JOB TITLE: CARELINE MANAGER
DEPARTMENT: Carer Supports & Innovation
*Initially will be advertised as sitting within Communications team.
DATE: January **Apply on the website**th **Apply on the website**
CONTRACT DURATION: **Apply on the website**-month Fixed Term Contract
SALARY: CSM Level / ?**Apply on the website**,**Apply on the
website**
LOCATION: Leinster
OVERVIEW OF ROLE
The Careline Manager will work with the National Carer Engagement
Manager to develop, co-ordinate and implement a telephone information,
guidance and triage service for family carers through the National
Freephone Careline. The Careline Manager will be responsible for
answering, logging and reporting on calls to the Careline through the
Organisation?s Client Record Management (CRM) system and will also
be responsible for the recruitment, training and rostering of Careline
staff volunteers and ensuring the line has appropriate cover The
Careline Manager will also be required to support carers through
email, online Forum and, from time to time, through social media
platforms where information and guidance is required.
ORGANISATIONAL RELATIONSHIPS
REPORTS TO: National Carer Engagement Manager
DIRECT REPORTS: Careline Staff and Volunteers
EXTERNAL LIAISON: Family Carers, third parties such a health and
social care professionals, Citizens Information Bureau and The
Samaritans
INTERNAL LIAISON: CSMs and Communications Team.
MAIN RESPONSIBILITIES
The Careline Manager?s role will include the following tasks:
TELEPHONE INFORMATION, GUIDANCE AND TRIAGE SERVICE ? CO-ORDINATION
AND OVERSIGHT
* Co-ordinate and develop the National Careline to move from an
answering and information service to an effective information,
guidance and triage service.
* Support the development and implementation of all policies and
procedures for the Careline and support the Careline to achieve
accredited status against agreed standards.
* Co-ordinate and manage the rostering of FCI staff and volunteers
and to ensure full cover for the line.
* Ensure the Memorandum of Understanding (MOU) with the Samaritans
is reviewed and updated annually.
* Ensure adherence to the Memorandum of Understanding (MOU) with The
Samaritans for out of hours coverage on the Careline and request
metrics for all diverted calls bi-annually.
* Recruit, induct and train staff and volunteers in conjunction with
the National Carer Engagement Manager.
* Monitor and evaluate volunteers work on the Careline, escalating
issues to the National Carer Engagement Manager as required.
* Oversee the processing of triage referrals.
* Ensure accurate, real time reporting of data on the CRM.
* Ensure that work practices and targets are met for the Careline.
* Ensure that recording is compliant with GDPR.
* Produce monthly metrics as agreed for review by the Executive
Management Team.
* Provide debriefing to staff and volunteers following sensitive
phone calls and escalate support needs to the EMT as required.
TELEPHONE INFORMATION GUIDANCE AND TRIAGE SERVICE ? DIRECT
ENGAGEMENT
* Answer calls to the Careline in a timely and professional manner.
* Implement the pathways for call answering and triage as described
in Careline policies.
* Log all calls on the Organisation?s CRM system.
EMAIL REQUESTS FOR INFORMATION AND GUIDANCE
* Respond to all email requests for information and guidance in a
timely and professional manner and implement pathways for support as
described in Careline policies
* Log all emails on the Organisation?s CRM system.
ONLINE FORUM AND SOCIAL MEDIA
* Monitor the FCI Carers Online Forum answering any questions related
to rights and entitlements / support and advice.
* Provide information and guidance to carers contacting FCI through
social media from time to time.
OTHER REQUIREMENTS
* General office duties associated with Careline administration.
* Participate in the Organisation?s Performance Management
programme.
* Participate in team and staff meetings, reviews and service
evaluations.
* Report concerns to the National Carer Engagement Manager.
* Show flexibility in response to change and development within the
organisation.
* Take responsibility for health and safety issues associated with
the Careline and report any health and safety or safeguarding concerns
in line with the Organisation?s policy.
* Ensure confidentiality of caller, staff and volunteer.
* Adhere to the all of the Organisation?s policies and procedures.
* Any other duties as deemed appropriate by management.
QUALIFICATIONS, SKILLS & EXPERIENCE
The Careline Manager must possess the following qualifications and
experience:
* Must be educated to QQI Level 7 or above in a relevant area. e.g.
counselling, psychology, social care, social work, community
development.
* Excellent ICT skills with experience of using Client Record
Management systems.
* Ideally the candidate will have direct experience of working on a
help-line and experience managing staff and/or volunteers in a social
care setting.
* Past or current experience in a caring role or working directly to
support the needs of family carers in a social care / community
setting would prove beneficial.
BEHAVIOURS
The successful candidate will be should be able to demonstrate a high
level of competence in the following behaviours:
PEOPLE FOCUS
Leadership ? Creates a vision and/or demonstrates a passion for
working towards its achievement, bringing people with them. Team Work
? Helps to build highly effective working relationships within and
across teams. Managing External Relationships ? Consistently
presents a professional image of Family Carers Ireland when dealing
with external stakeholders.
BUSINESS FOCUS
Commercial Acumen ? Demonstrates a clear commercial focus, building
relationships to benefit Family Carers Ireland. Understands financial
accounts and budgets. Management of own performance ? Sets and/or
delivers on clear and challenging objectives supported by regular
review and feedback to ensure that Organisation goals are achieved and
exceeded. Open Communication ? Communicates openly and honestly
while considering the needs of those involved. Ensures that
appropriate information is shared and understood. Promotes and
environment of trust and confidentiality.
PROGRESSIVE FOCUS
Innovation ? Seeks opportunities to continuously improve work
practices. Thinks creatively to develop new approaches and
initiatives. Openness to Change ? Adopts a positive approach to
change, recognising the Organisation?s need to evolve and progress.
OTHER CRITERIA
* A self-motivated person who is committed to supporting Family
Carers and the mission of Family Carers Ireland.
* A strong understanding regarding rights and entitlements for
family carers and other issues where family carers may require
information, guidance and support.
* Excellent communication skills with a focus on the ability to
listen.
* Ability to deal with difficult situations including strong
emotions.
* Excellent organisational skills with an ability to multitask and
prioritise issues as they arise.
* Excellent command of English and ability to write reports and
compile tables of data.
* Excellent ICT skills.
* Flexibility in attitude and approach to the job.
* Excellent attention to detail and customer service.
* A willingness to learn and a desire to implement a culture of
continuous improvement within their team.
* A willingness to help out other colleagues.
* A strong work ethic is essential.
* Excellent people skills with an ability to work well with others.
TO APPLY PLEASE SUBMIT A CV AND COVER LETTER DEMONSTRATING HOW YOU
MEET THE ABOVE CRITERIA TO **APPLY ON THE WEBSITE**? NO LATER THAN
SUNDAY, FEBRUARY 7TH **APPLY ON THE WEBSITE**.
FIRST YEAR DELIVERABLES
In addition to the day to day responsibilities of working on the
Careline, responding to emails and monitoring the forum/social media
and co-ordinating the service in line with agreed policies and
procedures:
* Support the review of the Careline and implement the agreed quality
improvement plan to enable the Careline to meet international
standards for Helplines.
* Support the development and implementation of a quality manual for
the Careline.
* Manage the introduction of a triage system and embed the system
into agreed Careline. procedures for all staff and volunteers.
* Support the development of a digital knowledge bank for Careline
and Carer Support staff.
We need : English (Good)
Type: Permanent
Payment:
Category: Others
