Charitable Services: Volunteer Triage Training 2026

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Internal eLearning | 15 minutes

Thank you for choosing to volunteer with the Lighthouse Charity and support people in construction who may be going through a difficult time – emotionally, physically or financially.

Starting a new volunteer role can feel daunting, and you may be unsure about what to say or what is expected of you. This training is here to help you feel prepared.

Crop anonymous male employee browsing internet on cellphone while sitting with netbook on staircase in city

This course will you to:

Know what you are responsible for when someone contacts the Lighthouse, and where your role stops.

Follow a clear process to welcome the caller, listen to what is happening and understand what they need.

Use clear, calm and human language so the person feels heard and supported, without giving advice or making promises.

Use a small number of focused questions to decide whether a call is Red, Amber or Green. If you are unsure, use the higher level of risk.

Explain the next step clearly, record the important information and make sure the call is passed on correctly.

Know what to say, what to avoid and when something needs to be handed over rather than dealt with yourself.

Course Content

Volunteer Training: Triage eLearning