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name: 'Hourglass Charity',
email: 'volunteers@wearehourglass.org',
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telephone: '0208 835 9290',
contactPerson: 'Maggie Evans',
website: 'www.wearehourglass.org',
description:
'Hourglass is a UK-wide charity dedicated to calling time on the harm, abuse and exploitation of older people. We promote safer ageing and a fairer society for all older people, delivering a range of support services from prevention and early intervention, right through to direct support and recovery.\n\nStaff and volunteers working on our free national Helpline provide confidential advice, information and support to callers from all four nations of the UK.\n\nThe Helpline receives calls from older people, friends and relatives, professionals and agencies who are, or are concerned about, victims of abuse.',
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name: 'Helpline Admin and Data Support Volunteer (Homebased Role)',
shortDescription:
'The Helpline team provides advice, information and support via telephone, email and other online methods to people experiencing, or at risk of, abuse, as well as referring on to other specialist services and organisations.\n\nHelpline, Admin and Data Support Volunteer will play an essential role in helping our Frontline Leads deliver effective, timely, and high-quality services for older victims of abuse. This role supports the smooth running of our frontline operations by providing helpline and administrative assistance, supporting communications, and helping ensure our processes remain up to date and efficient\n',
created: 2021-05-11T10:20:19.034Z,
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contactPerson: 'Maggie Evans',
contactEmail: 'volunteers@wearehourglass.org',
contactTelephone: '0208 835 9290',
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hours: 'Flexible around your availability ',
startDate: 2025-09-09T00:00:00.000Z,
endDate: 2027-05-10T00:00:00.000Z,
whatYouWillBeDoing:
'Helpline calls and enquiries:\n•\tProvide information about support options and safer ageing.\n•\tExplain safeguarding approaches to service users in a way that they can best understand.\n•\tEnsure service users receive advice and support which is appropriate to their needs in a non-judgemental manner and which clearly identifies realistic and achievable options.\n•\tProvide practical and personal support to service users, assessing the nature of each call/enquiry and responding in an empathetic and supportive manner.\n•\tTreat service users with dignity and respect.\n\nMaking referrals:\n•\tMake safeguarding referrals and liaise on behalf of service users who request or require such support.\n•\tNotify the Helpline or other Manager of any circumstances in which there may be immediate risk to a caller and take action as advised and authorised.\n\nSharing and logging information:\n•\tMaintain Helpline records using the Customer Relationship Management (CRM) database and other internal records.\n•\tShare relevant information relating to calls/enquiries with Helpline colleagues in line with organisational practice relating to data protection and confidentiality.\n',
skillsExperienceAndQualitiesNeeded:
'•\tDemonstrate a positive attitude to older people and an interest in challenging abuse and promoting safer ageing\n•\tExcellent listening and communication skills\n•\tMaintain confidentiality\n•\tBe reliable and consistent\n•\tGood IT skills to use in-house systems and maintain records (full training and shadowing opportunities provided)\n•\tUnderstand when it is necessary and seek support from manager or colleagues\n•\tCarry out the role in accordance with Policies and Procedures, including Health and Safety and Equality and Diversity\n•\tAble to recognise and operate within personal and organisational boundaries\n•\tReliable, organised, and able to manage tasks independently with support\n•\tGood written and verbal communication skills\n•\tComfortable using email, Office software (or equivalent), and online systems with support and training\n•\tStrong attention to detail and accuracy\n•\tRespectful, empathetic, and committed to safeguarding older people\n•\tWillingness to learn and follow Hourglass policies and procedures\n\nNo previous experience in domestic abuse or safeguarding is required – full training will be provided.\n\nOffer of volunteer role is subject to:\n•\tMinimum age 18 years +\n•\tVolunteering interview\n•\tPersonal reference checks\n•\tDBS/PVG/AccessNI criminal records checks (if required)\n',
whenAndWhere:
'Fully remote / home based\nOwn access to a laptop or pc and reliable broadband is required\n\n•\tMin. 3 hours per week (am or pm sessions) Weekdays only (9am – 5pm)\n•\tCommit to staying with the service for a minimum of 6 months post training lasting 2 months Total = 8 months\n•\tVolunteer once a week on a day that suits you\n',
supportOfferedExpenses:
'•\t3.5 day (virtual/via video call) core Induction Training Course\n•\tVolunteer Welcome to Volunteering Session\n•\tOpportunities to attend and participate in external training events, conferences, webinars\n•\t1:1 support, reviews and monitoring from the Volunteer Coordinator; frontline staff member, Frontline Managers\n\nExpenses – out of pocket\nPRE-APPROVED:\n*Attending pre authorised events – authorised volunteering travel and meals, refreshments costs will be reimbursed in line with the volunteer policy\n(*if applicable)\n',
volunteerBenefits:
'•\tMake a difference – empowering other to combat abuse and promote safer ageing\n•\tAccess to a range of training options\n•\tUse and develop skills and build confidence\n•\tCreate a network of colleagues and friends\n•\tGain experience of volunteering to develop personal and career plans\n•\tTraining on the abuse of older people, coercive control, and safeguarding practice\n•\tDevelopment in up to date sector specific administrative skills, communication, and working within a frontline support service\n•\tExperience using CRM systems and contributing to the smooth operation of a national charity\n•\tThe opportunity to support older people experiencing abuse and make a meaningful impact\n•\tOngoing support, supervision, and opportunities to grow within your volunteer role\n•\tWritten volunteering reference after successful completion of volunteering for 6 months\n\n',
otherInfo:
'Responsible to:\nEngland: Front Line Manager(s) / Helpline Manager\nScotland, Wales or NI: locally-based Project Co-ordinators; \nVolunteer Co-ordinator',
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