Job summary
We are looking for a dynamic and motivated person, to join The Alder Centre and coordinate our national Child Death Helpline at Alder Hey Hospital.
The Child Death Helpline is staffed by volunteers, all of them bereaved. The helpline is a partnership between professionals and non-professionals working together to provide a professional service to anyone affected by the death of a child of any age.
Being a "people person" is a must, as this role is about engaging and supporting our nationawide volunteers, throughout their volunteering with the helpline. An essential part of the role is to provide a reassuring and responsive approach to the recruitment and retention of volunteers. The Volunteer Coordinator will need to be able to run and develop the service, to recruit, train and support volunteers nationally.
The successful candidate will be joining our team at an exciting time, with the opportunity to make a huge difference to the polulation we serve.
Main duties of the job
In conjunction with the Head of The Alder Centre Services, be responsible for the operational management of the Child Death Helpline (CDH), in accordance with nationally agreed standards. This includes:
- Managing volunteer call sheets and rotas.
- Acting as the on-call shift supervisor for bereaved parent volunteers on a rota basis alongside the Alder Centre Volunteer coordinator and other trained supervisors, which includes evenings, weekends & bank holidays (7pm -10pm)
- Managing the BT Scheduler to co-ordinate and maintain quality of helpline calls.
- Participate in the Bereavement Advisory Group.
- Being responsible for the management of risk for both callers to the helpline and bereaved parent volunteers.
- In coordination with The Alder Centre Volunteer Coordinator and where necessary The Head of the Alder Centre Services discuss any operational issues, review calls, manage complaints and agree any necessary actions.
- To market, recruit and maintain the helpline.
To coordinate with and manage CDH admin coordinator to support CDH clerical and administration duties.
About us
Our values:
We pride ourselves on the quality of our care, going the extra mile to make Alder hey a safe and special place for children and their families.
We are committed to continually improving for the benefit of our patients.
We are open and honest and engage everyone we meet with a smile.
We show that we value every individual for who they are and their contribution.
We work across the Alder Hey community in teams that are built on friendship, dedication, care and reassurance.
Values Based Behaviours
Respect
We show that we value every individual for who they are and their contribution.
Excellence
We pride ourselves on the quality of our care, going the extra mile to make Alder Hey a safe and special place for children and their families.
Innovation
We are committed to continually improving for the benefit of our patients.
Together
We work across the Alder Hey community in teams that are built on friendship, dedication, care and reassurance.
Openness
We are open and honest and engage everyone we meet with a smile.
Job description
Job responsibilities
Analytical & Judgement Skills
- To monitor and assess call sheets for difficulties, where volunteer helpline colleagues would need additional support or where callers were seen to be inappropriate for the service.
- To make sound judgment when supporting volunteer helpline colleagues dealing with the threat of suicide during calls.
- To assess the appropriateness of volunteers skill level and ongoing assessment of competence to complete their role.
Planning and Organising Skills
- Plan and manage own time and maintain awareness of daily team commitments.
- To plan advertising strategies for new volunteers and awareness of the availability of the Child Death Helpline.
- To plan and organise with support from the CDH Admin Coordinator training events online and in person across the UK for new helpline volunteers.
- To ensure supervision and volunteer meetings for volunteer helpline colleagues arranged by the CDH admin coordinator.
To co-ordinate with the Alder Centre Volunteer Coordinator a one-to-one volunteer befriending service, via phone/ video or in person at The Alder Centre, for anyone affected by child loss. This includes:
- Taking referrals and matching with a volunteer.
- Setting up an initial meeting to introduce befriender and client.
- Support the arrangement of future meetings where required and act as the point of contact for both befriender and client.
- Monitor the on-going befriending relationship and provide support where necessary.
To co-ordinate with the Alder Centre Volunteer Coordinator an annual program of volunteer led events, including:
- An annual service of remembrance
- Therapeutic residential weekend break for bereaved families
- Social and activity-based groups and events for volunteers and bereaved clients
- On occasions, volunteer fundraising activities where required.
Responsibility for Policy/Service Development
To contribute to the development, implementation and evaluation of policy and procedures relating to Child Death Helpline volunteering, particularly around health & safety & safeguarding.
Responsibility for Financial and Physical Resources
Responsibility for Trust IT property, i.e. laptop, mobile.
Ensuring effective use of child death helpline funding for service development, re: marketing and volunteer support.
Responsibility for Human Resources
To have responsibility for the day-to-day supervision and management of the Child Death Helpline volunteers performance, including out of hours, in order to ensure the standard of practice of service, promoting their well-being and competence. This includes facilitating regular meetings, subgroups and 121s and group reviews/ supervision.
To be responsible for the recruitment and training of new volunteers, including liaising with relevant training accreditation providers, the education coordinator and Trust Academy.
To arrange update training sessions and the revalidation of volunteers on an annual basis.
Responsibility for Information Resources
To ensure the collation of child death helpline usage using the BT Scheduler system.
Maintain up-to-date records of volunteer DBS checks.
Ensure the Child death Helpline is maintained and any other forms of media, i.e. Instagram, Twitter
Responsibility for Research and Development
To promote the Child Death Helpline volunteer activities to maximise access to services by child-bereaved callers.
Regularly review the child death helpline service provision to ensure it remains relevant, innovative and underpinned with research.
