Volunteer Call and Email Handler

JOB DESCRIPTION

JOB ROLE

Volunteer Call and Email Handler

JOB FUNCTION

Volunteer Call and Email Handlers help provide the day-to-day
delivery of NAPAC’s primary survivor support service – the
telephone support line and the email support service. They
work alongside experienced staff to provide trauma-informed
emotional support to adult survivors of childhood abuse and
those supporting them.

Overall, they will have a commitment to delivery of excellence
in everything NAPAC does for survivors and their supporters.

REPORTS TO

Support Line Manager and Survivor Support Facilitators

REPORTING LINES

N/A

LOCATION

Stockport, South Manchester

HOURS OF WORK

Commitment to one four-hour shift a week. Flexible shifts are
available Monday to Friday, in the morning, afternoon and
evenings.

MAIN AREAS OF RESPONSIBILITIES

•  Take calls on the NAPAC telephone support line and answer support emails during

shifts

•  Briefing after every call

•  Have an awareness of the wellbeing of other team members and offer support

accordingly

•  Have flexibility to ensure that NAPAC’s support services are staffed

•  Attend mandatory training

Page 1 of 2

•  Be aware of and adhere to all NAPAC’s policies and procedures

•  Participate in team meetings

•  Participate in supervision with Support Service Facilitators/Manager

•  Carry out any other reasonable duties as directed by the Support Service
Facilitators/Support Services Manager, Chief Operating Officer or CEO

PERSON SPECIFICATION

Excellent communication skills – oral and written – are essential.

Computer literacy, particularly in Word and Excel is desirable.

Resilience is a required feature for this role as well as recognising the importance of self-
care.

A personal commitment to supporting adults abused in childhood. Some knowledge of
childhood abuse trauma and how it affects the day to day lives of adults.

Compassion and sensitivity to the cause, attention to detail, flexibility, and agility in ways of
working are essential.  Being a team-player and demonstrating a ‘can-do’ attitude are also
vital.

Willingness to contribute to the active learning environment within the team.

Having a strongly non-judgemental and accepting approach to your work and that of the
team.

Some knowledge of trauma informed care and a willingness to learn.

Passion and enthusiasm for the cause and for service delivery.

Page 2 of 2