Helpline Jobs

This is an exciting new role for someone who is interested in gaining the experience and training necessary to become an information and advice navigator.

Working as part of our committed and expanding team, your main role will be supporting the advice team with triaging client contact over the telephone, online and face to face. We will provide you with full training and supervision to carry out your role.

Purpose of the role: 

· Triage all client enquiries and referrals received via the helpline, email enquiries and drop in callers Provide administrative support to team advisers.

· To support clients with form completion – online or paper based.

· To support the Information and Advice Service (Later Life Planning Service / Dementia Adviser team)

You will be the first point of contact for our clients, whether that be by email, telephone or face to face.

We will provide training and support to help you develop your skills and become an efficient navigator onto other specialised services.

We're looking for a keen and motivated Training Administrator to join our small, friendly team at our head office in Rugby.  You'll be working closely with our Training Manager and ISVA  (Independent Sexual Violence Advisor) Training Project Manager, facilitating the smooth delivery of workshops, events and meetings, advertising and promoting training workshops and preparing training delivery and feedback reports.  The Survivors Trust provides a range of workshops and training opportunities for professionals working with victims and survivors of sexual violence and sexual abuse.

You will provide high level administrative support for the Training Manager and ISVA Training Project Manager, overseeing training bookings and maintaining a database of trainees on our CRM (Beacon).  You will be responsible for collecting and collating feedback from training attendees and preparing reports to support training delivery.  Working in collaboration with the Training Team you will support the advertising and marketing of training opportunities including updating relevant website content. 

You will also maintain accurate records of training and project delivery, including budgets and impact measures data for both internal and external stakeholders.  Part of your role will include gathering statistics for monitoring and reporting processes.

You will ideally have previous experience of administration in a training setting and/or working in the voluntary sector but please don't be put off applying if you don't meet all requirements.  The right candidate will be an effective communcator in a friendly and professional manner, with excellent IT skills including CRM and LMS.

You will be required to complete DBS clearance to work at The Survivors Trust.

Hours - full time, 35 hours per week.  Job share would be considered.  Hours are flexible with opportunity for some hybrid working.

Annual leave and benefits:

- 28 days leave not including bank holidays

- Pension scheme with employer contributions of 6%

- 24/7 Employee Assistance Programme

- In-house training provided

Closing date:  18th July 2024We reserve the right to close this position early if we find a suitable applicant, please submit your application as soon as possible 

Interview date:  30th July 2024

About The Survivors Trust

The Survivors Trust is a UK-wide membership organisation for specialist voluntary sector rape and sexual abuse support services.   Our vision is for a society where services for survivors are trauma-informed and accessible according to need.  Survivors and their partners, parents, families and supporters have a right to support and justice can access the right service for them at the right time, free of charge, and according to need.

We have over 120 member organisations in the UK and Ireland providing counselling, emotional support and advocacy for women, men, young people and children who have been affected by rape or sexual abuse/exploitation at any time in their lives.

We support our member agencies by providing a wide range of infrastructure support including regional meetings, networking events, specialist forums and workshops and representing our member agencies in national meetings.  We provide accredited training for Independent Sexual Violence Advisors and bespoke training and workshops for professionals and organisations.  We run a national helpline for anyone who has been affected by sexual violence in any way.

PSPA supports families affected by Progressive Supranuclear Palsy (PSP) and Corticobasal Degeneration (CBD), both are complex neurological conditions that affect mobility, vision, swallowing and cognition.

We are looking for someone to join our helpline team to provide professional, comprehensive support and make a real difference to people living with PSP, CBD, their families, and carers. 

We are seeking a motivated and confident person who can deliver a high-quality professional service, to work on our helpline. Previous experience of working in health, social care or the helpline sector is essential. You need to be a patient, empathetic listener with excellent verbal and written communication skills. The role will involve assessing and responding to callers' needs via our telephone and email service providing practical and emotional support and delivering learning sessions about PSP and CBD to health and social care professionals. Ideally, you will have experience working on a helpline or in a health or social care setting.

Ability and willingness to travel within your region is essential.  Occasional weekend work may be required.  The role covers the following regions: Greater London, Kent, Essex & Surrey. 

