Telephone Services Wellbeing Officer
A key part of independent Ages' friendship service is to provide support to older people through volunteers; both face to face and by telephone. They deliver regular visits or telephone calls to reduce loneliness and improve wellbeing.
This post will provide effective and efficient support, mainly by telephone, to ensure telephone friendship services are delivered to agreed targets and milestones with a particular focus to reduce loneliness and enable social connections. The post holder will work directly with telephone volunteers and service users and with the network based face to face delivery team.
The post-holder will work within a small team of staff supporting telephone friendship services and other wellbeing services.
The main duties are as follows:
- Provide support actions aligned to a range of friendship services as required including telephone based 1-2-1 befriending, book clubs, discussion groups, online groups and other services as required
- Co-ordinate service activity from volunteers and staff to ensure effective service delivery as required
- Assess the needs of older people needing friendship services by telephone to measure service requirements
- Work effectively with high volume numbers of volunteers and older people we support
- Support the process for recruitment, support and retention of volunteers
- Ensure all service delivery meets agreed Quality and Organisational standards including responding appropriately to safeguarding issues as required
- Support robust monitoring and evaluation including impact measures
- Enter, update and maintain data to a high level of accuracy and with good attention to detail on a CRM database
- Produce reports on progress and data as required
- Respond to enquiries as required in a timely and courteous manner and manage multiple email inbox
- Support the delivery of innovation, pilot and partnership activity to further the strategic aims of Independent Age as required
- Attend team meetings and training as required at Head Office and other locations