be overlooked or forgotten.”
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Volunteer Newsletter - Autumn 2014
News in Brief
We’ve compiled some recent news items that concern isolation and loneliness
amongst older people across the UK, as well as updates that may be of interest to
you as Silver Line Friend volunteers.
Friends of the Elderly reported
in August that there will be a
40% rise in older people
reporting loneliness by 2030
due to the rise in the internet
cutting off local services. To
read the full article click here
In July The Independent ran an
article that told us Britain has
become the loneliness capital of
Europe. So how did we come
so lonely? To read the full
article click here
We have a growing number of
fantastic, and very different,
companies now working with us
as volunteers. Most recently,
Consultus Care, Mishcon des
Reya and Vodafone – so a big
thank you for joining us in
supporting older people and for
giving time and encouragement.
We are also working with the
Rotary Club in London who
have offered their time and
considerable experience to join
forces with The Silver Line. We
will train 50 of their members to
become Silver Line Friends by
October, with many more to
follow!
Over 3,500 retailers will donate
to us at no extra cost to you, if
you simply shop online via Give
as you Live. Join and start
shopping today to help us beat
loneliness.
We’re always interested to hear of any stories or news items that may be happening
in your local area, and remember you can keep up to date with our news stories via
Twitter and Facebook too.
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Volunteer Newsletter - Autumn 2014
Swiss Re and The Silver Line
Corporate volunteering is a fantastic way for companies to offer their staff the
opportunity to ‘give something back.’ At Swiss Re the volunteer training was
organised during the working day and 8 members of staff attended the session.
Sally-Anne is one of our Corporate Silver Line Friends.
“Swiss Re were one of the founding
partners for The Silver Line and as a
result extremely supportive of
employees volunteering.
My friend and I were matched a few
months ago and although I was
nervous when I made the first call - I
wanted to make a good first
impression! - I had nothing to worry
about as we appeared to hit it off
straight away sharing our
backgrounds, family circumstances
and interests. We enjoy subjects such
as sport and travel and generally have
quite a lot to talk about every week.
Our conversations are definitely 'two
way' and I really look forward to our
Sunday evening chat. For me, I am
very interested to hear about how his
week has gone and his views in
general. Plus he has a wicked sense
of humour which makes me smile a
great deal.
The technology is very easy to use as
well as reliable, this helps to make it
easy to ensure I call at the agreed time
each week.
I am hopeful that my friend and I will
continue to enjoy our calls long into the
future.”
Sally-Anne
In our next newsletter we will introduce you to another of our corporate
volunteer teams. If you think your company would be interested in becoming a
Corporate Volunteer Partner, please get in touch!
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Volunteer Newsletter - Autumn 2014
Upcoming Events
There are some exciting things on the horizon with our 1st year anniversary
approaching. We also have a growing number of fundraising opportunities for
volunteers to potentially sink their teeth into.
The Silver Line First Year
Anniversary
On November 25th The Silver Line will
be one year old! To celebrate this first
incredible year as a national charity we
hope to hold volunteer events around
the UK for volunteers to attend to
celebrate, and collectively share their
experiences so far. Please click here
to let us know if you would be
interested in attending an event in one
of these provisional locations.
Santa Fun Run
We have purchased a limited number
of spaces for the Santa Fun Run which
is being held in East London’s Victoria
Park on the 7th December 2014. Over
2,000 people are expected to take part
raising funds for hundreds of different
charities. You can choose to walk, jog
or run - 5km or 10km - dressed as
Santa whilst raising money for The
Silver Line. To register your interest
and find out more please contact
please click here.
Skydive for The Silver Line
Have you ever fancied jumping 12,000
feet from the sky for charity? Paige did
just that in memory of her grandfather
who sadly passed away earlier this
year, and has so far raised an
incredible £720 for The Silver Line. For
information on how to experience your
own skydive please order your
information by clicking here or to make
a donation to Paige’s growing fund
please click here -
https://www.justgiving.com/paige-
dennis/
We would also welcome ideas if you would like to organise your own fundraising
event, please email [email protected]
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Volunteer Newsletter - Autumn 2014
New Volunteer Roles
In addition to the new Silver Letter volunteer role we mentioned earlier in the
newsletter, we also have three other new exciting roles we are starting to recruit for.
Lead Volunteer
The overall purpose of this role will be
to provide mentoring and support to a
group of Silver Line Friend volunteers
at the direction of the Volunteer
Manager. In addition, a Lead Volunteer
will provide help with the monitoring
and delivery of the befriending service,
and as necessary provide additional
support and liaison with older people.
Lead Volunteers must be able to
commit 8 hours a week.
Community Engagement Volunteer
The overall purpose of this role is to
inspire groups and individuals about
the work of The Silver Line and the
impact of isolation and loneliness on
older people. Community Engagement
Volunteers will raise awareness of the
service The Silver Line offers and help
us to encourage people to volunteer.
This is a flexible volunteer role.
Community Fundraising Volunteer
The overall purpose of this role is to
help us raise money and awareness
about The Silver Line in your local
community. Community Fundraising
Volunteers will need to have good
knowledge of their local area, be
enthusiastic and have a can do
attitude. This is a flexible volunteer
role.
For more information about any of these roles including becoming a Silver Letter
Volunteer please email [email protected] and we will send
you further details.