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Senior Helpline Coordinator

£27,000 - £30,000 per year
Contract (12 months (may be extended))
Job description

Please note this role closes for applications at 9am on Friday 5 January 2024.

Abortion Support Network (ASN) is a largely volunteer-run charity that helps people living in European countries which fail to provide abortion care, to access safe abortions in clinics abroad. ASN provides practical information on the least expensive way to arrange travel and abortion, logistical support, money towards the cost of abortion, travel and accommodation. We currently provide this service to people resident in Poland, Malta, Gibraltar, Ireland, Northern Ireland and the Isle of Man and also elsewhere in Europe on a case-by-case basis. ASN is a member of the Abortion Without Borders (AWB) initiative, which is a coalition of organisations providing information, support and funding to people in Poland who need abortions.  

ASN has a small staff team of 5, no office, and a team of 50+ dedicated volunteers. We pride ourselves on providing a critically needed service and solving problems creatively.   

ASN works alongside external partners and grassroot activists in European countries to provide immediate tangible support to people who would otherwise be forced to continue a pregnancy. One of the things our staff and volunteers value about this work is how we make a real difference to people’s lives.   

About ASN’s Helpline 

The Abortion Support Network helpline comprises three volunteer teams:  

  • the phoner team, who communicate with clients and undertake casework 

  • the accommodation team, who research and book travel and accommodation for clients at the request of the phoner team  

  • the translation team, who provide written translation of client documentation, such as medical documents and letters 

There are currently approximately 40 volunteers across these teams, supported by two members of staff, ASN’s Service Manager and Senior Helpline Coordinator (Phoner Team). The Senior Helpline Coordinator (Accommodation & Translation) will work closely with the other two roles, and will have a particular focus on supporting our accommodation team and our translation team.  

A typical helpline shift runs for one week, from Wednesday morning to Tuesday evening. The shift is staffed by a small team of three volunteer phoners, one accommodation volunteer and an on-call duty manager. All helpline work must take place between set hours (currently 9am-8pm on weekdays and 10am-1pm on weekends) but aside from this, volunteers choose the hours they wish to work, giving around one hour a day for the duration of the shift. The translation team undertake written translations (mostly medical documents) as and when required and this work is allocated by the on-call manager.  

The role of on-call manager will be shared equally between the two Senior Helpline Coordinators, with the Service Manager providing emergency cover where required. Whilst on-call to the helpline, the Senior Helpline Coordinators provide support to all frontline volunteers on the shift, offering guidance on complex cases where needed, approving client grants and acting as the credit-card holder for payments.   

The helpline is contacted by over 1000 people a year; the service is the link between people in difficult circumstances and the funding and information that can help them access a safe and legal abortion. 

Posted on: 17 November 2023
Closed date: 04 January 2024 at 23:59
Tags: Advice, Information, Volunteer Management