Combatting chronic loneliness: Age UK volunteers in the spotlight

Age UK addresses chronic loneliness among older people in the UK through volunteer-led services such as its Telephone Friendship Service and 24-hour Silver Line Helpline, supported by Twilio Flex technology. The cloud-based platform allows volunteers to work remotely, contributing to a 242% increase in Silver Line volunteer applications since 2020, while consolidating telephone services and providing reliable call quality. Volunteers say the system helps them listen for safeguarding concerns, transfer callers facing emergencies to services including 111, 999, or Samaritans, and obtain live support from managers during difficult calls. By making weekly conversations dependable and secure, the service aims to build trust, reduce isolation, and foster meaningful relationships that can last for years.

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