Overview
We have an exciting part time opportunity for our Helpline. We are seeking an Helpline Adviser to join our Jewish Care Direct, social work team.
The Jewish Care Direct helpline is the gateway to all Jewish Care services and deals with an excess of 15,000 enquiries a year. Calls are varied and no one day is the same. Jewish Care provides support to anyone over the age of eighteen years old on a range of issues such as befriending, meals on wheels, social activities, and social work support.
The role of the helpline adviser is to actively listen and decide on the best course of action for a caller. Whether that is a referral to an internal service or signpost to another agency. The helpline is busy, and the role fast paced.
The working pattern for this role as follows:
Summer: Total Working hours 8 + 8 +7.5 = 23.5 hours
- Wednesday 8.30am – 5.30pm = 9 hours – 1 hour break
- Thursday 8.30am – 5.30pm = 9 hours – 1 hour break
- Friday 8.30am – 5.00pm = 8.5 hours – 1 hour break
Winter: Total Working hours 8 + 8 + 5.5 = 21 hours
- Wednesday 8.30am – 5.30pm = 9 hours – 1 hour break
- Thursday 8.30am – 5.30pm = 9 hours – 1 hour break
- Friday 8.30am – 2.00pm = 5.5 hours – 30 min break
Average hours over the year is 22 hours per week
What you will be doing:
- Responding to calls from the public, internal staff, and other agencies to offer clear advice on how to proceed with their enquiry.
- Actively listening to calls and respond in a professional, non-judgemental and compassionate manner.
- Understanding of societal issues that can impact people such as mental health, physical/learning disability, homelessness, domestic violence, and family dysfunction.
- Net working with other agencies to share the most up to date information with your team and callers.
What you will need:
- Experience of working in within a similar social work setting on a helpline.
- Working in a challenging fast paced environment that requires multi-tasking.
- Ability to uphold confidentiality and recognise when this may need to be over-ridden.
- Understanding of safeguarding people at risk
- Have a basic understanding of GDPR in relation to consent, Mental capacity Act 2015, Care Act 2014, and benefits entitlements.
- Confident in the use of IT and communication technology.
