Helpline advisor jobs in bristol, city of bristol

This is a new role within the Bereavement Support Service proactively engaging bereaved families with the support service, respond to bereavement support digital enquiries, working in a team to deliver and ensure anyone seeking advice and support on bereavement is given a high-quality service in a timely way.

The aim of this post is to provide consistent, high-quality emotional support via digital channels to bereaved families who seek support from the Lullaby Trust.

Main duties and responsibilities

1. Proactively engage bereaved families with the support service, respond to bereavement support digital enquiries, working in a team to deliver and ensure anyone seeking advice and support on bereavement is given a high-quality service in a timely way.

· Assist with the setting up of new digital channels to be used by the Lullaby Trust to answer and respond to bereaved families.

· To be the primary contact for the bereavement support digital services including WhatsApp, text, webchat and other social media channels.

· Proactively engage with bereaved families through social media and other online platforms.

· Ensure any safeguarding concerns are actioned in accordance with the organisations Safeguarding policy.

· Send materials to bereaved contacts, including bereavement packs and follow up emails and ensure all documents and databases are updated with each contact in line with the department guidelines, including Raiser’s Edge, Excel databases.

· Cover and answer the bereavement support helpline and online enquiries responding within the set guidelines and KPIs for the department.

· Ensure any messages on Bereavement Support Facebook Groups are monitored and advice is given via befrienders where appropriate.

· Attend face to face events for bereaved families including family days and memorial events when needed.

· Work with Income and Engagement Team around social media bereavement support content/posts.

2. Deliver and run live bereavement themed sessions on social media

· Run monthly live sessions on social media on bereavement topics/themes, responding to comments and messages during and after the sessions, ensuring anyone seeking ongoing support is responded to and referred to relevant services .

· Work with the Engagement Team to promote live session.

· Facilitate monthly remembrance sessions.

3. Ensure the bereavement support services are promoted to those bereaved and to professionals working with bereaved families

· Assist with the recruitment and facilitation of Bereaved Families’ Panel.

· Keep up to date with the bereavement support world including joining National Bereavement Alliance, Child Bereavement Network and research around grief and bereavement.

· Attend events as required to represent the Lullaby Trust’s bereavement support services.

4. Maintain accurate records throughout all services, complying with the organisation’s recording and reporting requirements

Maintain ongoing knowledge and training on the Lullaby Trust’s advice and the scientific knowledge behind this advice.

Collate statistics, as required on areas of work within the support services team.

Assist with the services’ evaluation and impact processes.

Provide other administrative support to the team as required.

Other:

Attend and participate with external supervision sessions, managerial supervision and team and organisational meetings.