Macmillan Support Line Volunteer (Evenings)

Volunteer role description

Opportunity title

Why do we need you?

One in three of us will get cancer and for most people it is the most difficult thing they will ever face. Macmillan Support Line (MSL) provides clinical, financial, practical and emotional support to anyone affected by cancer, for as long as they need us by phone, email and web activity.

Meeting the needs of people affected by cancer means being able to answer more telephone calls each year, with a high level of support, care and customer service. When people affected by cancer pick up the phone and call the Macmillan Support Line, we need people who can provide animmediate and caring voice. The more volunteers who get involved, the more people affected by cancer we will be able to help.

We constantly keep this service and the contribution of volunteers under review, and your input willhelp us develop their effectiveness going forward.

How much time should you offer? When would you be needed? Where will you be based?

This role is based at our Head office: 89 Albert Embankment, Vauxhall, London, SE1 7UQ.

We are looking for a commitment of attending one volunteering shift per week, and we are currently looking for volunteers for evening shifts which are 5.45pm – 8.15pm.

We are looking for people to make a regular commitment for at least 6 months to enable you to get themost from the training offered. There may be opportunities to volunteer for occasional day time shifts after induction.

What activities will you be involved in?

Supported by an appointed Team Leader,Macmillan Support Line Volunteers will take incoming calls from people affected by cancer, and may potentially involve outbound call work to people who have previously used the Macmillan support line and might need further help.

A key part of the role will be to act as a point of contact for calls coming through to the Macmillan Support Line by:

Providing an immediate, warm and caring voice for people affected by cancer
Identifying who callers are, by asking appropriate security questions, to ensure individual data and confidentiality are protected
Ensuring new callers personal details are captured on the electronic customer database (Microsoft Dynamics Customer Relationship Management (CRM) system)
Making an assessment of need during each call, and based on the assessment, pursue the appropriate action, including transferring the call onto one of the specialist teams providing clinical, emotional, practical and financial support, setting up a diarised call back at a later date, or closing the call where possible: for example, arranging for a publication to be posted out;or signposting callers to services and support in their area
Maintaining a close eye on volumes of incoming calls, maintaining close contact with the Team Leader, to understand how many calls are coming through
Attending briefings and any peer support sessions organised
Develop relevant key skills and knowledge of Macmillan’s work supporting people affected by cancer
Acting as a role model in order to encourage and empower others to volunteer
Supporting the team and contributing to the overall service

Please note that some calls will be emotionally demanding. You will be fully supported in taking telephone calls and you won’t be asked to provide in-depth emotional support to callers.

What can you gain from this opportunity?

There are a number of benefits including:

Being part of an enthusiastic team that is dedicated to helping others
Meeting and working with new people
Making a difference to the lives of people affected by cancer
The opportunity to utilise or develop your inter-personal, administrative, customer service and IT skills
The opportunity to boost your CV
Reasonable out-of-pocket expenses will be reimbursed according to guidelines

Is there an induction and training?

You will receive full induction when you start and the training you need to complete the role. This will consist of e-learning, five induction workshops, and will cover topics such as:

Introduction to Macmillan and boundaries of the role
Health and Safety induction
Confidentiality and Data Protection
Call Listening and Safeguarding Policy
Listening and Responding
Opening and closing calls

The induction workshopsare mandatory. To complete the induction you need to attend five workshops split over two consecutive evenings.

You will need to ensure you are available to attend all of the following datesbefore you apply:

Evening workshops(NB Each of these workshops is completed over two evenings):

Tuesday 26th May & Wednesday 27th May (6pm – 9pm)
Tuesday 2nd June & Wednesday 3rd June (6pm – 9pm)
Tuesday 9th June & Wednesday 10th June (6pm – 9pm)
Tuesday 16th June & Wednesday 17th June (6pm – 9pm)
Tuesday 23rd June & Wednesday 24th June (6pm – 9pm)

It is important to complete all training modules; otherwise we will not be able to continue with your induction. However, there is flexibility and modules do not need to be done in strict order. There will also be a minimum of four shifts where you will be mentored by an experienced member of the team whilst taking calls, before you will be expected to take calls solo. Please get in touch if you have any questions about the training or if you cannot attend the dates noted above.

What skills and abilities are we looking for?

Warm and caring, someone who can help us offer a supportive, friendly telephone service
Strong telephone skills; able to listen effectively and help direct people to the help they need
Able to work with a range of people and willing to learn
An ability to receiveand respond positively to regularconstructive feedback on performance. This will be given throughout induction and beyond
An interest in cancer care and the services that Macmillan provides
Someone who can manage multiple work activities, including ensuring key information from telephone calls is captured on our database
An ability to adhere to Macmillan’s policies including health and safety, equal opportunities, confidentiality and financial guidelines

Who should you contact? What are the next steps?

You will need to complete an application form, available online (just click ‘apply here’ if viewing this role description from our website).

For more information about how to apply or about the role, please contact:

Josie Ray on or 0207 091 2434.

In your application please provide details of how you fit the skills and abilities that we are looking for, as detailed above. If this, and your availability, matches what we can offer, applicants will then be invited to attend a Recruitment Evening. These will be taking place at our Head Office in Vauxhall at the following times:

Thursday 16thApril, 6.00pm – 8.00pm

Tuesday 21st April 6.00pm – 8.00pm

This will offer a chance for you to find out more about the service and what we’re asking for, and for our team to assess your ability to do the role. For this reason, attendance at one of these evenings will be necessary to continue your application so please make sure you can attend before you apply.

Following this, applicants who display the suitable skills and commitment will have an interview with our Support Line team.

Good luck with your application, we look forward to hearing from you!