Contact Community Services is Syracuse-area non-profit agency dedicated to supporting the social, emotional, behavioral and mental health of our community.
VOLUNTEER OVERVIEW
Make a meaningful difference—one call at a time.
Since 1971, volunteers have been the heart of Contact Community Services. What began as a 24-hour crisis hotline staffed entirely by volunteers has grown into a robust network of support for the Central New York community. Today, more than 25 dedicated volunteers support our TeleCare and Contact Hotline programs—offering comfort, connection, and hope to those who need it most.
Volunteer shifts are available 365 days a year in the following time blocks:
7:00 AM–11:00 AM
11:00 AM–3:00 PM
3:00 PM–7:00 PM
7:00 PM–10:00 PM
All training and volunteer work take place in-person at our East Syracuse office.
Our volunteers—ranging in age from 18 to 80+—bring a rich diversity of lived experiences that strengthen the care we provide. What unites them all is a shared commitment to helping others feel heard, valued, and less alone.
Whether you're looking to give back, build skills, or connect with your community, we welcome you to explore how you can get involved.
VOLUNTEER FUNCTIONS AND REQUIREMENTS
Volunteering at Contact is both impactful and fulfilling—but it also requires a sincere commitment, professionalism, and respect for the vulnerable individuals we serve.
Volunteers are expected to:
- Provide emotional support to callers/clients using active listening and empathy
- Maintain strict confidentiality regarding callers/clients and fellow volunteers
- Attend and complete all required training sessions
- Participate in continuing education opportunities as available
To be successful in this role, volunteers must:
- Be 17 years or older for TeleCare; 18 years or older for Contact Hotline
- Demonstrate reliability and a sincere desire to help others
- Show compassion for people facing mental health or life challenges
- Be comfortable using a computer and telephone in a fast-paced environment
- Complete background check and submit references upon request
- Successfully complete all components of the required training
- Commit to a minimum of:
- Three 4-hour shifts per month for the first six months
- Two 4-hour shifts per month thereafter
- Attend two advanced training sessions per year
- Commit to at least 12 months of volunteer service
MAINTAINING HEALTHY ROLES AND BOUNDARIES
Maintaining professional boundaries is vital to building trust and ensuring ethical, supportive interactions with clients. Boundaries protect both the volunteer and the client and are essential to the integrity of our services.
Key Aspects of Healthy Boundaries
Staying Within Scope
Calls are brief and supportive—not clinical. Volunteers provide emotional check-ins, reminders, and social connection, but do not offer medical advice or therapy.
Respecting Confidentiality
Volunteers must safeguard all personal client information, sharing only with appropriate staff when necessary.
Empowering, Not Enabling
Volunteers support client independence and wellness. We foster connection—not dependency.
Staying Professional
While warm and empathetic, interactions remain professional. Personal contact info is not shared, and relationships are not continued outside of the program.
By upholding these standards, volunteers help ensure every interaction is meaningful, compassionate, and ethically grounded.
VOLUNTEER OPPORTUNITY - REASSURANCE SPECIALIST
TeleCare is a free telephone reassurance program that supports isolated or vulnerable individuals through brief, scheduled calls. TeleCare volunteers, known as Reassurance Specialists, provide:
- Medication reminders
- Welfare checks
- Friendly conversation and emotional support
Reassurance Specialist Training
This interactive training is roughly 4 hours and includes orientation, sample calls, and practice using our phone and documentation systems.
Support
Staff are always present to offer coaching, answer questions, and ensure volunteers feel confident in their role.
Growth Path
After completing six months of successful service with TeleCare, volunteers may become eligible for cross-training on the Contact Hotline. This next step allows volunteers to expand their skills, deepen their impact, and support a broader range of callers—many of whom are navigating more complex emotional or mental health challenges.