CLINICAL CALL HANDLER VOLUNTEER

We will support people of all ages who are affected by a progressive life-limiting illness, and those who care for them, to live as well as possible by providing choice and ease of access to a wide range of palliative care and bereavement services across west Hertfordshire and Buckinghamshire.

Purpose of this role

 The designated clinical nursing telephone line is the first port of call for our patients and their families. This busy team needs support answering telephone calls, speaking with patients, families and healthcare professionals, and passing on messages in a swift and timely way.

Main tasks

·        answering telephone calls to the designated patient nursing line

·        passing messages on

·        making telephone calls

·        looking up information on the clinical database (data searches)

·        contacting Rennie Grove Peace Hospice Care staff or external agencies and healthcare professionals to pass on or obtain information

·        collate information

What are we looking for?

·        18+ years if age

·        someone with a friendly, warm and efficient telephone manner

·        be sensitive in dealing with people who may be in distress

·        the ability to take messages ensuring information is accurate and clear

·        a good knowledge of Microsoft office

·        confidence with using a database to obtain information

·        the ability to work as part of a team

·        very good attention to detail

·        someone who is reliable, flexible and adaptable to a variety of tasks

·        someone who is able to commit to a regular day each week (Monday – Friday)

Training and support

·        you will be line managed by the Co Ordination Centre Administration Lead

·        there will be some mandatory training that you will need to complete at the start of your volunteering with us and then periodically afterwards as refresher training which will include data security and confidentiality.

·        we will ask you to complete an online data protection training module to help with your understanding of data protection and confidentiality.

·        your line manager will organise training specific to your role which will include how to deal with potentially difficult calls and the way you may feel about them

·        we will set up a Rennie Grove Peace email account if appropriate for your role which you can access over the internet. This will be used for all communication about clients to ensure that confidentiality is maintained at all times

·        there will be a short settling in period to make sure you are happy in this role and the role is right for you

·        you will be invited to attend quarterly team meetings