National Support and Referral Line Coordinator

ALONE; Ireland; On-site; EUR 33,000 - 41,000; Full time

Benefits offered by this job

35-hour week

Annual salary review

Mileage policy

Death in service

Bike to work scheme

Employee assistance programme

GP telephone advice

Job summary

ALONE in Ireland is recruiting a Support and Referral Line Coordinator to lead and support our National Support and Referral Line Volunteers within the Support Services team. You will oversee rosters, reporting, policy updates, and volunteer training, ensuring timely escalation of urgent cases.

The role requires at least two years in a coordinator position, proficiency with Microsoft Office, and ideally Salesforce.

Qualifications

• Minimum of two years’ experience in a similar Coordinator role in a fast-paced environment.
• Proficiency with Microsoft Office; Salesforce knowledge is an advantage.
• Ability to maintain confidentiality at all times.
• Strong multitasking and quick decision-making abilities.
• Ability to be adaptable and think critically about volunteer retention.
• Excellent interpersonal and communication skills, able to work independently or in a team.
• Experience debriefing and coaching volunteers during/after shifts.
• Knowledge of risk management in care settings.

Responsibilities

• Manage and support ALONE National Support and Referral Line Volunteers.
• Complete and manage the weekly/monthly Volunteer roster.
• Generate weekly and monthly reports for internal and external purposes.
• Maintain policies and procedures and ensure they are up to date.
• Recruitment and retention of volunteers for National Support and Referral Line.
• Training and supervision of Volunteers for National Support and Referral Line.
• Ensure check in calls for older people who receive the visitation and befriending service are made by NSRL volunteers and logged and escalated as appropriate.
• Manage the queue of escalations from ALONE volunteers through the BFriend app and Triage requests, closing off on brief interventions and passing on tasks to ALONE Support Coordinator’s and Volunteer Support Officers
• In conjunction with Service Coordinators from Regional Health Areas, carry out assessments related to Winter concerns with older people to ensure that all aspects of the older person’s needs are identified, supported and resolved and that any risks are mitigated.
• When the Older People are hard to reach, connect them with Support Coordinators and Volunteers from other Regional Health Areas making sure they can access supports in a timely manner.
• Advocate for the needs of Older People across a range of health, social care, and welfare services.
• Help meet the targets and goals of the Winter strategy response.
• You may be required to undertake additional duties or tasks as required

Skills

Volunteer coordination

Multi-tasking

Communication skills

Confidentiality

Decision making

Teamwork

Interpersonal skills

Problem solving

Adaptability

Customer relations

Leadership

Tools

Microsoft Office

Salesforce

Job description

This is a wonderful and exciting opportunity to join one of the most important charities in Ireland in a period when the need for our services has never been greater.

The successful candidate, upon commencing employment, will undergo a comprehensive induction and training programme to ensure readiness for the role's responsibilities and will have the opportunity to make a positive impact on the lives of numerous older people in Ireland.

The Support and Referral Line Coordinator will manage and support ALONE National Support and Referral Line Volunteers and form part of the overall Support Services team.

Responsibilities

Support Coordination

• Manage and support ALONE National Support and Referral Line Volunteers
• Complete and manage the weekly/ monthly Volunteer roster
• Generate weekly and monthly reports for both internal and external purposes
• Maintain policies and procedures and ensure that they are up to date and relevant
• Recruitment and retention of volunteers for National Support and Referral Line
• Training and supervision of Volunteers for National Support and Referral Line
• Ensure all check in calls for older people who receive the visitation and befriending service are made by NSRL volunteers and logged and escalated as appropriate.
• Manage the queue of escalations from ALONE volunteers through the BFriend app and Triage requests, closing off on brief interventions and passing on tasks to ALONE Support Coordinator’s and Volunteer Support Officers
• In conjunction with Service Coordinators from Regional Health Areas, carry out assessments related to Winter concerns with older people to ensure that all aspects of the older person’s needs are identified, supported and resolved and that any risks are mitigated.
• When the Older People are hard to reach, connect them with Support Coordinators and Volunteers from other Regional Health Areas making sure they can access supports in a timely manner.
• Advocate for the needs of Older People across a range of health, social care, and welfare services.
• Help meet the targets and goals of the Winter strategy response.
• You may be required to undertake additional duties or tasks as required

Essential skills & experience

• A minimum of two years’ experience in a similar Coordinator role in a fast-paced environment.
• Proficiency in other Microsoft Office applications (Word, PowerPoint, Outlook). A knowledge of Salesforce would be an advantage
• Ability to maintain the highest levels of confidentiality at all times
• Ability to multi-task and make decisions quickly
• An ability to be adaptable and a critical thinker in relation to retention of volunteers
• Excellent interpersonal skills with the ability to work independently and as part of a team
• Excellent written and verbal communication skills
• An ability to debrief, coach & interact with Volunteers during and after shifts (and/or in relation to managing challenging calls)
• Knowledge of risk management

A background in older people-related fields is not required. The key factor is a strong alignment with ALONE's mission and the ability to efficiently coordinate services and address challenges faced by older people.

• Salary €37,000 per year
• 35 Hour week (core hours 9-5) – Full-time employees can enjoy a 35-hour working week.
• Annual Salary Reviews
• Mileage Policy in place for applicable roles
• Death in Service - after 6 months’ probation successfully completed.
• Travel Saver Schemes
• Sick Pay Scheme - after 6 months’ probation successfully completed.
• Bike to Work Scheme
• HSF Partnership
• Bespoke Induction Programmes
• Further Education Opportunities
• Employee Assistance Programme - ALONE provides a 24hour support programme for all our Employee’s.
• GP telephone Advice
• Virtual Doctor
• Private Prescription Service
• 6 structured Counselling/ Emotional Wellbeing Service
• Legal Helpline

The closing date for applications is Monday November 2nd.

ALONE is an equal opportunities employer.