Helpline Coordinator

6 days ago

London, United Kingdom Grief Encounter Full time

**ABOUT US**

Grief Encounter was set up in December 2003 to ensure that bereaved children and their families receive the best possible support following the death of a significant other. We deliver both local and national bereavement services and have quickly grown to become one of the UK’s leading bereavement charities.

**JOB TITLE**:Helpline Coordinator

**LOCATION**: Home working and from Head Office in Mill Hill, NW7

**RESPONSIBLE TO**: Helpline Manager

**RESPONSIBLE FOR**: Grief Talk Advisors (Peer-Support Basis in Agreement with Helpline Manager)

**HOURS**:18hrs p/w - inclusive of 2 evening shifts (finishing at 9pm).

**SALARY**:£15,444 per annum (£16.50 p/h paid gross) for 18 hours worked per week. _Full time equivalent: £34,320 per annum._

**JOB PURPOSE**:
**KEY RESPONSIBILITIES AND DUTIES**:

- Promoting a positive working environment by providing less experienced staff members, volunteers and new inductees with emotional and listening-based peer-support following challenging calls
- Resources: Maintaining inventory and distribution of Grief Encounter resources and information packs
- To ensure the collection, collation, interpretation and distribution of accurate data so that helpline activities can be analysed and interpreted for the purposes of funding validation, reporting and service improvement **(training will be provided for relevant systems/processes)**
- To promote and represent Grief Encounter at relevant events and meetings, as agreed with the Senior Management Team
- To work within Grief Encounter’s management and supervision policies to provide effective support and guidance to other helpline staff and volunteers alike
- To provide guidance to external professionals who access the helpline in order to answer queries with an emphasis on providing signposting support for services outside of Grief Encounter’s remit
- To work within all policies and procedures, including its Safeguarding, Equality and Diversity Policy, Data Protection Policy and Health & Safety Policy
- Contribute to the organisation's overall objectives through active participation in team meetings, one-to-one discussions and other activities as required
- To contribute towards management of the helpline budget - working with the Helpline Manager to ensure all relevant financial processes are completed accurately and on time
- To be the first point of contact and support for the volunteers and assist them with any safeguarding concerns.
- To be the responsible safeguarding officer for the shift

**GENERAL TASKS**:

- Assisting with Recruitment: (Co)-drafting and reviewing job-document content, and communications. Assisting the Helpline Manager with sifting of applicants
- Literature creation: Providing written copy and helping to update and maintain literature relevant to Grief Talk (including induction documents, helpline resources and policies documentation)
- Develop and maintain a list of reputable signposting agencies/services for use by Helpline staff and Volunteers.
- Assisting with shift rotas to ensure adequate cover is provided on the helpline

**PERSON SPECIFICATION**

**Experience and Qualifications**

**Essential**:

- Safeguarding training and awareness
- Knowledge and experience of direct child and family practice
- IT and systems knowledge and trouble shooting ability
- Ability to flexibly work across a number of aspects of role
- Ability to work 2/3 evening shifts, alternating on a weekly basis

**Desirable**:

- Experience of working in child and family bereavement
- Experience working within a growing organization
- Experience working as part of a helpline

**Skills**
- Good IT skills, including Office 365, Microsoft Outlook, Word and Excel. Able to work online via Microsoft Teams and Zoom
- Excellent interpersonal and communication skills, both oral and written
- Ability to work within a team
- Excellent organisational and time management skills with the ability to manage a demanding administrative workload
- Ability to support staff and challenge performance when appropriate
- Ability to provide non-judgmental, empathetic, and compassionate support to grieftalk helpline contacts.

**CONFIDENTIALITY**

Attention is drawn to the confidentiality aspects of this post. Matters of a confidential nature, including information relating to clients or staff must not under any circumstances be divulged to any unauthorised person.

**Job Types**: Part-time, Permanent
Part-time hours: 18 per week

**Salary**: £15,444.00 per year

**Benefits**:

- Additional leave
- Bereavement leave
- Company pension
- Work from home

Schedule:

- No weekends

Work Location: Hybrid remote in London

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