Griefline Volunteer

You will provide 5 hours of support per week in total:

Fridays 12.30 - 5pm

 1 hour adhoc support as a Listening Ear (at a time convenient for you)

The helpline is open to all local people living in West Essex and East Hertfordshire who would like emotional support after a bereavement, no matter how long ago their loss.

Your support will help us meet our strategic aims of:

 Reaching significantly more people who are facing death, dying and loss in our local communities.

 Work alongside our communities to become more resilient, to support each other and to remain independent for as long as possible.

Summary of Role:-

You will provide emotional support and a listening ear via the telephone to those within our catchment area who are struggling with their grief.

You will provide 5 hours of support per week in total:

 4 hour shift on GriefLine (Monday, Wednesday and Friday, 8am to 1pm or 1pm to 5pm. Tuesday and Thursday 8am to 12pm, 12pm to 4pm or 4pm to 8pm)

 1 hour adhoc support as a Listening Ear (at a time convenient for you)

Key Tasks Include:

Providing a safe and confidential space for anyone struggling with their grief.

 Answer helpline calls between the opening times – you will choose a time slot.

 Provide 1 hour of one-to-one telephone support for people who are feeling alone or isolated

 Support those who have been bereaved, feeling isolated or are lonely.

 Allow callers to express their thoughts and feelings in confidence and always respect their privacy

 You can help individuals to connect to local social / friendship groups and other special interest groups.

 Signpost them to internal service or external agencies that may help them.

 In each case you will provide support that promotes the person’s autonomy and wellbeing.

 Respect each person’s choices and variety of expressions of grief consistent with different patterns of belief, family, community, culture and religion.

 Complete a data capture form after each call.

 Attend monthly catch up sessions.

The skills / experience / personal qualities you will need:

 Excellent listening and communication skills

 Able to respect, and maintain, people’s confidentiality

 Awareness of the impact of bereavement and loss, isolation and loneliness on the individuals you will be supporting, and on yourself.

 Emotional resilience and the ability to recognise and respond to your own emotions

 Able to work with people who may be in distress

 Empathy

 Non-judgmental

 Ability to work independently, but also to ask for help and advice when situations arise that is beyond your own knowledge, capabilities, comfort levels, or expertise.

 Ability to maintain accurate records and be succinct in written feedback.

 Able to maintain boundaries

 Well organised

 Reliable

 Reasonable I.T. literacy to operate App and email feedback on the set proforma from a St Clare email address.

 Able to adhere to all policies and procedures including health and safety and data protection.

 Able to monitor own workload and communicate any changes in this.

The benefits you can expect:

 Become part of a passionate and supportive team.

 Be part of the wider hospice and the Volunteer Framework of support.

 Help make a real difference to people living with a life-limiting illness

 Gain new experiences and develop skills and confidence.

 Meet new people.

 Spend your time doing something that is worthwhile and rewarding

 Day to day support from a designated member of staff

 Travel expenses can be reimbursed when agreed in advance

You will become part of a wider team of over 500 volunteers who support St Clare’s vital work. You will therefore have access to events and communications tailored for volunteers.

 Contribute to a worthwhile cause.

 Potential to progress into different roles as your skills and knowledge develop.

 Support from designated staff

You will become part of a wider team of over 500 volunteers who support St Clare’s vital work. You will therefore have access to events and communications tailored for volunteers.

 Contribute to a worthwhile cause.

 Potential to progress into different roles as your skills and knowledge develop.

 Support from designated staff

The time you will be asked to give:

 5 hours per week

 You will be asked to nominate a fixed day / half day on which you can be available to answer the Helpline.

 If you cannot fulfill your shift, you will need to give your supervisor notice in advance.

The training and support you will be given will include:

 You will be provided with initial training tailored to the role which will include topics like listening skills, communication skills relevant to telephone support, health and safety and safeguarding.

 Additional face to face and / or e-learning may be required before / when you start your role, and at regular refresher intervals to be determined by St Clare Hospice.

 You will be supervised and supported in your role by designated Patient and Family Support Service Staff

 You will have regular check ins with Patient and Family Support Service Staff

 You will be expected to use your personal laptop, computer, home phone and mobile phone.

 You will be provided with training on how to use the Virtual Call Centre.

 We will set you up with a St Clare email address from which you will communicate with us.

You will be based at home unless you and your supervisor decide being Hospice based is preferred.