Helplines Support Officer

**ProMo Cymru Trading Ltd**:

- Everything starts with a conversation_

**Job Description - Helplines Support Officer (HSO)**

**Salary: £18,411 - £22,769 pa**

**Location: ProMo-Cymru office and/or home working**

**Hours of work: Flexible - to be agreed**

**Holidays: 25 days pa**

**Probationary period: 6 months**

**Length of Contract: Permanent**

**Responsible to: Helplines Operations Manager (HOM)**

**PLEASE APPLY USING OUR APPLICATION FORM, AVAILABLE VIA OUR WEBSITE**:
**APPLICATIONS RECIEVED VIA INDEED WILL NOT BE CONSIDERED**

**Vision**:
ProMo-Cymru works to ensure young people and communities are informed, engaged, connected and heard.

**How We Work**:
We work collaboratively to make links between people and services using creativity and digital technology. Supporting the third and public sectors to imagine, test and create better services.

ProMo works with communities through communications, advocacy, cultural engagement, digital and media production. Our work is informed by over 20 years of delivering digital youth information projects. We share this knowledge through training and consultancy, forming long term partnerships to benefit people and organisations.

ProMo is a registered charity and social enterprise; our profits are invested back into our community projects.

**Job Purpose**:
As a valued member of the Social Action Team you will deliver rights based and person-centred information, advice, assistance and advocacy helpline services to children, young people parents, carers and professionals - including Meic/BVC/
CVAG/GATA

**You will**:

- facilitate the securing of people’s rights and entitlements
- empower and enable people to make informed decisions
- equip people with skills and information to make changes in their lives
- assist in promoting people’s resilience and health and well-being
- enable people’s voices to be heard to influence change and make a difference

**For further information please visit**:
**Specific Responsibilities**:
**1. Helplines Administration ** i. Be the single point of contact for incoming and outgoing communication flows ii. To manage communication flows as required iii. Maintain recording systems ensuring records are up to date, accurate, secure and GDPR compliant iv. To collect and collate quantitative data from data collection sources for monitoring and reporting purposes and as otherwise required v. To work alongside colleagues and facilitate the secretariat, organisational planning, coordination, and logistics of in person and online meetings, events, communication requirements vi. To be the single point of contact for dealing with call handling and other day to day technical glitches - resolving these wherever possible, or passing them on to others for resolution vii. To ensure stock control, purchase, and invoicing systems and records viii. Coordinate and manage social action marketing merchandise and literature logistics

ix. Be aware of, and comply with, current safeguarding procedures and data protection regulations.

**2. Collaboration and promotion ** i. To foster and sustain good working relationships with other groups, services and agencies ii. To liaise with and communicate effectively and professionally with a wide range of individuals, professionals, and disciplines iii. To maintain and promote a positive profile of ProMo-Cymru’s services to the external world iv. To promote and raise awareness of ProMo-Cymru’s services to the external world v. To organise displays and exhibitions and participate in / at events where appropriate and as required vi. To disseminate literature and merchandise where appropriate and as required vii. To maintain and adhere to appropriate professional boundaries

**3. Learning and Development**
i. To take up and engage with arrangements for support and supervision, and appraisal ii. To attend, participate and engage with training, team meetings, and any other relevant and appropriate internal meetings, as required iii. To work autonomously and as part of a team iv. To be responsible for your own learning and development alongside provision made by ProMo-Cymru v. To be responsible for your own health and safety, and well-being alongside provision made by ProMo-Cymru vi. To support your colleagues and engage in shared learning vii. To be aware of and adhere to all policies and procedures viii. To be aware of and adhere to all policies and procedures, and the Advisers’ Handbook.

**The post-holder will be expected to undertake any other reasonable duties and tasks as requested and required, but which may not be specified within the job description.**

APPLICATION FORM

**PLEASE APPLY USING OUR APPLICATION FORM, AVAILABLE VIA OUR WEBSITE**:
**APPLICATIONS RECIEVED VIA INDEED WILL NOT BE CONSIDERED**

**Job Types**: Full-time, Permanent

**Salary**: £18,411.00-£22,769.00 per year

**Benefits**:

- Flexitime
- Sick pay
- Work from home

Schedule:

- Day shift
- Monday to Friday
- Night shift
- W