Volunteer

Description

National Support and Referral Line - Nationwide

At a glance

Min Hours: 2 hours weekly
 

Tasks:

What is the National Support and Referral Line?

On 9th March 2020, ALONE launched a new National Support and Referral Line (NSRL), as part of our support to older people, who may have concerns or are facing difficulties in Ireland. The NSRL is open Monday to Sunday, 8am-8pm by calling 0818 222 024. The role requires taking calls that come through to the NSRL and acting as the first point of contact to ALONE.
As an NSRL volunteer, you will provide a listening ear, information, and support for older people in a warm, friendly, and professional manner. Please note there may be challenging calls including issues regarding mental health and suicidal ideation. ALONE staff will always be there to support you in dealing with difficult situations.
 

What will you be doing?

• Helping access information for the older person as required
• Logging all calls into a computer logging system
• Logging support requests for ALONE’s other services such as Support Coordination or Telephone Befriending
• Reporting any concerns regarding an older person’s health, safety, or welfare to the NSRL Coordinators
• Acting in a friendly but professional manner on the NSRL; thus ensuring it is a positive experience for the older person
• Being mindful of the general wellbeing of the older person and provide a positive experience during the call
• Working as a member of a team with staff and other volunteers and participate effectively in team meetings when required
• Attending training and following the ALONE guidelines throughout your time with ALONE
• Participating in ALONE volunteer surveys and potentially assisting ALONE with delivery/completion of surveys to Older People
• Participating in check-in calls with NSRL Coordinator to discuss any issues or address any challenges you may be facing in your role
• Helping answer queries from older people regarding provision of official information from the HSE or other official sources. This will be provided to you
• Signposting to other relevant organisations

About Us

ALONE is a national organisation that supports and empowers older people to age happily and securely at home. We support individuals and their families, work with other organisations, and campaign nationwide to improve the lives of older people. We work with all older people, including those who are lonely, isolated, homeless, living in poverty, or are experiencing other difficulties. We support them through these challenges to help them find long term solutions.

Activity

Advice, information and support

Where

Volunteering from home

What's Required

• What do you need for this role?
• A genuine interest in the welfare of Older People
• A caring, understanding, and friendly attitude
• Good level of spoken and written English
• A competency in using different software systems. You will receive training in Salesforce, Teams, IP Telecom, but will be expected to know how to navigate Outlook Email. You will have to be able to use all systems during each shift
• To be non-judgemental and respect the confidentiality of the older person and of all records that you come into contact with
• Ability to follow directions and agreed guidelines/protocols and work as part of a team
• To be patient, reliable and have good listening and communication skills 

It is essential that the volunteer has a laptop / computer and high-speed broadband (Calls are answered through the laptop / computer so it must be compatible.) and access to a space where calls can be answered in a confidential and private manner.

 

What is involved?

It is essential that NSRL volunteers commit to a minimum of one 2-hour shift per week for a minimum of 6 months.

The shifts are Monday - Sunday – One x 2-hour shifts between either 8am – 10am / 10am – 12pm / 12pm – 2pm / 2pm – 4pm / 4pm – 6pm/ 6pm – 8pm
 

Level of English Required

Intermediate English

Age Restrictions

Over 18

Time and Commitment Required for this Role

Minimum time commitment: 6 months
Hours required: 2 hours weekly

Screening Details for this Role

• Garda Vetting
• Informal Interviews
• References
• Application Form
• Identification Check (photo ID etc…)

Volunteers will be Provided with the Following Supports

• Support/ advice/ recognition
• Initial induction and training
• Insurance cover
• Ongoing training opportunities

Benefits You Will Receive as a Volunteer

• The opportunity to make a real impact to the lives of older people.
• Initial and ongoing training
• Insights and understanding about social inclusion issues.
• Opportunity to progress into other roles in ALONE
• Opportunity to develop your leadership skills.
• A chance to be part of the ALONE volunteer community.
• Certificate of volunteering (minimum 3 months of volunteering required for the certificate to be issued)

Is training provided?:Yes

Please note that Garda Vetting is required for this position which will be processed with you after you apply.

Tasks that the volunteer(s) will be expected to undertake:

• Helping access information for the older person as required
• Logging all calls into a computer logging system
• Logging support requests for ALONE’s other services such as Support Coordination or Telephone Befriending
• Reporting any concerns regarding an older person’s health, safety, or welfare to the NSRL Coordinators
• Acting in a friendly but professional manner on the NSRL; thus ensuring it is a positive experience for the older person
• Being mindful of the general wellbeing of the older person and provide a positive experience during the call
• Working as a member of a team with staff and other volunteers and participate effectively in team meetings when required
• Attending training and following the ALONE guidelines throughout your time with ALONE
• Participating in ALONE volunteer surveys and potentially assisting ALONE with delivery/completion of surveys to Older People
• Participating in check-in calls with NSRL Coordinator to discuss any issues or address any challenges you may be facing in your role
• Helping answer queries from older people regarding provision of official information from the HSE or other official sources. This will be provided to you
• Signposting to other relevant organisations

Benefits of Volunteering:

• The opportunity to make a real impact to the lives of older people.
• Initial and ongoing training
• Insights and understanding about social inclusion issues.
• Opportunity to progress into other roles in ALONE
• Opportunity to develop your leadership skills.
• A chance to be part of the ALONE volunteer community.
• Certificate of volunteering (minimum 3 months of volunteering required for the certificate to be issued)

Details of time commitment needed for role:
It is essential that NSRL volunteers commit to a minimum of one 2-hour shift per week for a minimum of 6 months. The shifts are Monday - Sunday – One x 2-hour shifts between either 8am – 10am / 10am – 12pm / 12pm – 2pm / 2pm – 4pm / 4pm – 6pm/ 6pm – 8pm

Minimum time commitment per week:
2 hours p/week

Additional screening required for this role::
• Garda Vetting • Informal Interviews • References • Application Form • Identification Check (photo ID etc…)

Sustainable Development Goal:

Hei:
ATU - DONEGAL, ATU - GALWAY, ATU - MAYO, ATU - SLIGO, ATU - ST ANGELA'S, DUBLIN CITY UNIVERSITY, TU DUBLIN, UNIVERSITY COLLEGE CORK, UNIVERSITY COLLEGE DUBLIN, UNIVERSITY OF GALWAY, UNIVERSITY OF LIMERICK