Information & Helpline Manager

1 month ago

Dublin, Ireland Lex Consultancy Full time

Our client, a leading non-profit organisation based in South Dublin, are seeking an  Information & Helpline Manager  to work within their Advisory Services department. The successful candidate will manage a small team and ensure the department is working to be a leading provider of information and support to people (and their families) with a life changing illnesses.

This role is based in Blackrock, South Dublin, working a 2 days on site in office.

Main Duties and Responsibilities:

Develop and implement approved annual work plans for the National Helpline. Manage the day-to-day running of the Helpline to ensure the delivery of the service in line with guidelines, supporting the staff and volunteers to deliver their roles and to act as a point of escalation for the team. Facilitate regular team meetings, one to one staff support and supervision meetings. Plan and deliver recruitment and training plans for new volunteers to meet service demands. Further develop the quality and control systems of the Helpline and maintain the identified quality assurance standard Promote the National Helpline to existing and potential service users and relevant stakeholders and to build the reach of the service nationally. Manage the collection, inputting and reporting of all statistical information from the Helpline. To analyse data and emerging trends from the Helpline CRM system and ensure the delivery of annual report and agreed regular reporting. Deliver talks and seminars to internal and external stakeholders at locations throughout Ireland at information stands, on Mobile Information Service, seminars and events as agreed with line manager. Manage the budgets and budget reporting for the Helpline & Information area

Knowledge/Experience:

Have a primary degree or equivalent; in health sciences, health care or in a dementia area is desirable. Have demonstrated knowledge and an understanding of dementia or other life changing illnesses. Minimum 3 years proven experience providing a support service to people facing a life changing health diagnosis or life event where the provision of information was a core part of the role. An understanding of the issues around the provision of, and access to information and advice service for people with dementia and their families or another health related area. Knowledge of the health sector, voluntary sector and older people issues.

Skills/Competencies:

Excellent project management, organisational and administrative skills. Strong oral communication skills with ability to present, deliver talks. Excellent interpersonal skills with ability lead and motivate a team of volunteers and staff, work with teams internally and externally and develop partnerships. Ability to assess the needs of service users and adopt the service to meet needs in line with organisational policies and strategic plan. Constantly maintains high standards of behaviour and performance, exercising due care and discretion ensuring necessary and sufficient controls are in place to safeguard the integrity of the National Helpline service.

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