Telephone Support Coordinator - Cork/kerry (9 Month Fixed-term Contract)

ALONE support older people to age at home. We provide direct, frontline services to people aged 60 and over, through support coordination, befriending and support, housing with support, co-living, and the application of assistive technology. We have been awarded Quality Marks from Volunteer Ireland, the ISO, the Charities Regulator and the Housing Regulatory Standard.

A wonderful and exciting opportunity to join the one of the most important charities in Ireland in a period when the need for our services has never been greater.  By participating, the successful candidate will have the opportunity to positively influence the lives of many older people in Ireland.

The Telephone Support Coordinator will work with and be answerable to the Services Manager and will be responsible for the development, coordination and implementation of the Telephone Support service

Key Responsibilities:

• Coordinating and developing the Telephone Support Service in Regional Health Areas you are assigned to.
• Implement all policies and procedures of the Telephone Support service.
• Coordinate and manage the rostering of the Telephone Support Volunteers to ensure full complement of volunteers on each shift for adequate service cover.
• Oversee the processing of Telephone Support referrals including referral follow up and initial contact to include assessment for the service.
• To work to ensure accurate recording of data relating to the Telephone Support service.
• Ensure that relevant work practices and agreed targets are being met related to the Telephone Support service.
• To integrate Telephone support service in the other services we provide
• Help to develop the service and the supports offered to older people.
• To ensure the recording and maintenance of up-to-date information on the database of clients and volunteers remaining compliant with GDPR at all times.

Volunteers

• Liaise with the Volunteer Support Officer to ensure consistent and active recruitment of Telephone Support Volunteers.
• Provide induction and continuous training for Telephone Support Volunteers as they are recruited.
• Monitoring, evaluating and accrediting volunteers, escalating as necessary to Services Manager and Volunteer Manager.
• Supporting the Volunteer Support Officer in developing a Volunteer Leader Group for the Telephone Support Service.
• Provide debriefing and psychological first aid to volunteers and relevant others following sensitive phone calls and escalating to services manager where required.

Relationship Management

• To promote the service and coordinate a system of communication between Primary Care Teams, referral agencies, the community and voluntary sector, clients and their families and friends.
• Representing the Telephone Support service in the wider community, at county and national meetings or events.

Effective and Professional Practice

• To actively participate in team and staff meetings and service reviews/ evaluations and to contribute to the development of policy and practice with your area of work and within ALONE as a whole.
• To report any area of concern to your line manager in a timely manner.
• Have a flexible approach to the work in response to organisational change, development and review of best practice.
• To be vigilant to any Health, Safety and Welfare risks in the workplace and bring any concerns to the attention of your line manager.
• To ensure all reporting requirements for project funders are met in a timely and comprehensive manner.
• To ensure confidentiality of all clients’ information and to secure storage and access to all such information.
• To carry out any other duties which are deemed necessary that may arise that relate to the position.
• To be responsible for the preparation of reports, statistics and other information as required in order to inform future strategy and media responses as well as for recording and reviewing client details on salesforce.
• Responsible for the achievement of goals as determined by organisational strategy and personal PDP.
• Participate in regular supervision and performance review, contributing to the identification of own job-related targets and training needs.

Communications and Working Together

• Respond to public queries (telephone and in person) and provide information where required (this may include brief or 3rd party SPOs).
• Receive, direct and relay telephone messages and emails via Salesforce.
• Responsible for ordering stationary and to monitor the use of supplies and equipment.
• Support and assist with social prescribing outings and events where required.

Skills and Background

• Self-motivated person who is committed to ALONE’s mission. Able to maintain the highest standards of confidentiality, discretion and respect. Excellent communication skills (both written and verbal). Previous experience in social care settings is desirable. Good computer literacy. Excellent organisational skills, report writing, solution focused skills and multi-tasking skills.

Extra Benefits 

• Salary €32,000 pro rata

• 14 Hour week (core hours 9-5) - Thursday & Friday

• Annual Salary Reviews

• Time Off in Lieu

• Mileage Policy in place for applicable roles

• Death in Service - after 6 months’ probation successfully completed.

• Travel Saver Schemes

• Sick Pay Scheme -after 6 months’ probation successfully completed.

• Bike to Work Scheme

• HSF Partnership

• Paid Maternity & Paternity Leave –Available to Employees after 18 Months of service.

• Horizontal Transfer Opportunities

• Comprehensive Training & Development

• Bespoke Induction Programmes

• Progression Opportunities

• Further Education Opportunities

• Employee Assistance Programme -ALONE provides a 24hour support programme for all our Employee’s.

  • GP telephone Advice

  • Virtual Doctor

  • Private Prescription Service

  • 6 structured Counselling/ Emotional Wellbeing Service

  • Legal Helpline

The closing date for applications is Thursday 25th July 2024.

Alone is an equal opportunities employer.