Volunteer Helpline Advisor

Unlock is an innovative, independent charity that provides information, advice and support to people with a criminal record, their friends, family and supporters.

Our knowledge and insight helps us to work with government, employers and others, to change policies and practices to create a fairer and more inclusive society so that people with a criminal record can move on in their lives.

Our helpline advisors contribute to the practical support that we offer people with a criminal record and make the charity the go-to place for individuals seeking information and advice in overcoming the effects of their criminal record.

Main responsibilities and tasks

• Act as first point of contact for new and existing clients from various channels including telephone, email, WhatsApp, live chat, prioritising urgent cases when necessary.
• Providing information and advice on a range of issues such as criminal record checks for employment, disclosure of criminal records, applying to college/university, travelling abroad with a criminal record.
•  Signpost clients to alternative sources of support when Unlock are unable to assist.
•  Provide emotional support as well as practical support to clients who present with complex issues.
•  Share experiences with other helpline advisors and participate in team meetings, voicing any concerns regarding the impact of a call upon you personally.
•  Ensure clients are treated with dignity and respect taking account of the need for equality and diversity in the way in which clients are assisted.
•  Keep accurate and timely records ensuring high quality data is input on our CRM system for the purpose of continuity of work, information retrieval, statistical monitoring and report preparation.
•  Keep up to date with policies and procedures relevant to the role and undertake any relevant training.

Commitment

Ideally two-days per week (one day per week minimum), 9am to 4-5pm. Minimum 6 months.

What you will receive from us?

• Full role specific training will be provided which will include training refreshers as and when necessary.
• An opportunity to study for an NVQ Level 2 in Advice and Guidance.
• Travel costs up to a maximum of £20 per day.

Person specification – skills & experience

• Be a person with a criminal record.

• Good IT skills – including Microsoft Office and a knowledge/understanding of databases.

• Confident in communicating by email, telephone, WhatsApp etc.

• Experience of carrying out administrative tasks.

• Empathetic with excellent listening skills and the ability to be non-judgemental.

• Ability to cope with a busy and demanding workload.

• Flexible attitude towards work, with the ability to adapt to change.

• Ability to prioritise own workload.

• Ability to work with colleagues as part of a small team.