Services Support Officer (part-time)
About Arthritis Ireland
Arthritis Ireland is a national patient organisation dedicated to improving the quality of life of people living with arthritis. Arthritis affects almost one million people in Ireland, including 1,200 children and young people, damaging joints, causing severe pain, stiffness, immobility and deformity. By 2030, one in four Irish people will have doctor-diagnosed arthritis. Arthritis is the single biggest cause of disability in Ireland. It does not discriminate and affects anyone from the new born right through to the elderly. Arthritis takes away people’s dignity by preventing them from doing basic, everyday tasks.
Arthritis Ireland is working in communities across the country providing education and support to help people effectively manage their condition, to remove the pain and social isolation caused by the disease and to ensure people remain active and doing the things they love. We actively drive grassroots advocacy so that the voice of people with arthritis is heard and understood. Our vision is a world free of arthritis and to this end we are investing in research to find better treatments and ultimately a cure.
About the role
As services support officer (including peer-to-peer support and helpline management) you will be the frontline support for Arthritis Ireland’s services for people with arthritis. The ability to communicate and integrate with our team and a wide variety of external supporters and volunteers is essential to being successful in this role. The successful candidate must be able to hit the ground running and be capable of managing projects without supervision. We value flexibility, attention to detail, bright ideas and willingness to go the extra mile.
Arthritis Ireland helpline:
- Oversee all calls and emails to the Arthritis Ireland helpline
- Recruit, train, coordinate, supervise and support helpline volunteers
- Organise external and internal training and regular team days for helpline volunteers
- Maintain the helpline database, including call logs and required documentation
- Coordinate weekly, monthly and annual statistics on helpline calls and demographics
- Assist with the preparation of reports, submissions and policy work
- Develop and implement policy, best practice and procedures for the helpline
Peer mentoring programmes:
- Oversee the development and roll out of Arthritis Ireland’s peer mentor and iPeer mentor programmes
- Recruit, train, coordinate, supervise and support peer mentors
- Organise regular training for peer mentors including an annual support day
- Coordinate monthly and annual statistics on service usage
- Proactively use the peer mentor database to match current mentors with new service users requiring support
- Assist in the organisation of and attend Arthritis Ireland’s information events
- Develop promotional materials and marketing events and activities
- Manage a service budget and invoice tracking
- Keep services database up-to-date
- Deal with phone and email enquiries relating to Arthritis Ireland services
- Write content for and update website, magazine and ezine relating to Arthritis Ireland services
The role requires:
- Ability to deal appropriately with a broad spectrum of people
- Ability to empathise with people in difficult situations while maintaining professional perspective
- Highly developed interpersonal skills and excellent communication skills
- Ability to maintain confidentiality and appropriate boundaries with service users
- Excellent facilitation, negotiation and problem-solving skills
- Excellent administrative skills, disciplined attention to detail in record keeping, experience in using client database software
- Ability to work as part of a team
- Demonstrated computer literary in the use of general office software
Note: a background in counselling, psychology or social sciences and/or experience working on a helpline or similar would be a distinct advantage.
- Report to: Services Manager
- Hours: 25 hours per week.
- Salary: €17,150
- Based: Arthritis Ireland, 1 Clanwilliam Square, Grand Canal Quay, Dublin 2 D02 DH77
Please send your CV with cover letter to Bronwen Maher, Services Manager, email@example.com no later than 12 noon, Friday 1 March 2019.
Arthritis Ireland is an equal opportunities employer.