Online Information Volunteer
Hourglass - safer aging, stopping abuse
Hourglass is looking for volunteers to support their new online information services, specifically the Instant Messenger and Text Message services.
Alongside a team of staff and volunteers working across the UK on our well-established Helpline, you will play a vital front-line role in supporting older people and others, as well as referring on to other sources of help and expertise.
Hourglass is a UK-wide charity dedicated to calling time on the harm, abuse and exploitation of older people. We promote safer ageing and a fairer society for all older people, delivering a range of support services from prevention and early intervention, right through to direct support and recovery.
- Provide information about support options and safer ageing.
- Explain safeguarding approaches to service users in a way that they can best understand.
- Ensure service users receive advice and support which is appropriate to their needs in a non-judgmental manner and which clearly identifies realistic and achievable options.
- To treat service users with dignity and respect.
- Provide practical and personal support to service users, assessing the nature of each call/enquiry and responding in an empathetic and supportive manner.
- Undertake follow up contact with service users on a pre-determined basis to provide further support and/or ascertain outcomes; seeking contact details when possible.
- Distribute follow-up information materials to online information service users via post, email or other electronic methods.
- To notify the Helpline or other Manager of any circumstances in which there may be immediate risk to a caller and act as authorized.
- Maintain enquiry records using the Customer Relationship Management (CRM) database and other internal records.
- Share relevant information relating to enquiries with Helpline and Community Response colleagues in line with organisational practice relating to data protection and confidentiality.
- To assist in maintaining information resources, including briefing packs to be issued to service users. To inform the Information Manager of new information requirements.
- Identify service users who may be willing to speak to the media, bringing these to the attention of the Helpline Manager/management team.
- To undertake research to identify statutory, voluntary or other agencies or individuals who could receive information to publicize the online information services / Helpline and other charity services.
- To attend and participate in training events as required.
- An ability to analyse objectively, and provide advice and guidance in a non-judgmental manner.
- An ability to work as part of a team, be flexible and adaptable according to changing needs, and work to deadlines.
- An ability to liaise and communicate effectively (both in writing and orally) and work collaboratively with colleagues and outside agencies.
- An ability to constructively challenge and advocate on behalf of enquirers, identifying issues key to the individual circumstances, and pursuing matters to a satisfactory conclusion.
- Able to manage own workload, cope with challenging or emotional enquirers, and be non-judgmental and empathetic.
- An ability to demonstrate a positive attitude to older people and a demonstrable interest in challenging the abuse of older people.
- An ability to deal appropriately with sensitive issues.
- Numeracy and literacy skills of an excellent standard to respond to online enquiries, provide reports and observations, and maintain administrative records as required.
- Understanding/experience of issues relating to older people, adult safeguarding, abuse, and/or health and social care.
- Direct experience of working with older people.
- To identify own needs for support, including emotional support, and use support services as needed.
- Make a difference – empowering others to combat abuse and promote safer ageing.
- Access to a range of training options .
- Use and develop skills and build confidence.
- Create a network of colleagues and friends .
- Gain experience of volunteering to develop personal and career plans.
- Location: Home-based initially, although the post-holder may be required to move to an office location when government restrictions allow.
- Able to commit to 2 hours from 12-2pm
- Able to commit to training.
- Volunteer must be 18 years+
- DBS/PVG/Access NI criminal records check, (if required).
Training and Support:
- 4 days core Front-line Services Training.
- Additional Instant Messenger Training & Text Service Training.
- Shadowing of Helpline & Online Services.
- Regular Helpline/Volunteer team meetings.
When do I need to be available?
|Details||Time slot 2 hours from 12-2pm. Time commitment 2-4 hours for weekday afternoon slots.|
- Older People
- Disabled Access
- Equal Opportunities Policy or Statement
Authorised travel and refreshment costs reimbursed
- Health and Safety
- Insurance Cover for Volunteers
- Suitable for 13 - 16 years
- Suitable for 16 - 18 years
- Suitable for a group of volunteers
Suitable only for (e.g. 18+, LGBT, BAME, Women only)
Must be 18+yrs
- Support on Offer