Helpline & Engagement Service Project Support Worker

Main purposes of the post

1. 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.
2. Support professionals to navigate options and support available throughout LLR and provide updates on referrals made to second tier services
3. Process agency referrals; including online referrals, post and referrals received via secure and non-secure email.
4. Liaise with professionals in relation to referrals they have submitted; provide updates and progress of case/client engagement.
5. Liaise with second tier services to maintain an up-to-date overview of the capacity of each service.
6. Maintain updated records of refuge availability (locally, regionally, and nationally).
7. Receive and proactively obtain updates regarding the progress of clients through second tier services
8. Ensure client records are updated to accurately reflect their engagement with second tier services
9. 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
10. Provide support to the wider HES and participate in answering helpline calls as required
11. 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.
12. To ensure that all contacts, case notes, records and forms are completed accurately and inputted on the database during each shift
13. To ensure that the out-of-hours answer-phone service is always working and checked on a regular basis.
14. 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
15. 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
16. To ensure standards are maintained for the purposes of helpline accreditation as well in providing quality service to all service-users.
17. Co-facilitating on volunteer trainings on issues surrounding helpline and effective response to service-users
18. Identify any updates required of the HES service manual on a regular basis to reflect updated information of services both locally and nationally
19. 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.

How to Apply

• If you are interested in this position, please complete the Application Form available below or an up-to-date Curriculum Vitae (CV) and submit via email [email protected].