Responsible to:Helpline & Development Manager
Job Summary:Families Outside is the only national charity in Scotland that works solely to support families affected by imprisonment. This post delivers a key function of our work, namely staffing the national Families Outside Support & Information Helpline.
Salary:SJC scaleAP2, updated annually subject to appraisal and where funds allow. Salary will be placed according to qualifications and experience.
Hours:24 hours per week (worked sessionally) with flexibility to work some additional hours, covering annual leave, meetings etc.
Location:This postis based at the Families Outside office in Edinburgh.
Probation: A probationary period of 6 months will apply.
Holidays:25 working days per year pro rata, plus 10 Public Holidays increasing to 27 days after 5 years of service or at the top of the scale, whichever comes first.
Pension:4% employers’ contribution stakeholder pension. Individual staff can choose their level of contribution.
All staff are subject to a criminal records check from Disclosure Scotland. A previous criminal record does not automatically prevent someone from qualifying for this post. Each case will be assessed on its own merits.
Key tasks, duties & responsibilities1 / Provide telephone support to families affected by imprisonment and the professionals who work with them.
2 / Provide accurate information for callers and to refer to Family Support Coordinators, other agencies and organisations where necessary.
3 / Ensure all calls are accurately recorded on the helpline database, and complete any related actions in a timely manner.
4 / Bring to the attention of the Helpline & Development Manager, or in the Manager’s absence, the Chief Executive, any situation which may compromise the Helpline’s position.
5 / Participate in any consultation processes relating to the development of the Helpline through the Helpline & Development Manager.
6 / Collate/record all referrals made to external agencies.
7 / Contribute to and assist with the development and dissemination of helpline publicity material .
8 / Ensure that Support and Information Helpline resources are both accurate and current.
9 / Provide administrative support where required.
Key tasks, duties & responsibilities - General
1 / Adhere to all Families Outside organisational policies and to work within the aims and objectives of the charity.
2 / Assist in statistical monitoring and reporting of outcomes as required.
3 / Attend relevant and appropriate training courses.
4 / Participate in staff meetings and in Families Outside events as required.
5 / Seek support and help from line manager when appropriate and necessary. Regular development sessions will be given, and the opportunity to debrief at other times will be paramount.
6 / Undertake any other reasonable duties as required. (Additional duties will be to cover unforeseen circumstances or changes in work and will usually be compatible with the regular type of work. If an additional task or responsibility becomes a regular or frequent part of the job, it will be included in the job description in consultation with the post holder.)
Person Specification - Selection Criteria / Essential / Desirable
EDUCATION / Relevant qualification, e.g. health or social care / *
PREVIOUS EXPERIENCE / Experience of providing support to vulnerable families / *
Experience of working on a telephone helpline / *
Some knowledge of the criminal justice system / *
Relevant experience with families and/or prisoners / *
SKILLS AND ABILITY / Communicate effectively by telephone, especially by listening / *
Understand and empathise with the needs of prisoners’ families / *
Be computer literate / *
Work as part of a team / *
PERSONAL QUALITIES / Be honest, punctual, reliable and trustworthy / *
Have a non-judgemental approach / *
Be flexible / *
Maintain confidentiality / *
Be willing to undertake relevant training / *