PURPOSE OF THE ROLE
Working as part of our team of coordinators you work will be an integral link in providing holistic support to older people and volunteers throughout the stages of their friendship journeys. Reporting to the Head of Volunteer Engagement and Wellbeing Support, you will share responsibility for assessing older people’s needs, and setting up considered and valuable befriending matches for volunteers and older people in our telephone, letter and group friendship services.
You will thrive on a role with numerous challenges, exercising good judgement and common sense when communicating with older people and volunteers of all ages and backgrounds, within our friendship services. You will have strong written and verbal communication skills (demonstrable particularly on the phone), with a high competency for computer systems and programmes. You must have the ability to work independently; however, your work will feed into the wider targets and goals of your team so you will need the ability to work well in a group too. You should have a passion for supporting older people, with a desire to see both older people and volunteers thrive in the friendship matches we create.
You will have demonstrable experience in supporting vulnerable people in a professional, personal or voluntary capacity. You will ideally have experience of using data to successfully match people with a job, activity, or other person. If you do not have this experience you will be able to display a strong understanding of the best ways to match people together using a range of data. You will have knowledge of the key issues that affect older people, that can lead to their isolation and loneliness. With the experience using a range of IT packages, you will have a keen eye for detail and the desire to perform well in a vibrant team.
MAIN DUTIES AND RESPONSIBILITIES
- Responsible for supporting older people through their journeys into friendship by working with the wider friendship team to assess their needs and make safe friendship matches – communicating effectively and in a timely manner.
- Ensure that all matching processes are carried out effectively and that the needs of the individual older person and volunteer are taken into consideration when the match is being made.
- Adhere to the matching criteria to ensure that safe matches are made and longevity is achieved.
- Ensure that the necessary information is provided to both parties within the required timescales – via telephone, email and post as required.
- Ensure that any additional needs or potential risks are identified and signposted through the established systems.
- Work with the wider Silver Line team to develop and implement processes to ensure that older people and volunteers have a smooth and streamlined journey into the matching process.
- Carry out needs assessments with older people as directed by your manager, and as an integral part of this, determine the appropriateness of services in meeting the individual’s needs, ensuring that this is carried out in line with established processes and within timescales.
- Establish call patterns to meet the identified need of individual people.
- Provide longer calls to a designated number of people who require additional support to establish if the service is appropriate for their needs and or to provide the confidence to move on to Silver Line Friendship.
- Carry out risk assessments and exit procedures as required.
- Ensure CRM records are updated in accordance with Silver Line processes.
- Provide reports, statistical information, case studies and service feedback as requested by line manager and within timescales and guidelines set.
- Identify gaps in service delivery methods, practice and procedures in order to ensure that we are effective and responsive to the demands of the services.
- Adhere and deliver to best practice and The Silver Line policies and procedure, including adhering to confidentiality and data protection practice and safeguarding policies.
- Carry out any other duties as required by the Head of Volunteer Engagement & Wellbeing Support, and The Silver Line.
KNOWLEDGE, SKILLS & EXPERIENCE
- Demonstrable experience of working with, and providing support to, vulnerable people.
- Demonstrable experience of communicating well on the telephone, as well as in person and through written communication.
- Demonstrable experience of working as part of a team with excellent interpersonal skills.
- Experience of carrying out assessments of need.
- Knowledge and understanding of the impact of loneliness and isolation has on older people's wellbeing·
- A sensitive, empathetic and flexible approach to dealing with the changing needs of older people.
- Good knowledge of working with CRM systems and MS Office applications.
VALUES AND BEHAVIOURS
- An understanding of and commitment to the work and values of The Silver Line.
- An empathy and understanding of the issues that affect older people.
- Passionate about tackling the stigma of isolation and loneliness.
- A proven ability to demonstrate high degree of personal integrity, self-determination and honesty.
- Commitment to the aims of the service and The Silver Line vision.
This post is based at the London office.