We have a hybrid working model with most staff working one day a week in the office in Milton Keynes and the remainder at home.  Please contact our Helpline Manager, Jules Brown, if you would like to discuss the role.

We are an inclusive organisation and welcome applications from people from all sections of the community, irrespective of ethnicity (including race, colour, and nationality) age, disability, gender, sexual orientation, religion or belief.

See the full job description for more details.

• Benefits: Pension Scheme and Employee Assistance Programme 
• Annual Leave: 28 days per annum including bank holidays

Please apply with your current CV and a cover letter to show us how your knowledge and skills meet the requirements for the role of Helpline Care Navigator.

Closing date: Friday, 5 July 2024

Interviews are to be held in person at the Milton Keynes offices; date tbc

The YoungMinds Parents Helpline provides parents and carers with life-changing information, advice and support, and we are looking for a Service Manager to join our incredible team. This is an exciting, challenging and critical role, which will lead and support the helpline team in delivering a safe, high-quality, culturally competent and inclusive service to thousands of parents/carers.

You will work closely with the helpline management team to ensure all helpline channels (including telephone, webchat and email) are adequately resourced, and advisers are providing high-quality support to parents/carers who have concerns for their child’s mental health. You will use helpline data and evaluation insight to respond to demand, identify key themes, make continuous improvements to service delivery, and contribute in the strategic shaping and implementation of service development plans.

You will ensure that the Parents Helpline team is accountable to the organisational Anti-racism, Justice, Equality, Diversity and Inclusion (AJEDI) action plan, and lead in ensuring that the service continues to increase cultural competency, accessibility and inclusivity, with a particular focus on supporting service users from Black and minoritised communities.

You will provide line management support to helpline team members including staff, regularly review policy, and ensure the helpline operates in accordance with organisational procedures. You will contribute to the review and development of helpline content, provide expert opinion and relevant information from the helpline to a variety of stakeholders, and represent the service at both internal and external events. You will be a Lead Safeguarding Officer for the organisation, and provide direct safeguarding support to the service when needed.

• proven experience of managing operational aspects of a helpline service that provides advice and guidance to service users
• experience of managing a staff team
• experience of delivering high-quality safeguarding work, and making referrals to statutory agencies as required
• demonstrable knowledge and understanding of how to promote diversity and inclusion within processes, services or teams
• understanding and awareness of AJEDI

This post is offered as a 12 month fixed term contract.

We welcome applications from Black and minoritised, LGBTQIA+ groups and those with disabilities, as they are currently under-represented.

We hope that you would like to join us at a very exciting stage of our growth and development. You’ll be joining a bright, dynamic team who have a passion for supporting our ambitions.

We have an exciting opportunity for a Triage and Early Interventions Officer (DASS Helpline) to join the Domestic Abuse Specialist Service in Brighton & Hove. This role is full time working 37.5 hours per week and is offered on a hybrid basis working between home and our office in Brighton.

Do you want to make a difference every day? Do you want to contribute to change & improvement for those who need it?

Do you have resilience & adaptability? Can you work effectively with a focus on trauma-informed support and care?

If yes, then we'd love to hear from you…

What we offer:

At Victim Support we believe in attracting & retaining the best people and offer a competitive rewards & benefits package including:

• Flexible working options including hybrid working
• 28 days annual leave plus Bank Holidays, rising to 33 days plus Bank Holidays
• An extra day off for your Birthday
• Pension with 5% employer contribution
• Enhanced sick pay allowances, maternity & paternity payments
• High Street, retail, holiday, entertainment & leisure discounts
• Access to our financial wellbeing hub & salary deducted finance
• Employee assistance programme & wellbeing support
• Ongoing training & support with opportunities for career development & progression

About the role:

This hybrid role is based in Brighton & Hove. There is a mandatory office attendance requirement with a minimum of 1 day a week.

The role will involve:

• Making initial contact assessing and providing information to victims/survivors of domestic abuse
• Providing any immediate safety and support needs for the victims/and their children(s) including safeguarding when required.
• Providing administrative support to our wider team to support them in the delivery of advocacy to victims/survivors of mainly domestic abuse.
• Liaising with the police and other agencies to ensure all relevant information is collected including safe contact numbers and consent from victims/survivors.
• Gathering feedback from service users and collating this into monthly reports and contributing to monitoring information for the service.
• Participating in regular supervisions and reviews.

