Helpline volunteer job description

Purpose of volunteer post:

The Dementia Helpline is part of the Information Department, which is part of the Public Policy Section of Alzheimer Scotland. Dementia Helpline volunteers are responsible for taking calls from carers, relatives, people with dementia, professionals, students and anyone else seeking information or emotional support to do with dementia.

Responsibilities:

1. All Helpline volunteers

a) To answer Helpline calls from carers and professionals and provide emotional support and accurate information.
b) To research information required by callers.
c) To make an accurate record of every call and carry out any action required or ensure it is passed on for action.
d) To ensure caller confidentiality within the Helpline team.
e) To give reasonable notice of non-availability.
f) To seek back-up and support from the Helpline Manager when required.
g) To carry out monthly amendments provided by the Helpline Manager to the Helpline manual to maintain its accuracy.
h) To attend training sessions.

2. Home volunteers

a) To work from home without direct supervision.
b) To telephone all urgent actions required to the Helpline Manager or Helpline Assistant or office Helpline volunteer on the next working day.
c) To return all call record sheets promptly to the Helpline Office.

3. Office volunteers

a) To dispatch correct information and publications to callers.
b) To provide information to personal callers to the office.
c) To contribute to the general administration of the Helpline.

Hours of work

Office volunteers: one morning or afternoon per week (4 hours) or as arranged.

Home volunteers: The hours worked will vary for different volunteers. They range from 2-4 hour shifts between 7am and 10pm, or overnights from 10pm – 9am. It’s also possible to be flexible within those times, varying start or finish times. Volunteers are expected to do a minimum of 2 shifts per month

It may be possible to vary start or finish times and to work more or less frequently by arrangement.

Accountability:

Helpline volunteers are accountable to the Helpline Manager.

This job description is open to review by the organisation at any time.

The Dementia Helpline is a member of the Telephone Helplines Association

For more information contact the Helpline Manager or Helpline Assistant:
0131 243 1453 or e-mail: alzheimer@alzscot.org

Complete an on-line application to volunteer