Job description
Job responsibilities
Analytical & Judgement Skills
- To monitor and assess call sheets for difficulties, where volunteer helpline colleagues would need additional support or where callers were seen to be inappropriate for the service.
- To make sound judgment when supporting volunteer helpline colleagues dealing with the threat of suicide during calls.
- To assess the appropriateness of volunteers skill level and ongoing assessment of competence to complete their role.
Planning and Organising Skills
- Plan and manage own time and maintain awareness of daily team commitments.
- To plan advertising strategies for new volunteers and awareness of the availability of the Child Death Helpline.
- To plan and organise with support from the CDH Admin Coordinator training events online and in person across the UK for new helpline volunteers.
- To ensure supervision and volunteer meetings for volunteer helpline colleagues arranged by the CDH admin coordinator.
To co-ordinate with the Alder Centre Volunteer Coordinator a one-to-one volunteer befriending service, via phone/ video or in person at The Alder Centre, for anyone affected by child loss. This includes:
- Taking referrals and matching with a volunteer.
- Setting up an initial meeting to introduce befriender and client.
- Support the arrangement of future meetings where required and act as the point of contact for both befriender and client.
- Monitor the on-going befriending relationship and provide support where necessary.
To co-ordinate with the Alder Centre Volunteer Coordinator an annual program of volunteer led events, including:
- An annual service of remembrance
- Therapeutic residential weekend break for bereaved families
- Social and activity-based groups and events for volunteers and bereaved clients
- On occasions, volunteer fundraising activities where required.
Responsibility for Policy/Service Development
To contribute to the development, implementation and evaluation of policy and procedures relating to Child Death Helpline volunteering, particularly around health & safety & safeguarding.
Responsibility for Financial and Physical Resources
Responsibility for Trust IT property, i.e. laptop, mobile.
Ensuring effective use of child death helpline funding for service development, re: marketing and volunteer support.
Responsibility for Human Resources
To have responsibility for the day-to-day supervision and management of the Child Death Helpline volunteers performance, including out of hours, in order to ensure the standard of practice of service, promoting their well-being and competence. This includes facilitating regular meetings, subgroups and 121s and group reviews/ supervision.
To be responsible for the recruitment and training of new volunteers, including liaising with relevant training accreditation providers, the education coordinator and Trust Academy.
To arrange update training sessions and the revalidation of volunteers on an annual basis.
Responsibility for Information Resources
To ensure the collation of child death helpline usage using the BT Scheduler system.
Maintain up-to-date records of volunteer DBS checks.
Ensure the Child death Helpline is maintained and any other forms of media, i.e. Instagram, Twitter
Responsibility for Research and Development
To promote the Child Death Helpline volunteer activities to maximise access to services by child-bereaved callers.
Regularly review the child death helpline service provision to ensure it remains relevant, innovative and underpinned with research.
Person Specification
Education and training
Essential
- Educated to degree level or equivalent.
- Significant experience related to working in bereavement, volunteering, mental health, and management.
Desirable
- Accredited training in Grief and Child Loss and/or Basic Counselling Skills
Experience
Essential
- At least two years' experience of project admin, implementation and delivery
- Experience of training and teaching and ability to impart these skills to others
- Experience of organising meetings, groups and events
- Experience of and commitment to multidisciplinary working
- Experience of working with volunteers
Desirable
- Experience in offering bereavement support
- Experience in Helpline work and development
- Experience of working with management and performance.
- Experience of working in the charity sector
Skills
Essential
- Proven organisational and management skills
- Excellent communication and presentation skills
- Resilience and confidence in working with distressing information
- A general understanding of the impact of those bereaved and a willingness to learn more on these issues.
- Competent in use of MS Office programmes and producing reports on service-related activity and trends.
- Experience with the use of databases and contact management systems.
Desirable
- Demonstrable skills in direct work with children & families from a range of backgrounds
Personal Attributes
Essential
- Accountability - Takes responsibility for own actions and promotes good team working
- Openness - Shares information and good practice appropriately
- Mutual respect - Treats others with courtesy and respect at all times
- Ability to work flexibly, including out of hours and to travel to other parts of the country.
Person Specification
Education and training
Essential
- Educated to degree level or equivalent.
- Significant experience related to working in bereavement, volunteering, mental health, and management.
Desirable
- Accredited training in Grief and Child Loss and/or Basic Counselling Skills
Experience
Essential
- At least two years' experience of project admin, implementation and delivery
- Experience of training and teaching and ability to impart these skills to others
- Experience of organising meetings, groups and events
- Experience of and commitment to multidisciplinary working
- Experience of working with volunteers
Desirable
- Experience in offering bereavement support
- Experience in Helpline work and development
- Experience of working with management and performance.
- Experience of working in the charity sector
Skills
Essential
- Proven organisational and management skills
- Excellent communication and presentation skills
- Resilience and confidence in working with distressing information
- A general understanding of the impact of those bereaved and a willingness to learn more on these issues.
- Competent in use of MS Office programmes and producing reports on service-related activity and trends.
- Experience with the use of databases and contact management systems.
Desirable
- Demonstrable skills in direct work with children & families from a range of backgrounds
Personal Attributes
Essential
- Accountability - Takes responsibility for own actions and promotes good team working
- Openness - Shares information and good practice appropriately
- Mutual respect - Treats others with courtesy and respect at all times
- Ability to work flexibly, including out of hours and to travel to other parts of the country.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