You will need to:

• Have a good understanding of domestic abuse including the impact of domestic abuse on victims and their children.
• Understand the myths, facts and misconceptions about domestic abuse.
• Understand Safeguarding issues, and the legal responsibilities surrounding these issues.
• Understand the needs of victims/survivors of domestic abuse.
• Understand the effects of trauma and the importance of trauma informed practice.
• Have a good understanding of the Criminal Justice System.
• Have strong crisis management skills and the ability to deal with stressful and difficult situations.
• Have excellent communication, negotiation and advisory skills, both written and verbal when interacting with a range of agencies and individuals.
• Demonstrate the ability to use IT applications competently including, Microsoft Word, Excel etc. and Case Management systems in order to keep accurate records and monitoring your performance.

About Us:

Victim Support (VS) is an independent charity providing a range of specialist services to people who have been affected by crime across England and Wales. We work towards a world where there are fewer victims but who have stronger rights, better support and a real influence in the Criminal Justice System. Everyone at VS is driven by our Vision Ambitions and Values to play their part in making a difference for those who experience crime and traumatic events. Working for VS gives you the opportunity to play a key role in a national charity providing high quality services to victims and witnesses and being a vital force for change.

Victim Support are committed to recruiting with care and to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. Background checks and Disclosed Barring Service checks may be required.

Victim Support strives to represent the diverse communities we serve and are passionate about creating an environment where all staff and volunteers feel respected and heard. Being a diverse organisation with an inclusive culture is integral to us being able to meet our aim of ensuring that anyone who is a victim of crime gets the support they need.

As part of our commitment to the Race at Work Charter we particularly welcome applicants from Black, Asian and minority ethnic communities. VS is also a Disability Confident Employer and we provide a Guaranteed Interview Scheme for candidates that are disabled and meet all essential criteria for a role.

If you have a disability, a learning difficulty such as dyslexia or a medical condition which you believe may affect your performance during any aspect of our selection process, we'll be happy to make reasonable adjustments to enable you to perform at your best.

How to apply:

To apply for this role please follow the link below to the Jobs page on our website, and complete the application form demonstrating how you meet the essential shortlisting criteria.

We looking forward to hearing from you.

We reserve the right to close this vacancy early, if we receive enough suitable applications to take forward to interview prior to the published closing date.

Age UK East London are recruiting a helpline advisor to our Tower Hamlets Connect service. Tower Hamlets Connect is Age UK East London’s integrated health, social care and social welfare helpline providing all Tower Hamlets residents with the right advice and support at the right time. Acting as the front door to adult social care in the borough and an independent advice and advocacy service, we provide residents with advice and support to access appropriate services in the statutory, health and voluntary community sector.

Job description

Job Purpose

• To contribute to the delivery of an effective, efficient and safe helpline for the residents of Tower Hamlets.

• To provide information and advice to customers on support and services available in the borough, enabling them to remain as independent for as long as possible and with improved health and wellbeing.

• To act as a first point of contact for Tower Hamlets residents and professionals.

• To ensure accurate and timely case records are maintained to support ongoing service improvement.

• To ensure all referrals to health or social care are appropriate.

Key Tasks

• To act as a first point of contact for Tower Hamlets residents and professionals via telephone and email

. • To gather information required to efficiently triage customers’ strengths and needs and make appropriate referrals.

• To provide information and advice to residents on local services to support prevention and promote independence.

• To actively promote use of the digital portal and signpost to digital support services where appropriate.

• To maintain excellent records of all contacts and enquiries on all relevant case recording and data systems ensuring accuracy, quality and timeliness while complying with statutory requirements and maintaining confidentiality.

General

• To meet regularly with line manager for support, supervision, and appraisal.

• To attend team meetings required.

• To undertake any other duties within the competence of the post holder as may be required from time to time for the continued smooth running of Age UK East London.

• To undertake all training required to fulfil the role.

• To carry out the duties of the post in accordance with Age UK’s East London’s policies and procedures including EDI, Health & Safety, Confidentiality, Complaints, GDPR, Safeguarding Vulnerable Adults.

