Stories
Volunteer Stories: DiAL Doncaster - A Day in the Life of Katherine
DiAL Doncaster is a charity which provides information, advice and support to people with any disability and those with ill health. DiAL also provides a service for families, carers and friends of disabled people and for professionals working within healthcare.
A Day in the Life of Katherine
Katherine began volunteering with DiAL just over a year ago when her children went to school full time. Paid employment is not an option for her at the moment, because, In addition to being a busy mum, Katherine attends hospital three times each week for dialysis treatment. As someone who has been helped by DiAL in the past, Katherine places a high value on what the organisation offers to people affected by disability and volunteering with them seemed like the right way to show her support. After volunteering in DiAL’s shop at Armthorpe, and getting involved with the schools outreach team, Katherine decided that becoming a helpline volunteer would be the best way to use her administrative skills. Helpline volunteers take calls from members of the public who need advice, information or help on a range of issues around disability. The work is unpredictable and varied and this is how Katherine describes a typical day.
9.30am - I arrive at the office straight from doing the school run, I want to do a bit of admin and catch up with the other volunteers and staff before the helpline opens. We tend to be really busy first thing in the morning because this is when most people get their post, they get a letter, from the Benefits Agency for example, and ring us up for advice and support. People are often in a panic, and need reassurance more than anything, so it’s important that I am fully prepared and ready to take their calls.
10.30am – call from a lady who is very concerned about a letter she’s just got from the Benefits Agency chasing an application form for Disability Living Allowance. The form needs to be completed and returned within a specific period of time and she is worried about meeting the deadline. The caller explains that she has an autistic son, and was previously refused Disability Living Allowance to help with his care. His condition has deteriorated quite seriously, so a couple of weeks ago, she asked DIAL to help her to complete the form this time to try and avoid another refusal. She is waiting for an appointment with one of our benefits caseworkers, and the letter from the benefits agency has thrown her into a bit of a panic.
When someone rings in for help with applications, we arrange an appointment with a caseworker, who will either visit the person at home, meet them at an outreach session or arrange to see them here. Appointments are usually allocated in date order, and after checking on the system, I am able to reassure the lady that someone will be contacting her in the next couple of days to arrange an appointment within the next week. I assure her that the form will be sent back on time, and just to put her mind at rest, tell her that if she contacts the Benefits Agency and tells them what is happening, this will be enough to satisfy them. Eventually the lady calms down, and I realise that I have been on the phone with her for nearly an hour.
11.30am – The next call is from a lady wanting information on local social clubs. She’s feeling lonely and cut off. During the conversation, she asks about becoming a DIAL volunteer, so Katherine agrees to send her a volunteering information pack along with a fact sheet about local social clubs and societies. DIAL have over 70 free information sheets on topics ranging from social clubs, days out, access information, the blue badge scheme, and adaptations. These information sheets are downloadable from the DIAL website at www.dialdoncaster.co.uk
12.15pm – Gentleman rings in to say that he has been awarded carers allowance, backdated for 8 weeks and thanks us for helping him to fill out the forms. This is a good result and I promise to pass this information on to the rest of the team.
1.00pm - After taking half an hour for lunch, I take a call from a gentleman who tells me that his mum is getting bad on her feet, he is thinking about getting her a mobility scooter and asks if we can give him some advice as he is wary of contacting suppliers and getting the hard sell. Although we are not allowed to recommend specific products and supplies, we can send out one of our fact sheets which explains how to make an informed choice.
1.30pm - Call from a lady recently diagnosed with Multiple Sclerosis, she wants to know about the kind of benefits and financial help she will be entitled to. I tell her about our outreach service, and make an appointment for her to get a benefits check.
2.00pm Enquiry from a gentleman who needs a wheelchair for his wife, they don’t go out much at home but they have booked a holiday and he has realised that they will need one for that. I tell him about our wheelchair hire scheme and he agrees to come in for a look.
2.30pm Call from a woman who we helped apply for a Blue Badge, she wants to use our photography service which is for people unable to use kiosks and booths, people use it for passports, bus passes and the blue badge scheme.
3.00pm Finish up for the day, make sure all calls are properly logged and actioned, information ready for posting out and hand over anything urgent whilst I wait for my medicar to come and take me for dialysis.
9.00pm Arrive home and go in to see my 7 year old twins who are already in bed and waiting for me to read them their story I’m feeling tired but this is the best bit of the day.
To contact DiAL Doncaster, call 01302 327800 or visit their website at www.dialdoncaster.co.uk.
Click here if you would like to to find out more about volunteering.
