To deliver a service that ensures prisoners, people with convictions, families, carers and significant others have access to appropriate advice, guidance, learning opportunities, care and support to better enable them to maintain or enhance positive relationships and lives. To act as Leader. This may involve: Start of the day - opening up the Helplines in the morning, briefing the team on shift, ensuring voicemail messages and emails that have arrived overnight are responded to promptly, seeking additional support if volunteers have not arrived. of the day – ensuring debriefs take place with the team on duty, making sure all paperwork is completed, voicemail is set and the office is appropriately locked up. To supervise volunteers when working on shift in the helpline, and providing support following distressing calls and at the end of shifts. To ensure the service when on is: offering a welcoming service for the families and friends of prisoners and people with convictions, taking in to account their needs and the difficulties they face, and that it is available during the published times and responds in a timely way; providing advice and suggestions to families dealing with imprisonment and convictions, promoting their human rights and ensuring their needs are considered, and views are heard at all levels. To also ensure that the information provided is accurate and up-to-date (in appropriate formats) including about the prisons, the Assisted Prison Visits Scheme and other relevant agencies available to service users. To assist with the recruitment of volunteers and take part in aspects of induction and training to enable them to operate safely, knowledgeably and to the benefit of the service and themselves. To develop positive working relationships with Pact colleagues, relevant agencies and professionals to support the delivery of quality services that will support the reduction of harm caused by imprisonment and convictions. To comply with Pact policies, procedures and guidelines, ensuring compliance with relevant legislation and standards; To participate in fulfilling as agreed by the Family Engagement Manager Helpline Services – To assist in developing referral pathways for families, prisoners and other professionals to access the helpline service, as well as signposts to other relevant services; To deliver casework, carrying out detailed assessments to ensure a positive outcome for service users. Operational planning and performance monitoring To understand the contracted operational requirements and support the team in meeting these. To produce and collate statistics and effectively monitor services, provide regular reports for managers and use the information to identify ways to improve the service. To assist with reports and/or service evaluations through the collection of information about the service, and contribute in identifying ways to improve the service.
To deliver a service that ensures prisoners, people with convictions, families, carers and significant others have access to appropriate advice, guidance, learning opportunities, care and support to better enable them to maintain or enhance positive relationships and lives. To act as Leader. This may involve: Start of the day - opening up the Helplines in the morning, briefing the team on shift, ensuring voicemail messages and emails that have arrived overnight are responded to promptly, seeking additional support if volunteers have not arrived. of the day – ensuring debriefs take place with the team on duty, making sure all paperwork is completed, voicemail is set and the office is appropriately locked up. To supervise volunteers when working on shift in the helpline, and providing support following distressing calls and at the end of shifts. To ensure the service when on is: offering a welcoming service for the families and friends of prisoners and people with convictions, taking in to account their needs and the difficulties they face, and that it is available during the published times and responds in a timely way; providing advice and suggestions to families dealing with imprisonment and convictions, promoting their human rights and ensuring their needs are considered, and views are heard at all levels. To also ensure that the information provided is accurate and up-to-date (in appropriate formats) including about the prisons, the Assisted Prison Visits Scheme and other relevant agencies available to service users. To assist with the recruitment of volunteers and take part in aspects of induction and training to enable them to operate safely, knowledgeably and to the benefit of the service and themselves. To develop positive working relationships with Pact colleagues, relevant agencies and professionals to support the delivery of quality services that will support the reduction of harm caused by imprisonment and convictions. To comply with Pact policies, procedures and guidelines, ensuring compliance with relevant legislation and standards; To participate in fulfilling as agreed by the Family Engagement Manager – Helpline Services To assist in developing referral pathways for families, prisoners and other professionals to access the helpline service, as well as signposts to other relevant services; To deliver casework, carrying out detailed assessments to ensure a positive outcome for service users. Operational planning and performance monitoring To understand the contracted operational requirements and support the team in meeting these. To produce and collate statistics and effectively monitor services, provide regular reports for managers and use the information to identify ways to improve the service. To assist with reports and/or service evaluations through the collection of information about the service, and contribute in identifying ways to improve the service.