Volunteer Spotlight: Helpline Responder Marie
Behind every person who reaches out to The Cyber Helpline is a dedicated team of volunteers giving their time, skills, and compassion to help people affected by cyber crime and online harm.
As part of Volunteer Week, we're shining a spotlight on some of the incredible people who keep The Cyber Helpline running. In this interview, we speak to one of our helpline volunteers Marie. Marie balances a full-time career in cyber security and works for our helpline. Marie shares what motivated her to volunteer, the impact she’s seen firsthand, and the skills she’s picked up along the way.
Can you tell us a bit about yourself outside of volunteering?
I work full time in cyber security, focusing on raising colleagues’ awareness of emerging threats and how to stay safe. Outside of work, I’m very active and enjoy running, walking, cold water swimming, the gym, and paddleboarding.
How did you first hear about The Cyber Helpline and what inspired you to start volunteering with us?
I was looking for a volunteer role that matched my skill set and came across The Cyber Helpline - thankfully.
Why do you think services like ours are important?
People experiencing online harm often have limited places to turn, and these issues can be dismissed. The Cyber Helpline provides essential support during what can be a very distressing time.
What role do you volunteer as and what does this involve day-to-day?
I volunteer on the helpline supporting users who report cyber issues. This involves managing tickets, communicating via email or phone, and providing clear, practical guidance and next steps.
What surprised you most when you started?
How little support exists for victims of cyber crime, despite how common it is.
What skills have you developed since joining?
Listening skills, I’ve learned that feeling heard is often just as important as receiving advice.
How do you balance volunteering with other commitments?
I break my volunteering into short, manageable sessions throughout the week alongside work and personal commitments.
Can you share a time you felt you really made a difference?
I supported a parent whose child was being harassed online and initially dismissed by police. By encouraging them to persist and gather evidence, the case was taken seriously and the suspect was arrested. They later thanked me, saying they finally felt heard.
What keeps you motivated to continue volunteering
Knowing I’m helping people during difficult moments.
How has volunteering impacted you personally?
It has strengthened my listening skills, making me a better colleague and friend.
What would you say to someone who feels unsure about volunteering?
If you have the time and energy, it’s incredibly rewarding to support people in need.
Three words to describe your volunteering experience?
Rewarding
Challenging (at times)
Passion