Shout is the UK’s free, confidential, 24/7 text support service for children, young adults and adults who are struggling to cope. Shout relies on hundreds of volunteers who give their time to listen throughout the day and night. Shout volunteers have taken over 2.5 million conversations with 830,000 people who are anxious, stressed, depressed or suicidal. We spoke to three City students who all volunteered on the Shout texting service whilst studying at City. Here’s what they had to say: 

What motivated you to volunteer at Shout? 

“During my first year of studying Psychology, I was informed about the importance of having relevant experience in the field. Taking this advice, I found out about Shout,” says Ayca, a BSc Psychology student. “I chose Shout among many other charities because it gave me the ability to work from home and choose my shift hours that better suited me.”  

Anshika, a BSc Business Management student, explains the onboarding process to us. “After completing 25 hours of mandatory training, allowing me to gain the necessary skills, confidence and knowledge required to support all our texters, all volunteers make a commitment to 200 hours of volunteering, but this is extremely flexible.”  

What is a typical volunteer shift like at Shout? 

Catarina, BSc Psychology, talked us through a typical shift at Shout. “[The shift] consists of receiving texts from people who are in crisis, using de-escalating techniques. I am required to handle a variety of challenging situations and conversations, ranging from suicidal natures, abuse, relationships, or simply being there to validate and listen. By supporting individuals during a difficult time, we can help them feel safe.”  

“This opportunity led me to get an understanding of how it is to support people that need it on a one-to-one basis and understand how best to help them get to a better state than where they started from,” reflects Ayca. Her experience demonstrates how pivotal the volunteers are in supporting people experiencing difficult situations. 

What were the biggest challenges? 

“It can be challenging to hear about all the painful and distressing situations that people are going through when we know they deserve so much better,” says Catarina. “Despite these challenges, it feels incredibly rewarding to help people and support them in any way that we can.” 

Volunteers are supported throughout their time by the team at Shout. “Sometimes, some conversations can be challenging, and it can lead to hesitation before helping another texter, but that is when all the training, resources, supervisors and support community come into play,” notes Anshika.  

Ayca considers the depth of challenges that come with volunteering for Shout, mentioning the "feeling of not being able to smoothly support the texter as some want help but may not be ready to take it yet.” 

Why would you recommend this role to other City students? 

Catarina looks back on her volunteering as a way to gain relevant experience. “I have learned techniques and skills for communicating with vulnerable individuals during sensitive times, as well as the steps involved in de-escalating a difficult situation. I have also become more familiar with mental health overall, which is contributing to my career experience.” 

“The Shout community and supervisors are excellent at ensuring the wellbeing of volunteers by checking in after difficult conversations, providing feedback and supporting us when replying to texters,” she continues. “I would highly recommend this volunteering to other students as I have gained valuable and practical experience which I couldn’t have otherwise obtained.” 

Ayca echoed these sentiments in her thoughts. She shares, “I would strongly encourage City students to volunteer and gain the relevant experience needed as it gives insights into what their job will require. It can help you stand out among others and put you a step closer to a desired career path.”  

Anshika highlights the power of volunteering in personal development and learning interpersonal skills. “Volunteering has led to me not only being self-aware, but I’m also more empathetic of those around me, never being quick to judge, because you never know what someone might be going through. I have gained an abundance of soft skills, learned new knowledge, become part of a wonderful community, but most importantly I have experienced that there is nothing more gratifying than being the reason why someone feels safe and calm. 

It’s hard to believe, but you can save a life from the comfort of your home, and that is the biggest reward you could ever get.” 

If that sentence hasn’t motivated you to get involved, we’re not sure what else will! 

If these stories have inspired you to volunteer, visit the City Volunteering website and find your perfect volunteering role (including the Shout texter role).