Role

We are recruiting – come and join Scottish Families!

We are seeking a Helpline Support Worker (0.8 – 1.0 FTE) to support a number of national programmes and services, including Scottish Families Helpline, Click & Deliver Naloxone, and Bereavement Support services. The post operates as the first point of contact for family members (age 16+) affected by someone else’s alcohol or drug use, and others contacting our Helpline and associated services. 

The role includes: 

• Helpline & National Support: Providing empathetic support and accurate information, signposting enquiries, taking referrals and all associated administrative processes associated with Scottish Families’ national Helpline. The Helpline contact will be multi-channel (phone and online communication, including email and webchat). 
• Bereavement Service Support: Conducting virtual assessments, delivering short-term bereavement support. 
• Click and Deliver Naloxone service: Fulfilling Naloxone orders for family members (age 16+) and others resident in Scotland, ensuring data is captured accurately, and supporting overall programme delivery.
• Scottish Families’ Service Directory: Delivering an ongoing programme of content revision of Scottish Families’ National Service Directory to ensure all information is accurate and current, through actively liaising with support services across Scotland. 
• Volunteers: Working in conjunction with the Befriending & Volunteering Assistant, supporting our volunteers in their role and handling any escalated complex calls.

The post is located at Edward House, Glasgow – Scottish Families’ national office. Note that staff work flexibly between home and office, but the post-holder is expected to work in the office at least two days a week. The postholder will be required to work some early evenings and occasional weekend hours to support planned Helpline coverage and event commitments. The post will be part of the Scottish Families’ staff team and be supervised by the Development Officer (National Support and Harm Reduction).

We are seeking applicants who are educated to HNC level or equivalent, with experience of providing support and information within a helpline or telephone capacity, and providing support in a health and social care setting. Applicants should have knowledge of issues for families affected by substance use, as well as the ability to listen to and support individuals from diverse demographics, and excellent IT skills, particularly use of Microsoft Office (Outlook, Word and Excel). We are seeking applicants with the ability to identify and evaluate risk relating to safeguarding; an empathetic, non-judgemental approach; and the ability to work in a team and work independently.

Application notes

Please see https://www.sfad.org.uk/about-us/work-with-us for more information and application details. 

Closing date: 11.59pm, Sunday 10 November 2024

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