Title: Helpline Worker

Closing Date: 10th May 2019

Based in Family Mediation Northern Ireland (FMNI)
Rights House, 127-131 Ormeau Road
Belfast
BT7 1SH

Responsible to:
FMNI Director

Job purpose:
FMNI is the lead agency for the delivery of family mediation and the key training
provider of mediators in NI. FMNI provides a family mediation service to separating
and divorcing parents and others involved in family disputes at venues throughout NI.
The purpose of the post is

  • To respond to enquiries by phone and e-mail.
  • To inform callers of services available and assist access to those services
  • To support the Coordinator and the Mediation Team to maintain accurate
    records.
  • The role is a varied and challenging one that requires emotional resilience,
    initiative, significant organisational skills and commitment to supporting Service
    Users, Coordinator and Mediators.

Main tasks:
Direct Client Support.

  • Supporting parents & family members to access services via telephone, e-mail
    and website
  • Scheduling initial appointments for ‘intake’ clients.
  • Booking venues throughout NI for client access to service
  • Liaise with clients and mediators to allocate initial appointments
  • Responsible for appropriate response to client voicemail messages.
  • Corresponding with clients by text, e-mail, phone and letter
    Data Administration
  • Ensuring maintenance and confidentiality of filing system & Database adhering
    to GDPR standards
  • Updating Database for monitoring purposes
  • Ensure daily appointment text reminders are issued
  • Collate client evaluation feedback
  • Collation of target outcomes
  • Statistical collation to inform Director, FMNI Board and Funders
    Other Duties
  • To contribute to promotion of FMNI Services
  • To assist with other duties related to organising events i.e. internal
    training/CPD

Hours:
35 hours per week

Salary:
NJC pt 23 , £22462 per annum

JOB SPECIFICATION

(144kb .pdf download)

APPLICATION FORM

(82kb .doc download)

Please return completed Applications to:

Family Mediation Northern Ireland (FMNI)
Rights House, 127-131 Ormeau Road
Belfast
BT7 1SH

CRITERIA MAY BE ENHANCED IF REQUIRED

Qualifications:

Essential:

  • Five GCSE passes at Grade C or above (or equivalent) including English and Maths
  • Recognised Helplines training
  • RSA / OCR Stage II in Word
  • Processing or European Computer Driving Licence (or equivalent)

Desirable:

  • Designated Child Protection Training
  • Third level qualification
  • Recognised Counselling Skills qualification
  • Mediation skills training
  • Advice Services training

Experience:

Essential:

  • At least 2 years’ experience of working in a Helpline, Family Support role or similar post plus
  • Telephone experience with a potentially highly emotional client group
  • Experience of working in a confidential environment.
  • Administrative experience, database maintenance, statistical collation.
  • Experience of dealing with a multitude of tasks in a methodical way and ability to prioritise in a demanding environment

Desirable:

  • An understanding of the roles, links and differences between the voluntary, statutory and private sectors.
  • Experience of working in the voluntary sector

Key Competencies and skills

Essential:

  • Excellent organisational skills
  • Competency in Microsoft Office, Database & file maintenance
  • Effective communication skills with clients and professionals, written and oral.
  • Ability to work effectively with an internal team and sessional providers
  • Emotionally resilient
  • Knowledge of safeguarding
  • Ability to build effective working relationships

Desirable:

  • Knowledge of issues relating to high conflict separation/divorce and its effects on children and families
  • Knowledge of relevant resources and agencies in the community
  • Knowledge of GDPR