Helpline & Engagement Support Specialist

FreeVa; Leicester; Sur place; GBP 22 000 - 28 000; Plein temps

Avantages offerts par ce poste

25 days holiday

Company sick pay

Company pension

Birthday leave

Résumé du poste

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

Responsabilités

• 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.

Description du poste

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