This post normally reports to:
Senior Information Officer
This post is directly responsible for managing:
None. But will provide support to Helpline Volunteers
Job Description last reviewed on:
8th June 2017
Hours of work:
35 hours Mon to Fri f/t
£20,000 per annum f/t
1. CONTEXT AND PURPOSE OF JOB:
1.1 To provide a telephone advice and support service, assisting callers to explore the options available to them regarding elder abuse, and taking action with their agreement and on their behalf in accordance with organisational policies.
1.2. To make safeguarding referrals in line with operational policy, and liaise on behalf of callers who request or require such support, pursuing conclusions that are satisfactory to the caller.
1.3 To notify the Helpline Coordinator or a member of management of any circumstances in which there may be immediate risk to a caller and to take action as required.
1.4 To update and add to the Helpline electronic knowledge base.
1.5 To assist with the collection of information for monitoring and evaluation purpose.
2. MAJOR DUTIES AND RESPONSIBILITIES:
2.1 FINANCIAL RESPONSIBILITY:
3.1.1 To work within authorised spending and purchasing limits.
2.2.1 To answer helpline calls, email and website contacts, providing appropriate information, advice and support to callers, and to write appropriate and accurate responses to written enquiries from service users within agreed timescales. To assist in maintaining Helpline records both on paper and within computerised systems.
2.2.2 To provide practical and emotional support to callers, assessing the nature of each call and responding in an empathetic and supportive manner, ensuring callers receive advice and support which is appropriate to their needs in a non-judgemental manner and which clearly identifies realistic and achievable options.
2.2.3 To explain safeguarding approaches to callers in a way that they can best understand, respecting their needs to receive as correct and as full information or advice as they are able to do, providing them with emotional support, and treating them with dignity and respect regardless of the approach taken by them;
2.2.4 To make safeguarding referrals and liaise on behalf of callers who request or require such support, pursuing conclusions that are satisfactory to the caller. To notify the Helpline Coordinator or a member of management of any circumstances in which there may be immediate risk to a caller and to take action as authorised.
2.2.5 As part of providing support, to identify callers who may be willing to speak to the media, bringing these to the attention of the Helpline Coordinator, and to seek contact details from callers when possible to enable call-back to ascertain outcomes. To undertake follow up contact on a pre-programmed basis
2.2.5 To identify own needs for support, including emotional support, and use support services as needed. To attend and participate in training events as required.
2.2.6 To ensure Helpline section, desks and information is ready for operation at the commencement of shifts, and to provide support to volunteers where required.
3 HUMAN RESOURCES:
3.1.1 In the absence of the Helpline Coordinator, to ensure Helpline volunteers are supported in line with organisational policy, including regular breaks during shifts, the provision of advice and information, and regular de-briefing at the conclusion of shifts;
3.1.2 To organise additional tasks for volunteers where appropriate.
4.1.1 To undertake administrative support to the General Office as required;
4.1.2 To travel as required;
5.1.1 To assist in maintaining information resources, including briefing packs to be issued to callers. To inform the Helpline Coordinator of new information requirements.
5.1.2 To assist office staff with the issuing of promotional material on conferences, seminars, fundraising, and the helpline and other services, as required, and assisting with the packaging and mailout of product and other orders received by the charity.
5.1.3 To undertake research through telephone and internet to identify statutory, voluntary or other agencies or individuals who could receive information to publicise the helpline and other charity services, notifying the Coordinator of such gaps or opportunities, and supplying information.