Volunteer Support Service Coordinator

Main purpose of job: To coordinate Mast Cell Action’s Support Services.

Key tasks include:

·       Coordinate Mast Cell Action’s Support Services using our Salesforce database: arranging matches between    volunteers and service users, updating and maintaining data and logging hours

·       Following our standard operating guidelines for service delivery

·       Checking in on matches and getting feedback at the end of a match

·       Conducting 1-1s with volunteers as well as offering informal support

·       Facilitating group supervisions

·       Raise safeguarding concerns as appropriate using internal processes and procedures

·       Maintain confidentiality and follow charity policies and procedures

·       Undertake relevant training

Key Objectives Include:

·       Manage Mast Cell Action’s Peer and Parent Support Services so that the most vulnerable members of the community receive vital 1-1 support and reassurance from their peers. Our support services are delivered by volunteers through phone calls, Zoom video calls, emails, texts, letters and WhatsApp messages. The support is tailored to the individual's needs, and may include: listening, sharing personal experiences, providing emotional support, advocacy, empowerment and signposting. 

·       Manage the technical aspects of coordinating the service

·       Represent Mast Cell Action professionally at all times, demonstrating strong communication skills, reliability, and adaptability whilst working remotely

·       Evaluation and growth of services.

Experience/skills required:

·       Proven experience as a service manager or demonstrable skills in this area.

·       Excellent verbal communication skills, with the ability to engage diverse audiences and adapt your communication style to different formats and audiences.

·       Patience, empathy and compassion. Openness to support people from all backgrounds

·       Reliability and trustworthiness

·       Proficiency in online databases, preferably previous experience with Salesforce.

·       Ability to work independently and collaboratively as part of a remote team, demonstrating reliability, flexibility, and professionalism at all times.