Role Responsibilities:
• To respond to Llamau’s helpline calls, emails, text and web chats responding to young people housing needs.
• To listen to young people in a non-judgmental and empathetic way, ensuring a quality service is provided.
• To assess each call individually to ensure the support and assistance given to callers is appropriate and of the highest standard.
• To refer and signpost to appropriate services, providing advocacy when needed.
• To record accurate information in the appropriate systems required by Llamau.
• To uphold Llamau’s Mission, Vision, Values, Policies and Procedures.
• To maintain confidentiality at all times whilst also considering safeguarding issues.
• To participate in training, supervision and debrief sessions
• To be self aware and seek advice, report problems, difficulties, complaints to the Volunteer Helpline Coordinators. Llamau will provide:
• Comprehensive training programme
• Good quality support
• Out of pocket expenses
• On-going training opportunities.