Come and join our fantastic team at Scottish Families!

HELPLINE SUPPORT ASSISTANT

  •  35 hours per week (1.0 FTE)
    (Please note this is a readvertisement – the post is now 1.0 FTE)
  •  2 year post
  • £21,848 per annum
  • Plus 4% employer pension contribution
  •  Based: Edward House, Glasgow
    (Staff currently working between home and office due to COVID mitigation arrangements)

This post will provide the first point of contact for families who contact Scottish Families national Helpline service and provide appropriate support and information to meet their needs.

The post-holder will be responsible for providing support and 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). This role is also responsible for delivering an ongoing programme of content revision of Scottish Families’ National Service Directory to ensure all information is accurate and up-to-date, through actively liaising with support services across Scotland. The Helpline Support Assistant role also contributes to supporting our volunteers in their role and handling any escalated complex calls.

The post will be based at Edward House, Glasgow – Scottish Families’ national office. (Please note staff currently working between home and office due to COVID mitigation arrangements). The post holder will be required to work occasional evenings and weekends to support Helpline coverage.  The post will be part of the Scottish Families’ staff team and be supervised by the Helpline Development Officer.

We are seeking applicants who have experience of providing support in a health and social care, mental health, addiction or trauma support service/ organisation; as well as providing support via webchat and online chat methods. Applicants should have knowledge of issues for families affected by substance use; drug and alcohol awareness; and mental health in relation to substance use, as well as ability to listen and support individuals from diverse demographics. Excellent IT skills are essential, particularly use of Microsoft Office (Outlook, Word and Excel). All applicants should be educated to HNC level, vocational qualification (level 3) or hold a relevant professional qualification.

You can find out more information about our work in ‘Change Will Come’, our Strategic Plan 2020-23 and our Impact Report 2020-21.

Please see the job description for detailed information on the role, responsibilities and person specification.

Closing date: 11.59pm, Sunday 26 September 2021

(Applicants being invited to interview will be advised by end of Tuesday 28 September).

Interviews will be held (via Zoom video link) on Wednesday 6 October 2021.

How to Apply:

TO APPLY FOR THIS POST, PLEASE UPLOAD YOUR COMPLETED APPLICATION FORM TO OUR BREATHE HR PORTAL HERE.

You are also required to complete our Equality and Diversity Monitoring Form via the online link given in the Application Form.

PLEASE NOTE: YOU MUST UPLOAD YOUR APPLICATION FORM AT THE SAME TIME AS YOU ADD YOUR PERSONAL DETAILS TO BREATHE, THE SYSTEM DOES NOT ALLOW YOU TO RETURN LATER TO UPLOAD YOUR FORM.

For an informal discussion about this post, or if you have any queries about uploading your forms, please contact:

Suzanne Gallagher, Helpline Development Officer, Email suzanne@sfad.org.uk.

(Please note staff are currently working between home and office due to COVID mitigation arrangements).

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