Role Description Helpline

Responsible to: Volunteer Development Manager

Main purpose: To provide information and support over the telephone to adults and young people affected by congenital heart disease.

Key Responsibilities:

• To answer helpline calls and provide emotional support and accurate information.
• To ensure caller confidentiality within the helpline team.
• To pass on urgent actions to the GUCH Office as soon as possible
• Keep appropriate records of calls

Requirements:

• Aged 18 years and over
• A knowledge of or a willingness to learn about congenital heart disease
• Strong communication skills
• Good listening skills
• Sensitivity and compassion to the needs of those using the helpline
• Patience
• Be able to offer a service in a non-judgemental and non-discriminatory manner.
• To work to the high standards set by GUCH PA
• Work within GUCH PA's policies and procedures
• Attend ongoing training
• Participate in monthly teleconference for helpline operators
• Willing to undergo a Criminal Record Bureau (CRB) check
• To give reasonable notice of non-availability.

Based at: Home - must have comfortable, quiet area to answer calls

Commitment: Availability at stated times - minimum of one shift (4 hours) per week. Commitment of a year on the helpline

GUCH PA offers volunteers:

• Initial training
• Ongoing training
• Support
• Skill development
• Payment of reasonable expenses