Helpline & Engagement Service Project Support Worker

FreeVa; Leicester; Vor Ort; GBP 22.000 - 28.000; Vollzeit

Benefits dieser Stelle

25 days holiday

Company sick pay

Company pension

Birthday leave

Zusammenfassung

FreeVa is seeking a Helpline & Engagement Service Project Support Worker in Leicester to provide administrative support to the Helpline & Engagement Service, process new referrals, and assist the Project Coordinator with keeping information up to date for the service system and refuge accommodation.

You will support professionals, handle referrals from various channels, liaise with second tier services, maintain records, aid with out-of-hours helpline coverage, and contribute to monitoring and

Aufgaben

• Provide administrative support to the Helpline & Engagement Service (HES).
• Process new referrals into the service.
• Assist the Project Coordinator in updating information for the service system and refuge accommodation.
• Support professionals to navigate options and support available throughout LLR and provide updates on referrals made to second tier services.
• Process agency referrals from online, post, and secure/non-secure email.
• Liaise with professionals on referrals submitted, provide updates and progress of case engagement.
• Liaise with second tier services to maintain capacity overview.
• Maintain updated records of refuge availability locally, regionally, and nationally.
• Receive and obtain updates on client progress through second tier services.
• Ensure client records reflect engagement with second tier services and escalate disengaged cases.
• Support the wider HES and participate in answering helpline calls when required.
• Regularly review and update HES information to reflect local capacity and best practice.
• Co-facilitate volunteer trainings on helpline issues and effective responses.
• Identify updates required for the HES service manual to reflect local and national changes.
• Hand over and debrief after each shift with referrals and pass on relevant information.

Jobbeschreibung

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.