When the pandemic hit in 2020 QSA’s Down to Earth service was hit with a double-whammy. The large spike in the country’s death rate, and reduction in many people’s incomes, meant that referral rates to the only UK-wide funeral costs support service rose considerably.
QSA quickly recognised that the small team was inundated and sought the help of volunteers to develop a triage system for referrals. This system, and the wonderful volunteers who dedicated their time to it, proved invaluable in enabling the service’s caseworkers to support the increased number of bereaved people. When referral rates maintained a consistently high level in 2023, QSA decided to develop and structure the system further.
Down to Earth are delighted to have recruited and trained six volunteers since October 2023. Each has attended a half-day training session specific to the helpline volunteer role, and are invited to join other learning opportunities as they arise throughout the year. Down to Earth’s volunteers have, so far, committed over 140 hours to Down to Earth, often being the first member of the team a client will speak to.
It’s hard to put into words how much of a support volunteers have been to Down to Earth. The most tangible impact they have had is the reduction in the time people have to wait for a call from the service, but that’s not all… being that first point of contact for the service means being the first to listen to the full extent of a bereaved person’s situation, not just the impact of a death, but the additional financial worries too.
The breadth of experience and skills our volunteers bring to the role, and their commitment to the service, ensures clients are treated with empathy, kindness, understanding and a listening ear. In turn, this enables the team to provide tailored support to each client with the hope of helping them to find the best solutions for them, including reducing funeral costs and raising money towards them.
The contribution that the volunteers make to the service is considerable, and their continued support and dedication is valued by us all in Down to Earth, and QSA as a whole.