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Jewish Care Direct Helpline Manager

  • Location: Golders Green, NW11
  • Sector: Community
  • Salary: £43,860 + Benefits
Jewish Care Direct Helpline is the first point of call for the organisation. Our professional Helpline advisers are friendly, knowledgeable, helpful and have time to listen. They always respond in a sensitive and compassionate manner. Through the Helpline, callers can find out about Jewish care services and resources. The Helpline advisers can also inform about other organisations or local resources that can help if Jewish care is not able to. This is a confidential Helpline for people who needed all kinds of help.

You will oversee the day-to-day running of the JCD Helpline service, seek out opportunities for service and staff development, recruit and train paid staff and volunteers, supervise the seniors and represent the service to internal and external stakeholders. You will ensure the Jewish Helpline provides an excellent service and is managed and run smoothly. You ensure that both services are run to the highest professional standards and provide an excellent service to customers    

You will:

• Maintain and improve both services to ensure that excellent customer service is delivered at all times and that clients are responded to in a sensitive and appropriate manner. 
• Keep up-to-date with knowledge of practice developments within the helpline, social care and related sectors, and look for opportunities to enhance and develop the services.
• Recruit and ensure training is provided to volunteers, helpline and telephonist staff to enable them to deliver the service to a high professional standard
• Provide appropriate line management and supervision, ensuring the needs of the team and management are met and both staff and volunteers are fully supported.
• Set and manage a budget for the whole service to meet organisational targets.
• Build relationships, externally with statutory and voluntary services, and internally with other Jewish Care resources, in order to raise awareness of what the organisation can provide.
• Work with IT to ensure that systems are tailored to the needs of the helpline and are working with optimum efficiency, and to develop new systems to enhance its work.
• Represent Jewish Care Direct at appropriate cross-organisational working groups to share expertise and contribute to best practice across the organisation.
• Ensure that the breadth of opportunity for services and support across the Jewish Care portfolio is understood across the service and translated for the community as and when needed and appropriate 

What you will need:
  • Social Work qualification 
  • HCPC registered
  • Practice Educator qualification
  • Training qualification in Mental Health, Safeguarding or Management/Leadership
  • Proven experience of working in a social care environment.
  • Experience of information/knowledge management
  • Experience of supervising others
  • Previous experience of working in helpline software/telephony systems
  • Experience of providing emotional support in a professional role
  • Experience of working in a critically reflective way, and a willingness and ability to assist in the development of reflective working with others.
  • Experience of leading/chairing meetings.
  • Experience of recruiting and managing staff, including senior staff, including recruitment of, and supervising volunteers.
  • Experience of developing and delivering training 
Knowledge
  • Knowledge of up-to-date relevant social work skills required for the role 
  • Knowledge of relevant policy and legislation 
  • Proficiency in Word, Excel and PowerPoint and other knowledge of IT programmes
  • Knowledge or willingness to acquire knowledge of the Jewish Community 
  • Knowledge of health and social care issues, especially as they relate to older adults
Skills & Abilities
  • Ability to deal with complex and challenging presentations and take timely appropriate action as required
  • Ability to collate and record data for effective service delivery and reporting to senior management.
  • Ability to work in a solution-focussed way, consulting and collaborating with others as and when appropriate.
  • Ability to manage workload and prioritise as necessary.
  • Ability to constructively approach challenging situations to achieve positive outcomes, demonstrating emotional resilience
Personal Attributes
  • Excellent verbal and written communication skills
  • Ability to lead, motivate and influence others
  • Strong organisational and administrative skills
  • Excellent interpersonal skills and proven ability to build supportive trusting relationships with others
Benefits
Jewish Care offers excellent benefits and training to all staff. Benefits include, free meals, 20 day’s annual leave, Jewish Care Pension scheme, various discounts, Loans and mileage reimbursement, ride to work scheme, eye tests, employee referral bonus and more.