THE CRIME VICTIMS IS SEEKING AN ENTHUSIASTIC, EXPERIENCED PERSON TO
OVERSEE THE SERVICES WE PROVIDE TO VICTIMS OF CRIME, THEIR FAMILIES
AND FRIENDS AND THE OVERALL COMMUNITY.
ABOUT THE CRIME VICTIMS HELPLINE
The Crime Victims Helpline (CVH) is a listening and support service
for victims of crime in Ireland. We provide time and space for victims
to talk about their experiences. We provide information about the
criminal justice system and referrals to victim support services and
other resources in the community.
ROLL DESCRIPTION ? SERVICES COORDINATOR
The Services Coordinator oversees the development, delivery and
quality of the national Crime Victims Helpline?s support services
provided over the **Apply on the website** free helpline, text, email
and, soon to be added, webchat services.
ACCOUNTABILITY
The Services Coordinator reports to the Executive Director.
POSTS MANAGED
The Services Coordinator, working closely with the Volunteer
Coordinator, line manages volunteers and interns (currently
approximately **Apply on the website** people).
MAIN DUTIES AND RESPONSIBILITIES
* Coordinate the day-to-day provision of CVH services by volunteers
and interns.
* Ensure the provision of high-quality support and up-to-date
information to all service users.
* Provide direct services (phone, email, text and chat) when
volunteers are not available or volume of contacts exceeds volunteer
capacity
* Ensure compliance with all Crime Victims Helpline policies and
procedures in particular:
* Data protection and confidentiality
* Health and Safety
* Protection of children and vulnerable adults
RECRUITMENT AND TRAINING OF VOLUNTEERS.
* Work closely with the Volunteer Coordinator to assist with the
recruitment and training of volunteers.
MANAGEMENT AND SUPPORT
* Provide leadership and mentoring to volunteers.
* Support volunteers in dealing with, or following up, complex or
sensitive enquiries.
* Manage the CVH phone system and other communication technology,
making adjustments and problem solving as needed.
MONITORING AND EVALUATION
* Maintain good records and reporting systems
* Ensure that monitoring and evaluation of the helpline service is
carried out in accordance with Crime Victims Helpline?s
requirements.
* Ensure clear call records are kept and to monitor these for
quality of service and public policy issues arising and information
gaps.
* Monitor geographical distribution and content of contacts to
inform the Helpline publicity strategy and feed into the
organisation?s awareness-raising activities.
* Manage nuisance and abusive calls in alignment with CVH policy.
SERVICE DEVELOPMENT AND PLANNING
* Ensure best use of up-to-date technology to meet the needs of
providing a reliable service using office and remote-based volunteers
* Identify opportunities for growth, new developments and for
improving the quality of services offered
* Prepare statistics to be used for the Department of Justice, CVH
Annual Report, and the CVH Board of Directors
* Regularly update the Helpline Handbook so that staff and
volunteers have access to best practice guidelines and up-to-date
information
* Identify information or training gaps and highlighting these
appropriately
* Maintain clinical skills by participating in continuous training
and education
GENERAL RESPONSIBILITIES
* Attend and fully participate in meetings and trainings as required
* Assist with social media content creation
* Contribute to the Volunteer Newsletter
* Comply with all Crime Victims Helpline policies and procedures
PERSON DESCRIPTION
QUALIFICATIONS
* Recognised educational/professional qualifications in social work,
counselling psychology, law or related field
* Experience relevant to the role
EXPERIENCE
* Clear understanding of the dynamics of providing support and
information over the phone and/or email, text and webchat.
* Experience on a helpline or other information and/or emotional
support service.
* Awareness of issues impacting victims of crime
* Knowledge of the criminal justice system
PROFESSIONAL ATTITUDES AND VALUES
* Commitment to Crime Victims Helpline?s mission and vision
* A desire to help victims of crime
* Ability to adhere to professional boundaries while maintaining a
compassionate and caring environment for service users, volunteers and
colleagues
* A desire to learn and a receptiveness to feedback
* Ability to work independently and to take initiative
SKILLS
Required
* Competent and comfortable with office technology including
Microsoft **Apply on the website**
* High level of interpersonal communication and written skills
* Ability to coordinate and prioritise a range of tasks and
responsibilities
* Good judgement, common sense, and tact
Desirable
* Familiarity with telephony systems and/or webchat software
COMPENSATION
Starting salary of ?**Apply on the website**,**Apply on the
website** p.a.
HOURS
**Apply on the website**.5 hours a week, Monday through Friday.
The post requires occasional evening and weekend working in order to
meet the training and support needs of volunteers.
LOCATION
The requirements of the role mean the majority of working time will be
spent in the CVH office currently located on Hanover Street East,
Dublin 2. However, occasional home working may be possible.
APPLICATION PROCESS
Please send a COVER LETTER CLEARLY DESCRIBING HOW YOU FIT THE
REQUIREMENTS FOR THE ROLE and a CV to **APPLY ON THE WEBSITE** by
**Apply on the website**:**Apply on the website** am on
Monday,?**Apply on the website**th March. Applicants who do not
provide both will not be considered.
The successful candidate will be required to provide references and is
subject to satisfactory Garda Vetting.
Any queries regarding the position can be directed to **Apply on the
website**. No phone calls, please.
We need : English (Good)
Type: Permanent
Payment:
Category: Others
