GPS Info & Referral Line Volunteer – Job Description

Guided Pathways – Support for Youth and Families (GPS) welcomes volunteers to help answer the Info & Referral phone line throughout the year. The Info & Referral Volunteer is responsible for screening callers to determine the most appropriate initial course of action given the callers needs and the available resources within the community. The Info & Referral Volunteer provides accurate information, education, support and referrals in a non-judgmental and respectful manner. The Info & Referral Volunteer must be able to build rapport with callers, elicit relevant information, effectively communicate via phone, gather and record data, accurately assess callers’
needs and appropriately motivate callers to follow through with referrals. If you ever wanted to be part of a dynamic and positive team, GPS is the place to volunteer!


The Info & Referral Line Volunteer should have experience in the following areas:

  • Ability to deal effectively with diverse clientele by telephone.
  • Excellent listening, communication and problem solving skills.
  • No necessary but welcomed, the ability or willingness to use multiple languages.
  • Ability to respond to callers with patience, objectivity and nonjudgmental attitude.
  • Ability to interview callers to obtain information, assess client needs and provide appropriate information and referrals.
  • Search multiple databases.
  • Appropriately support and motivate callers to follow through on referrals.
  • Gather and record information from callers.
  • Survey callers to ensure their needs have been met.
  • Perform administrative duties.
  • Other duties as assigned.

Volunteer Commitment:

  • Volunteers should bring a passion for working with families and youth affected by
  • emotional, mental and substance abuse issues.
  • Info & Referral Line Volunteer will be working during business hours Monday-
  • Friday.
  • A minimum of a 2 hour shift.
  • Flexible schedule available.


An Info & Referral Line Volunteer will work directly with the Office and Volunteer Coordinator and a Parent Partner.

All volunteers must fill out a GPS Volunteer Application and pass a background check prior to any duties.

There will be training to become familiar with the services and information that will be provide.

If you enjoy working in an environment with positive people, your volunteer time would only increase our ability to make a real difference in the community and in the lives of those we serve.