Torquay, Torbay
Permanent, Full-time
Job description

Community Helpline Volunteer Coordinator – Full time

The Torbay Community Helpline was established to respond to the Covid 19 Pandemic. Over the past 18 months the Helpline has provided help and support to over 5,000 vulnerable individuals in the Bay with the support of 1,700 volunteers in the community and over 60 voluntary sector organisations. The Helpline has become a ‘front door’ to the support services that are available in Torbay. Following consultation the Torbay Health and Wellbeing Voluntary Sector Network has decided to retain the Helpline for the post Covid period and beyond. Currently managed by the Torbay Community Development Trust the Helpline is now being restructured for the future and we seek some exceptional individuals to take this innovation forward alongside our Helpline Manger. Our Volunteer Coordinator will be responsible for the recruitment and retainment of the central Helpline Volunteers, particularly our volunteer call handlers, and developing the volunteer opportunities in line with the requests through the Helpline. 

Job Decsription

Job Title: Torbay Community Helpline Volunteer Coordinator

Base: Torbay Community Development Trust

Responsible to: Helpline Manager

Responsible for: Central Helpline Volunteers

Salary: £22,145

Hours: 37.5 hours per week to include some evening working (approximately 3 evenings per month)

Contract: Permanent

Please note the Torbay Community Helpline is a partnership initiative of the Torbay Health and Wellbeing Voluntary Sector Network. It is currently managed by the Torbay Community Development Trust on behalf of the Network.

Key Purpose of Job

Co-ordinates volunteering positions for Torbay Community Helpline, including recruitment, retention, oversees training, mentoring and supervision to include personal development, manages relationships between volunteers and charity organisations, maintains volunteer related organisational policies and procedures including adherence, and promotes the organisation and its volunteer accomplishment

Anticipated Outcomes of Post

  • A friendly, efficient, comprehensive first point of contact for Torbay Community Helpline volunteers.
  • The Helpline has sufficient trained and available volunteers to deliver community helpline call handling incorporating additional demand as the system transforms to become the front door for all people in need in partnership with public agencies
  • Helpline volunteers are coordinated, trained, supported and valued
  • A consistent focus upon increasing quality of delivery from the volunteer team.

Key Duties and accountabilities of the post

  • Assesses organisational and programme needs to determine number and range of volunteers needed for the community helpline call handling, including...
  • Consults with colleagues to create descriptions for all volunteer positions
  • Manages creative approaches to volunteer recruitment,  including advertising,  selection through interview, and matching  to appropriate roles
  • Design, develop and implements induction materials, including handbooks, skills analysis, training programmes, and supporting toolkits
  • Deliver the induction programme, or supports the wider team to deliver
  • Co-ordinates, co-designs and co-delivers volunteer training with Torbay Advise Network
  • Design, develop an implement ongoing volunteer policies and procedures, helpling to ensure adherence through regular mentoring and supervision sessions
  • Supports volunteers by way of mentoring and supervision sessions to assess progress, satisfaction, and performance , addressing poor performance/unsuitability through supportive policies and procedures
  • Cultivates a positive and supportive atmosphere by recognising volunteer efforts and assisting volunteers with their own endeavours
  • Manages communication among volunteers and between an organisation and its volunteers, in order to share news, progress, and available roles
  • Maintains a database of volunteers and projects, adhering to GDPR, including active monitoring and metrics in relation to activity
  • Presents updates and activity metrics to colleagues and stakeholders using reports and presentations
  • Promotes the organisation, its volunteer efforts, and its accomplishments internally and externall

Budgetary / Financial Responsibility

  • Monitors Volunteer training and expenses budgets

Supervision / Line Management of the post

  • Accountable to Helpline Manager.
  • Co-ordination and support of c. 50 volunteer call handlers and related volunteer roles

Working Environment and Conditions of the post

  • Home based with some hours at physical meetings when necessary

Physical Demands of the post

  • Normal Physical effort

Specific Resources used by the post

  • Laptop, telephone, headset

Key Contacts and Relationships

  • External – Helpline Triage leads; Stakeholders; Torbay Advice Network, partners and members of the general public
  • Internal – Helpline Volunteers; Helpline Manager and shift leaders

Other Duties

  • To undertake additional duties as required, commensurate with the level of the job.


Posted on: 07 October 2021
Closed date: 29 October 2021
Tags: Social Care/Development, Volunteer Management