Functional Links

• The role reports to the Helpline Team Leader.

The Live Fear Free Helpline is an award-winning, 24-hour helpline for survivors of domestic abuse, sexual violence, and all other forms of violence against women in Wales. We provide a listening and signposting service to survivors, family, friends, and professionals. In addition to our phone service, we also provide help and support via email, text message and web chat.

Closing date: 15th July 2024 

Interviews:  24th & 25th July 2024. Interviews will be held in person at our office in Penygroes, near Caernarfon. 

The successful candidate will be a member of the Helpline team, reporting to our Helpline Team Leader As part of the job, you will: 

Respond to enquiries to the Live Fear Free Helpline received by phone, email, webchat or text to:

• Provide a confidential information and signposting service to anyone experiencing domestic abuse, sexual violence and/or any other form of violence against women, and to those  

• contacting the service on their behalf.

• Evaluate and respond to need, and minimise risk to those experiencing domestic abuse, sexual violence, or other forms of violence against women.

• Refer service users to appropriate support services making use of the established referral pathways.

Full training will be provided.

As part of this role, you will be expected to work shifts on a 24-hour rota. Weekend and night shifts are a necessary part of the role.

Person Specification 

This post is open to women only under the Equality Act 2010 pursuant to Schedule 9, Part 1, this includes applicants with lived experience of being a woman.We value diversity and are committed to ensuring that our organisation is an inclusive place to work. 

Do you have experience of: 

• Working within a domestic abuse, sexual violence, or violence against women service or similar.

• Providing direct Helpline support services.

• Shift work, particularly night shift work.

• Safeguarding of adults and children.

Do you have knowledge of: 

• An understanding of domestic abuse/sexual violence and the effects.

• Good understanding of the services available across statutory and voluntary sectors which could support survivors.

• Relevant knowledge of any, or all, of the following areas: Benefits, Legal issues, Housing, Safeguarding children and adults with additional support needs, Immigration 

Are you: 

• Able to communicate effectively in both Welsh and English, both orally and written with different individuals and organisations. 

• An excellent listener – With an emphasis on tact, empathy, patience and kindness.  

• Emotionally resilient with the ability to deal with emotive calls and contacts.

• Able to prioritise workloads and to multitask in a busy work environment.

• Organised, with the ability to record, report and respond to problems affecting the Helpline service.

• Able to build positive working relationships with colleagues across the organisation.

• Able to carry out own administration, demonstrating good IT skills and the ability to learn new software.

• Committed to your own learning and development, and able to take on new tasks with enthusiasm.

Helpline Deputy Manager (Mental Health) 

Birmingham 

£28,497 per annum

Hours 37.5 hours per week

Our client is leading provider of mental health services in Birmingham and the West Midlands. 

Their Helpline service is aimed at service users and their carers living in Birmingham and Solihull, to offer a range of interventions to support individuals who are experiencing psychological distress and/or a mental health crisis. Additionally the service has been designed and developed to help reduce the burden on statutory services including A&E departments and the police. 

The role: 

The Deputy Manager for the Helpline service will provide support to a team of Helpline Intervention workers and volunteers with the day to day management of the Helpline Service. 

The Helpline Service is a 7 day a week service operating between the hours of 9am -11pm and requires a member of the management team present at all times.  Under the direction of the service manager you will support the running of the Helpline service in line with contractual requirements, their Vision and Values, its Operating Policy and Procedures, and any relevant legal requirements. 

About you: 

The successful candidate will possess the following skills and experience; 

• Experience in a supervisory role. 

• Previous experience of working either in a voluntary or paid role within the Health and Social care sector. 

• A positive attitude to people who have experienced mental health difficulties. 

• Experience of managing challenging situations and working under pressure. 

• Excellent verbal and written communication skills.

• A flexible approach in terms of your working hours which will include evenings and weekends. 

Rewards:

Benefits include an attractive defined contribution pension scheme, Paycare which offers employees affordable cover for a range of healthcare treatments, an Employee Assistance Programme which includes free counselling and a comprehensive training Programme. 

Our client's people are key to their success and they are recognised as both a Mindful Employer, as well as achieving Gold standard success in Investors in People. They welcome applications from people who have experienced mental health difficulties and we particularly encourage applications from Black, Asian and minority ethnic members of our local community who are currently under-represented at management level. 

