Telephone Support Coordinator

Contract: Full time – Permanent /Fixed Term

Location: Remote

Working Hours: 35 Hours per week 5 over 7 days.

Salary: €37,000

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

Responsibilities

• Coordinating and developing the Telephone Support Service in CHO 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.
• Any other duties within the general requirements of the above that may be assigned.

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.

Essential skills & experience

• Demonstrated passion for improving the lives of older people and commitment to ALONE’s mission.
• Problem-solving skills, focusing on efficient needs assessment and resource allocation.
• Excellent communication abilities (both written and verbal), fostering partnerships and negotiating effectively with diverse stakeholders.
• Proficiency in utilising technology and data management systems, enhancing service efficiency and reporting accuracy.
• Good organisational and multitasking skills, with a solution-focused approach to complex challenges.
• Keen attention to detail, enabling accurate record-keeping and effective service monitoring.
• Enthusiasm for setting and achieving SMART targets that maximize the positive impact on older individuals.
• Self-starter with a capacity to work well with stakeholders
• Excellent interpersonal and communication skills to engage effectively with stakeholders both internally & externally
• A collaborative team player who fosters strong internal and external relationships.
• Problem-solver, using innovation to improve service delivery and support independent older person and the people we serve.
• Strong time management and organisational skills to prioritise workload and meet KPIs.

Extra Benefits 

• Salary €37,000 
• 35 Hour week (core hours 9-5) –Full-time employees can enjoy a 35-hour working week.
• Annual Salary Reviews
• Pension Scheme: Access our generous pension scheme after just 6 months service
• Time Off in Lieu
• Income protection after 2 years service
• Long service awards for employees
• 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
• 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 Employees
  • GP telephone Advice
  • Virtual Doctor
  • Private Prescription Service
  • 6 structured Counselling/ Emotional Wellbeing Service
  • Legal Helpline

The closing date for applications is Tuesday, June 16th. 

ALONE is an equal opportunities employer.

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