National Support and Referral Line Coordinator – 9 Month Fixed Term Contract

• Manage and support ALONE National Support and Referral Line Volunteers
• Complete and manage weekly and monthly volunteer rosters
• Generate weekly and monthly reports for internal and external purposes
• Maintain policies and procedures and ensure they remain up to date and relevant
• Recruit and retain volunteers for the National Support and Referral Line
• Train and supervise National Support and Referral Line Volunteers
• Ensure check-in calls for older people receiving visitation and befriending services are made, logged, and escalated appropriately
• Manage escalation queues through the BFriend app and triage requests
• Close brief interventions and pass tasks to ALONE Support Coordinators and Volunteer Support Officers
• Carry out assessments related to winter concerns with older people alongside Regional Health Area Service Coordinators
• Connect hard-to-reach older people with Support Coordinators and Volunteers from other Regional Health Areas
• Advocate for older people’s needs across health, social care, and welfare services
• Help meet targets and goals of the winter strategy response
• Undertake additional duties or tasks as required

• A minimum of two years’ experience in a similar Coordinator role in a fast-paced environment
• Proficiency in Microsoft Office applications, including Word, PowerPoint, and Outlook
• 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
• Adaptability and critical thinking 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
• Ability to debrief, coach, and interact with Volunteers during and after shifts and in relation to managing challenging calls
• Knowledge of risk management
• Strong alignment with ALONE's mission and ability to efficiently coordinate services and address challenges faced by older people

• 35-hour working week (core hours 9-5)
• Annual salary reviews
• Time Off in Lieu
• Mileage Policy 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
• Comprehensive Training & Development
• Bespoke Induction Programmes
• Progression Opportunities
• Further Education Opportunities
• Employee Assistance Programme with 24-hour support
• GP telephone Advice
• Virtual Doctor
• Private Prescription Service
• 6 structured Counselling/Emotional Wellbeing Service
• Legal Helpline