Volunteer Duty Worker Support

Purpose of role:
At Change Grow Live we strive to ensure our services are warm and welcoming environments.

Your role as receptionist/duty support is to be the first point of contact within the service greeting all our visitors promptly in a friendly and courteous manner.

Duties for the post include dealing with initial queries, coordinating appointments, sign-posting to support available within the service and the community.

Key Activities:
• As first point of contact, ensure service users and other visitors receive a friendly and efficient service and that all visits are dealt with promptly and courteously.
• Support the duty worker with Needle Exchanges, Blood Borne Virus Screens, and Drug Screening when required.
• Advising keyworkers that service user has attended for scheduled appointments.
• Advising managers on visitors who have attended the service for scheduled meetings.
• Contribute to the improvement and upkeep of client areas, ensuring that the reception area is welcoming and tidy.
• Contribute to maintaining the client information displayed in the reception area is tidy, current and relevant.
• Encourage service user feedback and the use of the suggestion box to all clients accessing the service.
• Providing basic advice and information on the service offer.
• Maintain accurate records of all contacts on our case management systems.

General terms of reference:
In carrying out the above duties the post holder will:
• To help Change Grow Live fulfil its role in offering the best service to our clients.
• To perform your volunteering role to the best of your ability.
• To follow the Change Grow Live’s procedures and standards, including health and safety and equal opportunities, in relation to our staff, volunteers and clients.
• To maintain the confidential information of Change Grow Live and of our clients; adhering to Change Grow Live’s policies and procedures.
• To meet the time commitments and standards which have been mutually agreed and to give reasonable notice so other arrangements can be made when this is not possible.

Person Specification

Education Knowledge and Experience:
• Ability to work with professional boundaries
• Confidence to deal with enquiries on the phone and in person
• Good verbal communication skills
• Excellent time management skills, and an ability to work on own initiative prioritising accordingly.
• Good organisational skills
• Ability to respect and maintain confidentiality

This post is subject to a DBS/PVG check at a basic level.