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Date updated: October 25, 2021

Information and Referral Services Peer Support Volunteer
Job Description


To provide seniors, families, and those working with or concerned about seniors with information about available services, programs  and resources; assist seniors in accessing needed services, and support them through the process.


  • Greet and assist visitors/walk-ins
  • Answer the phone and direct calls appropriately
  • Offer a listening ear to callers to on the Information Line
  • Answer email inquiries
  • Provide information about available services and resources as appropriate from own knowledge and from SeniorsNL resource material and iCarol (our database) system
  • Explore options with callers and encourage them to set goals and select a plan of action
  • Assist the senior to access services and make referrals if the senior requests
  • Make follow-up calls to ensure needed service or assistance has been obtained – if not, review options
  • Enter call information into iCarol – recording details of the request, the information provided, and action taken
  • Research information (via the internet or by making phone calls) for the Resource Files
  • Consult with the Director, Information and Referral on a regular basis when problems arise and in all cases of elder abuse
  • Adhere to the policies of SeniorsNL on matters of confidentiality and protocol

What It Means To Be a Peer Support Volunteer – Defining Your Role & Shared Expectations


  • An older adult interested in helping seniors
  • Good listening and communication skills
  • Able to deal tactfully and effectively with the public
  • Willing to learn about community resources and services
  • Willing to attend a training program
  • Comfortable using a computer and willing to learn our database system

Time Commitment:

  • Attend required orientation and training components
  • A minimum of one four-hour shift per week
  • Attend regular Peer Support Volunteer meetings of approximately 11/2-2 hours per month (except July & August)

Responsible to:

Director, Information & Referral Services

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