LGBTI+ Telefriending Service

A Telefriending Coordinator receives referrals (self-referred or via services) through the LGBT Ireland website and conducts an initial phone assessment with each prospective service user, completing a wellbeing questionnaire. Once matched, a trained, Garda-vetted LGBTI+ volunteer calls the service user at an agreed time each week for a friendly, supportive conversation. The Coordinator monitors matches through Salesforce, checks in at six weeks, and conducts wellbeing reviews at six months and annually to ensure the match is working well for both parties.

What it sets out to do

To reduce loneliness and social isolation among LGBTI+ people aged 50 and over in Ireland by connecting them with trained, Garda-vetted LGBTI+ volunteers for regular, supportive weekly phone calls.

Who it reaches

Ireland

Who runs it

LGBT Ireland

What seems to make it work

Shared identity – Volunteers identify as LGBTI+, creating immediate trust and reducing the need to explain or justify lived experience

Consistency – Weekly calls at an agreed time provide reliable, predictable human contact

Careful matching – The coordinator works to pair service users with a compatible volunteer, with re-matching if needed

Trained & vetted volunteers – Garda vetting and telefriending-specific training ensures safety and quality

Ongoing oversight – Regular coordinator check-ins, wellbeing reviews, and Salesforce tracking mean issues are caught early

Low barrier to access – Self-referral via a simple online form makes it easy to join without needing a professional referral

Mutual connection – Framed as a two-way relationship, not just a support service, which reduces stigma for service users

What gets in the way

Raising awareness of the service among the target population has been an ongoing challenge, as older LGBTI+ people are not always visible within existing community networks or easily reached through digital channels. Many potential service users are also uncertain whether the service is intended for them, either because they don't identify strongly with the "lonely or isolated" framing, or because they are unsure whether their level of need is sufficient to warrant joining. Encouraging people to self-refer can be difficult when the very isolation the service addresses also limits exposure to information about it.

How it is funded

LGBT Ireland

Moving it somewhere else

This model could be replicated in other countries, but a few conditions would be essential. The service should be embedded within an existing LGBTQ+ organisation rather than built as a standalone programme. The trust, infrastructure, and community credibility that comes with an established organisation are difficult to replicate from scratch. Co-designing with experts in befriending and older persons' services is also critical; LGBT Ireland consulted with the Samaritans and ALONE during the development of Telefriending, and their expertise in volunteer management, safeguarding, and service user wellbeing shaped the model significantly. A robust volunteer training pathway is equally important, Telefriending volunteers received LGBT Ireland's full Helpline training in addition to dedicated Telefriending-specific training, meaning they were equipped to handle emotionally sensitive conversations, not just friendly chat. Adapting to local context would also require consideration of relevant vetting and data protection frameworks, the availability of a volunteer base within the LGBTQ+ community, and culturally appropriate approaches to addressing isolation and loneliness, particularly in countries where LGBTQ+ people may face greater stigma or legal risk.