I was a volunteer for three years, but that was over twenty-three years ago, I guess things have moved on in some ways, good and bad.
I found my time there very satisfying, I gave it up when our youngest daughter was born, and plan to return eventually, when circumstnces permit.
The ethos in my time was to avoid giving direct advice of the "If I were you I would ..." sort, but to help the caler explore their options and hopefully guide them towards reaching a solution - where possible - for themselves.
Volunteers, like Callers, come in all shapes and sizes, some utterly perfect of the role, others utterly useless, but such is the way with all voluntary services like this.
I found my time hugely satifying, but sometimes hard to cope with, and there are Callers to whom my thoughts stray when reminded, as now, wondering how they are and if they got past their crisis.
On balance, it is a wonderful organisation, and I am sorry for anyone who had a bad experience after contacting them - it is such a lottery, whom you get when you call or visit.