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.

Volunteers are a vital part of our work providing information, advice and support for people with criminal records. Our helpline advisors are the first point of contact for anyone seeking clear advice, support and answers about life with a 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 4-4.30pm. 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.