Volunteers undergo a specially-designed training programme supported by Samaritans and the Health Service Executive and receive ongoing regional and national training updates and refresher days. These provide a discussion and policy forum, offer a chance to meet and network, and receive support from the national office.

Training is held over three days. The modular training programme includes listening skills, helping callers explore options, while offering information which is helpful and appropriate. Each call centre has an information/reference manual with addresses and contacts which may be relevant to callers.  Other modules cover awareness in Elder Abuse, Bereavement and Suicide prevention.

Volunteers also learn about self-care, mutual support and stress management so that they are able to maintain a caring if objective stance to the calls received.

In addition, ‘People Who Need People’, the volunteer magazine is posted to the home address of each volunteer. It provides Senior Help Line news, comment and support, information about older issues in Ireland, as well as helpful references and contacts.