The closing date for applications is Monday 8th July 2024 

Interviews will take place on Tuesday 16th and Friday 19th July 2024 

The Miscarriage Association is a national charity dedicated to providing support and information to anyone affected by the loss of a baby in pregnancy. We also raise awareness of the impact of loss, advocate for those affected and challenge the taboos that can make miscarriage a lonely as well as distressing experience. 

We do this by offering staffed support services (telephone helpline, live chat, email and DM), a network of peer support groups, a comprehensive website and a range of highly regarded patient leaflets. We also provide training and resources for health professionals and employers, contribute to research and ensure the patient voice is heard by policy and decision-makers. 

We are about to begin a new chapter in our 40-year history, with ambitious plans to ensure our trusted services and support reaches even more people affected by this often-heartbreaking experience.

We are now looking for a Head of Operations and Service Delivery to help us develop and deliver our core support, information and training services in line with our new three-year strategy. Working alongside the CEO, you will contribute to the charity’s strategic vision and plans and help to translate these into operational activity and KPIs.

Managing a staff team of four, you will be responsible for ensuring the expansion and smooth running of our helpline, live chat and other direct contact services, putting in place effective systems to measure the quality and impact of these.

You’ll oversee the volunteers’ strategy and programme and manage and develop our training offer for health professionals and employers, working with the staff team and freelance support to deliver these.

Working alongside the support and communications team, you will also oversee the production and distribution of our highly regarded patient information leaflets, ensuring they are regularly reviewed and updated.

You will also support the CEO in day-to-day operations of the charity: liaising with our IT, telecoms and other suppliers; reviewing and updating, where necessary, HR policies and procedures; looking after day-to-day financial processes; and general risk management.

About Switchboard

Brighton & Hove LGBT Switchboard connects and supports people in need across Sussex. Originally set up as a helpline in 1975, we've grown to deliver a wide range of essential services for our community.

This exciting new role will be supporting Switchboard to continue innovating, developing and delivering services, by and for LGBTQ people in Sussex.

About the role

We are looking for a dedicated, experienced fundraiser to oversee and drive forward all of our income generation. This post will work closely alongside our various teams and projects to raise awareness of our work among potential supporters. The postholder will be responsible for building sustainable and diverse income streams through regular giving, bid writing, events, and corporate partnerships. You will establish engaging supporter journeys that maintain long-term relationships with regular donors, high net worth supporters, and corporate clients.

Here's the person specification for the role:

• At least 2 years of experience of proven success in a fundraising role.
• Detailed knowledge of at least one of the following: trusts and foundations / individual giving / community / corporate fundraising.
• Excellent written and verbal communication skills, able to engage and enthuse audiences through a broad range of communications channels.
• Experience of planning, delivering and evaluating events, projects and/or campaigns.
• Leadership experience - this could be in work or elsewhere, with staff, projects, volunteers or communities.
• Project management and organisational skills, and the ability to prioritise and work in a self-directed manner.
• Understanding of LGBTQ+ communities.
• Ability and willingness to help with organisational events such as Pride or conferences several times a year.
• Self-motivated, able to work on own initiative as well as part of a team.
• Ability to build effective working relationships with frontline staff, volunteers, service users and partner organisations.
• Numerate; able to understand, monitor and manage budgets and other financial information and systems.
• A strong belief in Switchboard's vision, mission and values.

How to apply

Please send your CV and a covering letter of no more than two pages setting out how you the above criteria set out in the person specification. 
Applications close: 9am, Monday 22 July, 2024
Planned interview date: Tuesday 30 July, 2024

Age UK are recruiting for a Retail Support Administrator with exceptional customer service skills to join their busy Retail Help Desk team based in Warrington. In this role you will offer specific administrative and operational support to a Divisional Sales Team and provide first line support through the Customer Services Helpline. Thus, playing your part in supporting the Retail Division in generating much needed income to help Age UK in its mission to improve the lives of older people.

This unique opportunity to be part of a Divisional Team consisting of Area Managers and covering a wide geographical base from your operating desk in Warrington will not only support the Division, but also the national charities 265 shops alongside your fellow Retail Support Administrators.

