Volunteer Policy for International Volunteers – Makshivim Hotline

1. Introduction and Purpose

This policy aims to regulate the activity of international volunteers operating within Makshivim’s emotional support hotline, which currently operates in Israel, South America, North America, and Europe. Its purpose is to ensure the delivery of high-quality, consistent, and ethical emotional support to every caller, while maintaining professional and regulatory standards appropriate to each region.

This policy applies to all volunteers participating in the hotline’s activities, regardless of their professional background or geographic location.

2. Volunteer Categories and Admission Criteria

The organization accepts three main categories of volunteers:

2.1 Licensed Mental Health Professionals

Psychologists, clinical social workers, psychotherapists, licensed counselors, and other certified mental health professionals recognized in their country of practice.
A valid professional license or official certification from a recognized institution must be provided. These volunteers may also take part in more complex roles, depending on their background and experience.

2.2 Students in Mental Health Fields

Students of psychology, social work, counseling, or other therapeutic fields, who can present official proof of academic enrollment.
They will primarily be assigned to provide emotional support and active listening, under close supervision.

2.3 Community Volunteers

Individuals with strong listening and interpersonal skills, and relevant experience working with people, who do not have formal therapeutic training.
Their proportion will not exceed 10% of the total volunteer base. They will be accepted after an interview and upon commitment to completing the full required training.

3. Training and Mentoring

3.1 Basic Training

All volunteers are required to complete online training adapted to their background:

• Volunteers without a professional license (students and community volunteers) must complete a five-session online training program.
  Each session will last approximately 90 minutes and will cover the following topics:

  • Principles of active listening

  • The role of the hotline and what it does not cover

  • Structure of an emotional support conversation: opening, listening, responding, closing

  • Identifying risk situations and handling emergencies

  • Ethics, confidentiality, and professional boundaries

Full participation in all sessions is a prerequisite for joining the hotline.

• Licensed professionals (psychologists, clinical social workers, psychotherapists, licensed counselors, etc.) will participate in one condensed 90-minute online session (via Zoom).
  This session will focus on familiarizing them with the platform, operational protocols, procedures, and clarifying role boundaries within the volunteering framework.

3.2 Mentoring

After completing the training, each volunteer will be assigned to their first shifts alongside an experienced volunteer or a professional staff member.
This mentoring period allows them to gain practical experience while receiving real-time support and feedback.

3.3 Ongoing Supervision

All volunteers will participate in a monthly one-hour group supervision session held online.
These sessions will focus on case discussions, professional dilemmas, real-life experiences, and improving emotional support skills.

4. Professional and Cultural Differences Across Regions

4.1 North America

The United States and Canada have strict regulations regarding therapeutic practice. Licensed professionals will be required to provide proof of their license. Volunteers without formal therapeutic training will sign a clear disclaimer stating that the service provided is emotional support only and does not constitute psychotherapy.

4.2 Europe

Professional qualifications vary significantly between European countries. Each volunteer will be asked to specify their exact professional background, and their role will be assigned accordingly. It will be emphasized that the hotline provides supportive emotional care only, not therapy.

4.3 South America

Many volunteers in South America come from general therapeutic or community backgrounds. Training sessions will be conducted in the local language and adapted culturally, ensuring that every volunteer fully understands their role and its boundaries.

5. Ethics, Confidentiality, and Professional Boundaries

5.1 Confidentiality

Volunteers commit to maintaining full confidentiality regarding any information shared with them during their activity, except in cases where mandatory reporting is required by law or organizational procedures (e.g., imminent danger to life).

5.2 Professional Boundaries

Volunteers commit to operating strictly within their defined roles. They must not provide psychological or medical treatment, initiate personal relationships with callers outside the scope of the activity, or offer professional advice beyond their responsibility.

5.3 Referral to Professional Staff

In complex or high-risk cases, volunteers are required to follow the hotline’s referral protocols and escalate the case to the appropriate professional team within the organization.

6. Mutual Commitment

Makshivim commits to providing volunteers with professional guidance, support, and supervision throughout their service.
Volunteers commit to actively participating in training and supervision, adhering to the organization’s standards, and upholding Makshivim’s values and mission.

7. General Provisions

Failure to comply with this policy may result in termination of volunteer service.
The policy is updated periodically in response to legal, professional, and organizational developments.
Each volunteer will be required to sign a declaration confirming that they have read, understood, and agreed to comply with this policy.