Helpline & Engagement Service Project Support Worker
Main purposes of the post
- Provide administrative support to the Helpline & Engagement Service (HES), adeptly process new referrals into the service, and assist the Project Coordinator in maintaining updated information for the service system and refuge accommodation.
- Support professionals to navigate options and supportavailable throughout LLR and provide updates on referrals made to second tier services
- Process agency referrals; including online referrals, post and referrals received via secure and non-secure email.
- Liaise with professionals in relation to referrals they have submitted; provide updates and progress of case/client engagement.
- Liaise with second tier services to maintain an up-to-date overview of the capacity of each service.
- Maintain updated records of refuge availability (locally, regionally, and nationally).
- Receive and proactively obtain updates regarding the progress of clients through second tier services
- Ensure client records are updated to accurately reflect their engagement with second tier services
- Where clients have disengaged with second tier services, ensure cases are highlighted and escalated to the wider HES to assist with proactive re-engagement attempts
- Provide support to the wider HES and participate in answering helpline calls as required
- To ensure information provided on through the HES is constantly reviewed and updated to reflect local capacity, support options and meets current legislations and best practice.
- To ensure that all contacts, case notes, records and forms are completed accurately and inputted on the database during each shift
- To ensure that the out-of-hours answer-phone service is always working and checked on a regular basis.
- To ensure accurate record-keeping and collection of data for monitoring purposes, completion of helpline monitoring reports and to provide statistical information for evaluation purposes as required
- To assist with the completion of Insights and other HES evaluations to contribute to the ongoing evaluation and monitoring of the HES performance and activity
- To ensure standards are maintained for the purposes of helpline accreditation as well in providing quality service to all service-users.
- Co-facilitating on volunteer trainings on issues surrounding helpline and effective response to service-users
- Identify any updates required of the HES service manual on a regular basis to reflect updated information of services both locally and nationally
- To undertake efficient handover and debriefing after each shift; e.g. update on referrals, and that all other relevant issues and information are passed on.
- 25 days holiday (plus bank holidays), increasing with service
- Company sick pay
- Company pension
- Birthday leave
Our values are based on six main principles. We believe:
That everyone has the right to be free and safe from violence and abuse.
That relationships should be built on respect and equality.
That education ensures a better future.
That with support people have the capacity to change.
In working with integrity, honesty, trustworthiness, transparency and within accountability.
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