Part 1:JOB PROFILE

DEPARTMENT:Operations & Service Support

JOB TITLE:Caller Support Officer

LAST UPDATED:June 2015

  1. MAIN PURPOSE OF JOB

To provide expert advice, guidance and support to specialist/senior volunteers and staff, in the management and use of Samaritans’ Caller Support policies and procedures.

To advise colleagues and volunteers on Caller Support issues, and investigate misuse of the Samaritans’ service by callers.

To develop, implement, monitor and review policies, procedures and guidance in relation to the Caller Support aspect of service delivery, and promote and influence proactively to the highest standards.

  1. POSITION IN ORGANISATION

Reports into the Caller Support Manager

Provides expert guidance to, Volunteers and General Office staff

Liaises closely with the Functional Lead for Caller Support and Regional Caller Support Officers, Caller Support Deputies other senior volunteers

Liaises closely with staff colleagues from all functions

  1. SCOPE OF JOB

Communicates with callers involved in appeals/complaints or those who contact General Office

Takes action to help address misuse of the service

Liaises with external agencies, including law enforcement and court appointed agencies

To develop, coordinate and contribute to specific projects relating to Caller Support

Contributes to service improvements or cross-functional projects to ensure caller Support is fully represented.

4DIMENSIONS AND LIMITS OF AUTHORITY

The role has no line management responsibilities, except for occasional supervision of temporary workers.

There is no budget accountability

Will be involved in major projects

5QUALIFICATIONS

A level/diploma or equivalent professional qualification

6SKILLS, KNOWLEDGE AND EXPERIENCE

Knowledge and experience:

  • Demonstrable experience in devising, monitoring and managing support for people with complex emotional/mental health needs
  • An understanding the needs of a wide range of vulnerable callers
  • Managing contacts from individuals in distress or with complex emotional/mental health needs.
  • Managing complex and confrontational situations from a range of stakeholders
  • Proven ability to work independently
  • Experience in working with external agencies, including solicitors, the police and other court appointed agencies.
  • Experience in working on investigations in to service misuse
  • Experience of leading on projects
  • Experience with working with volunteers

Skills:

  • Excellent interpersonal skills
  • Able to build effective working relationships at all levels face to face, over the phone and by email
  • Excellent written and verbal communications skills and the ability to influence others
  • Excellent problem solving skills
  • Experience in analysing data
  • Excellent all round IT skills, especially Microsoft Office software packages
  • Ability to work autonomously, making clear judgements and enforcing decisions with minimal guidance and support
  • Effective escalation of issues where necessary
  • Experience of developing and implementing policies, procedures and guidelines

7PERSONAL ATTRIBUTES

  • Demonstrates empathy and understanding of Samaritans’ values
  • Maintains calm, level headed approach to stressful situations
  • To provide consistent and impartial ‘advice’ when challenged by internal and external stakeholders
  • The ability to prioritise a busy workload and to focus on the priorities.
  • Collaborative, flexible and resilient.
  • A customer-focused attitude and a desire to continuously improve the quality and relevance of their work
  • Willing and able to work some weekends (up to 4 per year) and to travel within the UK and ROI when required
  • Willing and able to participate in occasional out of office hours conference calls where necessary

Part 2:DUTIES & KEY RESPONSIBILITIES

AREA OF RESPONSIBILTIY

  • Provides expert support and guidance regarding Caller Support policies, procedures and best practice
  • Provides support, knowledge and guidance to Regional Caller Support Officer and Caller Support Deputies in relation to individual callers with complex needs
  • Responsible for the production and monitoring oforganisation wide Caller Support plans to ensure consistency of support
  • Supports the Caller Support Manager in ensuring that all Caller Support policies, procedures and guidelines are current and inline with the organisational strategy and legal requirements.
  • Provides guidance and support to branches involved in police investigations and enquiries and ensures appropriate internal staff are kept up to date
  • Provides support and guidance to RegionalCaller SupportOfficers withregional meetings ensuring they are organised effectively and correct Caller Support policies, procedures and guidelines are being communicated across the organisation
  • Assigns callers who contact Samaritans by Email and SMS in line with policy and procedures
  • Supports the Head of Planning and Governance in arranging an organisational response to subject access requests
  • Maintains Caller Support records to ensure files and spreadsheets are current, relevant and up to

date

  • Maintains Caller Support intranet sites for use by General Office staff and volunteers
  • Updates the Operations Manual as and when necessary

Talks to callers

  • Responds to callers who contact Samaritans’ via General Office
  • Communicates with callers with regards to misuse of service
  • Manages the caller supportprocess ensuring complaints and appeals for callers on Samaritansplans, restricted or barred callers are investigated appropriately and within time scales

Takes action to address misuse of the service

  • Investigates prolific and suspected inappropriate callers and takes action to resolve
  • Responsible for starting legal action against callers who continually misuse the service

Deals with external agencies

  • Co-ordinates Samaritans’ response to police investigations including gathering volunteer statements
  • Liaises with prison authorities, court employees and other appropriate authorities when required

Contributes to service improvements and cross-functional projects

  • Works with the Caller Support Manager, the Functional Lead and other teams to identify, develop, and implement service improvements
  • Supportscross-functional projects by providing advice and guidance on Caller Support issues as necessary

General Duties of a Samaritans’ Staff Member

  • Contribute to the effective and efficient running of the General Office as appropriate
  • Participate, as appropriate, in staff forums and meetings
  • Adhere to all Samaritans’ Policies and Procedures
  • Represent General Office appropriately across Samaritans and externally
  • Treat all colleagues, volunteers and members of the public with dignity and work within and adhere to Samaritans’ equal opportunities statement and polices.
  • Carry out any reasonable requests made that are within the broad remit of the role