Helpline Supervisor

EasyWeb Group
£26,410 per annum
07 Mar 2019
24 Mar 2019
Candidate Services
Contract Type
Part Time
Helpline Supervisor 

Our Vision is that every missing person is found safe. We are a non-judgemental, highly skilled team of staff and volunteers working around the clock for everyone who needs us. We provide free 24 hour confidential support, help, advice by phone, email, text and online, including the opportunity to reconnect. We also coordinate a UK wide network of people, businesses and media to join the search for the estimated 250,000 people who go missing each year. Missing People is an independent charity that relies on donations. 

Position: Lost Contact Supervisor (Part Time) 
Location: Mortlake, South West London 
Job type: Part Time, 1 Year Fixed Term Contract 
Hours: 16 hours per week, which can be split over up to 4 days (e.g. 4 hours per day for 4 days, or 8 hours per day for 2 days or a mixture). We would welcome applicants who are interested in flexible working. 
Salary: £26,410 per annum, pro rata (actual salary £12,065) 
Benefits: Missing People is on the Sunday Times “100 Best Not-for-profit Organisations to Work for” List 2019 and offers the below benefits: 25 days annual leave per annum / pro rata plus statutory holidays; Additional annual leave days awarded on length of service; Company pension contribution; Life insurance (3 x salary); Employee Assistance Programme (EAP) including 24 / 7 support helpline; Interest-free Season Ticket Loans; Additional maternity pay and leave; Additional paternity pay; Additional sick pay; Eye care vouchers. 

Closing date: Sunday 24th March 2019 at 23:59 
First Interviews (Phone): Thursday 28th March 2019 
Second Interviews: Monday 1st April 2019 
Start date: As soon as possible. 

About the role: 

You will be responsible for the day-to-day operations of our Lost Contact service; supporting families to reconnect, in some circumstances up to 20 years since they last had contact. In this office-based role you will provide support to everyone involved throughout the process, ensuring that no one feels isolated or forgotten. Working alongside our award-winning Helpline team and family support service, you will be responsible for overseeing the trace enquiries which could help to reunite families. 

This position is a new role to the team, following an extensive review of the Lost Contact service which has resulted in some changes to the process. You will be part of defining its evolution, building upon its successful history of reconnecting family members who have been out of touch for up to 20 years. 

Additionally, you will oversee the ‘search’ process, including supporting our Lost Contact volunteers and will risk assess applications, ensuring we adhere to our values, policies and mission. You will support family members through the emotional impact of the process, providing regular updates on the ‘search’ and referring them to our Family Support services where necessary and support ‘found’ people through their decision of whether or not to reconnect. You will also handle sensitive calls, deal with crisis intervention situations, assess risk within Missing People policy and consult where appropriate. 

About you: 

The successful candidate will have experience of helpline work either as a volunteer or a paid worker and / or advice or support work with children, vulnerable adults and / or families. You will also have experience and / or understanding of safeguarding vulnerable adults and young people. 

Experience of handling complex and sensitive calls and being able to deal with crisis intervention would be an advantage, as would experience of support and / or advice work with vulnerable adults and / or families. 

Please ensure you provide your CV as well as a Supporting Statement that addresses each criterion in the person specification and specifically highlight any relevant experience and skills you have. 

You may have experience of the following: Lost Contact Supervisor, Lost Contact Team Leader, Helpline Supervisor, Helpline Team Leader, Helpline Manager, Service Supervisor, Service Team Leader, Service Manager, Service Coordinator, Case Worker, Support Worker, Charity, NFP, Third Sector, etc.

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