Opportunity

Who we are

Hourglass is the only UK-wide charity dedicated to calling time on the abuse, harm, exploitation and neglect 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.

Staff and volunteers working on our freephone 24/7 Helpline provide confidential advice, information and support to callers from all four nations of the UK. 

The Helpline receives calls from older people, friends and relatives, professionals and agencies who are, or are concerned about an older person.

Volunteer Role Title

Helpline, Administration and Data Support Volunteer

Purpose of the volunteer role

The Helpline provides advice, information and support via telephone, email and other online methods to people experiencing, or at risk of, abuse, as well as referring on to other specialist services and organisations.

The Helpline, Admin and Data Support Volunteer will be a vital part of our Frontline Services team, and deliver effective, timely, and high-quality services for older victims of abuse. This role supports the smooth running of our frontline operations by providing helpline and admin assistance, supporting communications, and taking helpline calls.

Responsible to

NI: locally-based Frontline Services Leads and Volunteer Coordinator

Volunteering time commitment

·         Min. 3 hours per week (am or pm sessions) Weekdays only (9am – 5pm)

·         Commit to staying with the service for a minimum of 8 months after training is completed

·         Volunteer once a week on a day and time that suits you and if possible, occasionally from our office in Lisburn.

Key volunteering tasks

Helpline calls and enquiries:

·         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.

·         Provide practical and personal support to service users, assessing the nature of each call/enquiry and responding in an empathetic and supportive manner.

·         Treat service users with dignity and respect.

Making referrals:

·         Make safeguarding referrals and liaise on behalf of service users who request or require such support.

·         Notifying Frontline Services Leads of any circumstances in which there may be immediate risk to a caller and take appropriate action as advised and authorised.

Sharing and logging information:

·         Maintain accurate and appropriate records using the Customer Relationship Management (CRM) database and other internal records.

·         Share relevant information relating to calls/enquiries with colleagues, in line with organisational practice relating to data protection and confidentiality.

Volunteering Location

Hybrid/home based:

·         Own access to a laptop or pc and reliable broadband is required.

·         Lisburn office (Northern Ireland)

Skills and experience required

·         Demonstrate a positive attitude to older people and an interest in challenging abuse and promoting safer ageing.

·         Excellent listening and communication skills.

·         Maintain confidentiality.

·         Be reliable and consistent.

·         Good IT skills to use in-house systems and maintain records (full training and shadowing opportunities provided).

·         Understand when it is necessary and seek support from manager or colleagues.

·         Carry out the role in accordance with Policies and Procedures, including Health and Safety and Equality and Diversity.

·         Able to recognise and operate within personal and organisational boundaries.

·         Reliable, organised, and able to manage tasks independently with support.

·         Good written and verbal communication skills.

·         Comfortable using email, Office software (or equivalent), and online systems with support and training.

·         Strong attention to detail and accuracy.

·         Respectful, empathetic, and committed to safeguarding older people.

·         Willingness to learn and follow Hourglass policies and procedures.

No previous experience in domestic abuse or safeguarding is required—full training will be provided.

Volunteer training and support

·         3.5-day (virtual) core Induction Training Course.

·         Opportunities to attend and participate in external training events, conferences, webinars.

·         1:1 support, reviews and monitoring from the Volunteer Coordinator and Frontline Services Leads.

·         Volunteer reward, recognition and social events and opportunities.

Expenses – out of pocket

PRE - APPROVED:

*Attending pre-authorised events - authorised volunteering travel and meals, refreshments costs will be reimbursed in line with the volunteer policy.

(*if applicable)

Benefits to the volunteer

·         Make a difference – empowering others to combat abuse and promote safer ageing. 

·         Access a range of internal and external learning and development opportunities

·         Use and develop new skills and build confidence.

·         Create a supportive network with colleagues and volunteers.

·         Gain experience of volunteering to develop personal and career plans

·         Training on the abuse of older people, coercive control, and safeguarding practice.

·         Development in up to date sector specific administrative skills, communication, and working within a frontline support service.

·         Experience using CRM systems and contributing to the smooth operation of a UK-wide charity.

·         The opportunity to support older people experiencing abuse and make a meaningful impact.

·         Ongoing support, supervision, and opportunities to grow within your volunteer role.

·         Written reference available after successful completion of volunteering for a minimum 6 months.

Offer of volunteer role is subject to

·         Minimum age 18 years +

·         Volunteering interview

·         Personal reference checks

·         DBS/PVG/AccessNI criminal records checks (if required)