Supporter Engagement Volunteer (Phone Calls)

Why volunteer with the Epilepsy Foundation? • You’ll have fun. • Meet new people. • Help and mentor others. • Support people and families impacted by Epilepsy

Purpose of the Role

We are seeking a friendly and organised volunteer to help strengthen our relationship with supporters by making friendly, non-fundraising phone calls to thank donors throughout the year and welcome participants and donors involved in the Walk for Epilepsy campaign. This role plays an important part in ensuring supporters feel valued, connected to the cause, and appreciated for their contribution to improving the lives of people living with epilepsy.

Key Responsibilities

• Make outbound phone calls to thank donors for their support of the Epilepsy Foundation. • Make welcome calls to newly registered participants in the Walk for Epilepsy campaign. • Contact Walk for Epilepsy donors to thank them for supporting participants and the campaign. • Use provided call guides and key messages while maintaining a warm, genuine, and conversational approach. • Answer basic questions about the Foundation and the Walk for Epilepsy campaign using approved information. • Record call outcomes and any relevant feedback in the designated system or tracking sheet. • Identify and escalate supporter questions, concerns, complaints, or requests requiring staff follow-up. • Maintain confidentiality and comply with organisational privacy policies and procedures. What the Volunteer Will Not Do • Ask for donations or conduct fundraising solicitations. • Provide medical, legal, or financial advice. • Handle payment information or process donations. • Respond to complex enquiries without support from Foundation staff.

Skills and Attributes

• Friendly, confident, and professional telephone manner. • Strong communication and active listening skills. • Empathy and sensitivity when speaking with people affected by epilepsy. • Reliable, organised, and comfortable following processes and scripts. • Basic computer skills for recording call outcomes. • Ability to maintain confidentiality and respect supporter privacy.

Time Commitment

• Flexible volunteer opportunity. • Typical shifts of 2–4 hours (1 – 2 days per week) • Opportunities available throughout the year, with increased activity during key fundraising campaigns such as Walk for Epilepsy.

Training and Support

Volunteers will receive:

• An induction to the Epilepsy Foundation and its mission. • Training on phone engagement, supporter stewardship, privacy requirements, and escalation procedures. • Call scripts, FAQs, and supporting resources. • Ongoing guidance and support from a designated staff member. Requirements • Commitment to representing the Epilepsy Foundation professionally and respectfully. • Ability to make phone calls independently and accurately record outcomes. • Compliance with relevant organisational policies and procedures.

Impact of the Role

Supporters consistently tell us that a simple thank-you call makes them feel recognised and valued. By volunteering in this role, you will help build lasting relationships with donors and participants, strengthen supporter engagement, and contribute to the success of the Epilepsy Foundation's programs and fundraising initiatives.

What’s next?

•     Apply here and let us know you’re interested

•     We’ll call you and go through the next steps

•     Come and meet the team and ask a few questions

•     Complete an Induction program

We would love you to join us.