No two days will be the same, whether it be receiving inbound calls and emails or customer enquiries. A vital element of the role will be processing all stock donation calls that the Help Desk receives, and then contacting the relevant field staff for a final action plan. Your support in all aspects of customer and shop enquiries will be crucial to the Divisional Sales Manager to ensure the Division's administrative operations are run efficiently and cost effectively.

This opportunity will require you to have strong IT skills, especially Excel and the ability to collate accurate information from a variety of sources to supply to the Retail Division.

This role is based at the Warrington office.

Must haves:

• Office based experience working within an administrative environment or supporting a retail estate.
• Ability to work with range of peer groups within the organisation to include volunteers, staff and senior managers.
• Empathic approach to customer service/signposting
• Proficient in the use of Microsoft365 and Windows 10 applications, particularly Excel, MS Teams & Outlook.
• Ability to work on own initiative and as part of a team.

Great to haves:

• Knowledge of logistical requirements that service a multi-site retail organisation, preferably system based

What we offer in return

• Competitive salary, 26 days annual leave + bank holidays + annual leave purchase scheme
• Excellent pension scheme, life assurance, health cashback plan and EAP
• Car Benefit Scheme, Cycle to Work Scheme and Season Ticket Loan
• Techscheme - buy any tech from Apple or Currys, up to £1000, and spread the cost over 12 months, interest free
• Blue Light Card Scheme
• You Did It Awards - recognition awards from £100-250.

Additional Information

All CVs will be anonymised by our recruitment system when you apply for a role at Age UK. Please note that our system is unable to anonymise cover letters, and we would therefore ask that to support the work we are doing on making our recruitment selection process fairer and more unbiased, that you remove any personal information from your cover letter/supporting statement, including your name before uploading this. All equalities monitoring information is also anonymised and not shared with the hiring panel. Your name and address will only be known to us once you are invited for an interview.

Age UK is an Equal Opportunities employer and positively encourages applications from suitably qualified and eligible candidates, regardless of age, sex, race, disability, sexual orientation, gender reassignment, religion or belief, marital/civil partnership status, or pregnancy and maternity. We guarantee an interview to disabled candidates who meet the minimum criteria under the Disability Confident Scheme. Please note that on occasion, due to high numbers of applications, Age UK reserves the right to limit the overall number of interviews offered, and therefore, it may not always be practicable or appropriate to interview all disabled people that meet the minimum criteria for the job.

Age UK is committed to safeguarding adults at risk, and children, from abuse and neglect. We expect everyone who works with us to share this commitment.

Early application is encouraged as we will review applications throughout the advertising period and reserve the right to close the advert at any time.

Age UK politely requests no contact from recruitment agencies or media sales. We do not accept speculative CVs from recruitment agencies nor accept the fees associated with them.

The Miscarriage Association is a national charity dedicated to providing support and information to anyone affected by the loss of a baby in pregnancy. We also raise awareness of the impact of loss, advocate for those affected and challenge the taboos that can make miscarriage a lonely as well as distressing experience.

We do this by offering staffed support services (telephone helpline, live chat, email and DM), a network of peer support groups, a comprehensive website and a range of highly regarded patient leaflets. We also provide training and resources for health professionals and employers, contribute to research and ensure the patient voice is heard by policy and decision-makers.

We are about to begin a new chapter in our 40-year history, with ambitious plans to ensure our trusted services and support reach even more people affected by this often-heartbreaking experience.

We are now looking for an enthusiastic and talented digital marketer to join our small and friendly team to help us on this exciting journey. Working as part of our newly expanded communications team, you will support the development and implementation of the strategic communications and marketing strategy.

You will lead on developing our digital channels to drive engagement and awareness and help to build our online communities. You will be responsible for the day-to-day management of the charity’s website implementing brand guidelines to ensure a consistent approach to tone and content. You’ll also maximise Google Ad and SEO opportunities, working alongside a specialist agency, where necessary.

You’ll have previous experience of CRM systems and work closely with our fundraising team to develop supporter journeys and devise email and social media campaigns to help drive event sign-ups, donations and fundraising income.

Of course, you’ll also stay alert to emerging digital trends and be adept at analytics and reporting on the success of your campaigns.

