Woman with audio headset

Helpline

Woman with audio headset

The role

Our helpline officers come from a range of backgrounds and experience. Several of our helpline officers started off as volunteers, before transitioning to a helpline officers. Others have been working with MYH for over two years. They have backgrounds that include psychology, coaching psychology, and education.

Our helpline officers undergo training before starting on the helpline, and answer many enquiries a day while utilising skills like active listening and emotional support. One of our officers says, “I have been working as a Helpline Officer, providing emotional support to service users, listening without judgement, building trust and encouraging an open, honest dialogue.”

Reasons for Joining

There are many reasons for joining an organisation like MYH. Our helpline officers have joined for reasons like supporting the Muslim community, aiding with mental health access to marginalized groups, and being able to use their skills to help people in need.

Our helpline officers have said: “To be able to work with Muslim youths, who are often regarded as a stigmatized and disfranchised part of society, has been an honor. It can often be a really confusing time for many of these young people, who identify themselves as having blended identities, and are being met with barriers when trying to access mainstream services. Therefore, I felt passionately about wanting to join an organization that has been making a difference to so many lives during the last two decades.”

Favourite Part of the Job

While working on the helpline can be quite demanding at times, we are happy that our helpline officers are still able to enjoy their jobs! Our helpline officers have been able to gain satisfaction from helping someone who initially accesses our helpline in a distressed state, and are in a better state by the end of the interaction. They are happy to help relieve some stress our callers are going through.

Our helpline officers have said: “It’s very satisfying when you are able to see a person shift from being quite distressed at the beginning of a call/webchat to being calmer and generally in a better headspace. Being a part of helping to relieve some of the stress and distress a person is going through is very rewarding. I feel blessed to be part of that.” “Often, many people feel vulnerable and isolated, as their agency has been taken away. Therefore, it can feel very rewarding to help empower service users, providing them with dignity and respect to make their own informed choices in life. It also feels really meaningful when you realise that you might be the only person that they can confide in, helping to alleviate a little part of their loneliness at that moment in time.”