Roll Description – Services Coordinator
The Services Coordinator oversees the development, delivery and quality of the national Crime Victims Helpline’s support services provided over the 116 006 free helpline, text, email and, soon to be added, webchat services.
Accountability
The Services Coordinator reports to the Executive Director.
Posts Managed
The Services Coordinator, working closely with the Volunteer Coordinator, line manages volunteers and interns (currently approximately 15 people).

Main Duties and Responsibilities
Coordinate the day-to-day provision of CVH services by volunteers and interns.
Ensure the provision of high-quality support and up-to-date information to all service users.
Provide direct services (phone, email, text and chat) when volunteers are not available or volume of contacts exceeds volunteer capacity
Ensure compliance with all Crime Victims Helpline policies and procedures in particular:
Data protection and confidentiality
Health and Safety
Protection of children and vulnerable adults
Recruitment and training of volunteers.
Work closely with the Volunteer Coordinator to assist with the recruitment and training of volunteers.
Management and support
Provide leadership and mentoring to volunteers.
Support volunteers in dealing with, or following up, complex or sensitive enquiries.
Manage the CVH phone system and other communication technology, making adjustments and problem solving as needed.
Monitoring and evaluation
Maintain good records and reporting systems
Ensure that monitoring and evaluation of the helpline service is carried out in accordance with Crime Victims Helpline’s requirements.
Ensure clear call records are kept and to monitor these for quality of service and public policy issues arising and information gaps.
Monitor geographical distribution and content of contacts to inform the Helpline publicity strategy and feed into the organisation’s awareness-raising activities.
Manage nuisance and abusive calls in alignment with CVH policy.
Service Development and Planning
Ensure best use of up-to-date technology to meet the needs of providing a reliable service using office and remote-based volunteers
Identify opportunities for growth, new developments and for improving the quality of services offered
Prepare statistics to be used for the Department of Justice, CVH Annual Report, and the CVH Board of Directors
Regularly update the Helpline Handbook so that staff and volunteers have access to best practice guidelines and up-to-date information
Identify information or training gaps and highlighting these appropriately
Maintain clinical skills by participating in continuous training and education
General Responsibilities
Attend and fully participate in meetings and trainings as required
Assist with social media content creation
Contribute to the Volunteer Newsletter
Comply with all Crime Victims Helpline policies and procedures
Person Description
Qualifications
Recognised educational/professional qualifications in social work, counselling psychology, law or related field
Experience relevant to the role
Experience
Clear understanding of the dynamics of providing support and information over the phone and/or email, text and webchat.
Experience on a helpline or other information and/or emotional support service.
Awareness of issues impacting victims of crime
Knowledge of the criminal justice system
Professional Attitudes and Values
Commitment to Crime Victims Helpline’s mission and vision
A desire to help victims of crime
Ability to adhere to professional boundaries while maintaining a compassionate and caring environment for service users, volunteers and colleagues
A desire to learn and a receptiveness to feedback
Ability to work independently and to take initiative

Skills
Required
Competent and comfortable with office technology including Microsoft 365
High level of interpersonal communication and written skills
Ability to coordinate and prioritise a range of tasks and responsibilities
Good judgement, common sense, and tact
Desirable
Familiarity with telephony systems and/or webchat software
Compensation
Starting salary of €31,000 p.a.
Hours
37.5 hours a week, Monday through Friday.
The post requires occasional evening and weekend working in order to meet the training and support needs of volunteers.
Location
The requirements of the role mean the majority of working time will be spent in the CVH office currently located on Hanover Street East, Dublin 2. However, occasional home working may be possible.

Application Process
Please send a cover letter clearly describing how you fit the requirements for the role and a CV to recruit@crimevictimshelpline.ie by 10:00 am on Monday, 14th March. Applicants who do not provide both will not be considered.
The successful candidate will be required to provide references and is subject to satisfactory Garda Vetting.
Any queries regarding the position can be directed to recruit@crimevictimshelpline.ie. No phone calls, please.