The Miscarriage Association (MA) is a national charity dedicated to providing support and information to anyone affected by the loss of a baby in pregnancy. We also raise awareness of the impact of loss, advocate for those affected and challenge the taboos that can make miscarriage a lonely as well as distressing experience.

We do this by offering staffed support services (telephone helpline, live chat, email and DM), a network of peer support groups, a comprehensive website and a range of highly regarded patient leaflets. We also provide training and resources for health professionals and employers, contribute to research and ensure the patient voice is heard by policy and decision-makers.

We are about to begin a new chapter in our 40-year history, with ambitious plans to ensure our trusted services and support reaches even more people affected by this often-heartbreaking experience.

We are looking for a senior campaigns, media and PR specialist to lead our recently expanded communications team to deliver a compelling and influential comms and campaigns strategy.

You will be responsible for the strategic development and operational delivery of all our campaigns and external communications, finding creative ways to build our brand, increase understanding of pregnancy loss and grow our income. You will manage relationships with the media and lead on securing coverage across online and offline channels, through, for example, press releases, human interest stories, case studies and position statements.

Acting as a key ambassador for the MA, you will also support the CEO to develop and maintain strong relationships with, and represent the charity to, a diverse range of stakeholders. You will also work alongside the CEO, Head of Operations and Service Delivery and other key personnel to contribute to the charity’s strategic vision and plans and help to translate these into communications activities and KPIs.

AIMS / PURPOSE OF THE POST

To ensure that services are delivered in accordance with appropriate clinical standards and protocols such as The Survivors Trust, BACP and any specific requirements from the Management Committee, funders and commissioners.

To manage the helpline service by ensuring that the helpline volunteers provide consistent support and an effective service on the helpline. In addition, to be responsible for facilitating the provision of regular supervision sessions, ongoing support and reflective practice, ensuring best practice and assessing the performance of service delivery.

To line manage staff members. Responsible for annual appraisals, ongoing monitoring of performance, identifying and providing relevant training and managing HR issues.

To facilitate the recruitment, induction and training of new staff members.

To identify and organise regular training and personal development opportunities for staff and volunteers.

To oversee marketing activities and the use of social media to promote awareness of Trust House’s services and increase engagement.

To research relevant funding opportunities and produce bespoke grant applications. Identify qualitative and quantitative data and extract relevant information from the database, Lamplight. Produce written progress reports to funders evidencing best practice and using collated data on project progress and outcomes.

To represent the charity with internal and external stakeholders, develop effective working partnerships with statutory, voluntary and other organisations and to undertake external presentations and awareness raising as required.

To undertake administrative responsibilities for the office.

MAIN DUTIES

The Services Coordinator is responsible for the following duties and responsibilities:

• To coordinate the effective delivery of Trust House’s clinical services;

• To produce and keep up to date all resources and best practice policies and procedures;

• To develop and implement The Survivors Trust service standards and procedures and to support all staff and volunteers to work in accordance with these standards as well as the British Association for Counselling and Psychotherapy Ethical Framework;

• To ensure the availability and performance of the required hardware, software, and other tools to support the organisation’s IT requirements;

• To establish and manage effective internal communication processes and on-going feedback opportunities to provide a supportive and responsive infrastructure;

• To line manage and support staff members and student interns;

• To identify and organise the provision of external training and personal development opportunities for staff and volunteers;

• To facilitate the recruitment, induction and training of staff members;

• To represent Trust House as appropriate: in meetings with stakeholder agencies; and as required deliver presentations and support awareness raising activities;

• To manage all marketing activities and the use of social media to promote awareness of Trust House’s services and increase engagement including keeping the website up to date.

• To support the CEO with fundraising activities including researching relevant funding opportunities and completing grant applications.

Helpline management -

• To manage and ensure the provision of an effective, efficient and professional helpline for service users;

• To manage the helpline team, including providing ongoing support, regular supervision and reflective practice;

• To ensure quality assurance for the data entry and case recording of helpline calls on the Lamplight database;

• To track and monitor service metrics to identify areas for improvement;

This job description is a guide to the tasks of the Services Coordinator only. The post-holder is required to undertake such other tasks as are reasonably requested by the CEO and Management Committee.