Helpline Volunteer - Role Description

HELPLINE VOLUNTEER - ROLE DESCRIPTION

Action on Elder Abuse Cymru is looking for enthusiastic and committed volunteers to work as operators for the Action on Elder Abuse helpline. Our helpline has been operating since 1997 and provides advice and emotional support to thousands of callers each year. Following Big Lottery funding we are maximising our support for older victims in Wales by ensuring that our helpline is more accessible and provides a bilingual service.

We are looking for volunteers from across Wales to provide support to victims of abuse, their families and friends, and professionals. You will need to have excellent communication skills and be able to work independently as the role is homebased. You will receive training, support and supervision. We ask for a commitment of a minimum of two hours per week.

Role title / Helpline volunteer
Location of positon / This is a home based opportunity
Responsible to / Director
Support from / Director
Time commitment / Minimum of 2 hours per week, at any time to suit you between Monday-Friday 9am to 5pm.
Skills and qualifications / We need someone who is:

organised and motivated

has an understanding and interest in the needs of older people

a friendly, professional and welcoming manner
good oral and written communication skills
sufficient computer skills to undertake IT tasks in order to send e-mails, update records, use the internet, and input data
attention to detail in administrative tasks

Training and support / Induction training will be provided and ongoing support is available
Expenses / Out of pocket expenses will be reimbursed with prior agreement from the Director
Benefits to the volunteer / This opportunity will allow volunteers to use and develop their skills. Our volunteers will join an exciting and dynamic new organisation and help us to work towards a safer community for all adults in Wales

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 assist with the collection of information for monitoring and evaluation purpose.

2. MAJOR DUTIES AND RESPONSIBILITIES:

2.1 HELPLINE

2.1.1To 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.

2.1.2To 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.

2.1.3 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.

2.1.4 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.

2.1.5 When appropriate 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

2.1.6 To identify own needs for support, including emotional support, and use support services as needed. To attend and participate in training events as required.

3.INFORMATION

3.1.1To assist in maintaining information resources, including briefing packs to be issued to callers. To inform the Helpline Coordinator of new information requirements.

3.1.2 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.

Further information:

For further information about this new volunteering opportunity, please contact Rachael Nicholson, director on 07496 663817

If you’d like to apply for this position, please complete the application form and return to:

Email:

Volunteer Recruitment

Action on Elder Abuse Cymru

PO Box 4388

Cardiff

CF14 8LN