Information Officer: Careline x 2

Family Carers Ireland (FCI) is the national charity supporting over 500,000 family carers across the country who dedicate their lives to caring for loved ones such as children or adults with physical or intellectual disabilities, frail older people, those with palliative care needs or those living with chronic illnesses or addiction. We provide a range of services and supports for family carers nationally from our local support centres. Family Carers Ireland is seeking to recruit two (2) motivated and enthusiastic candidates for the role of Information Officer: Careline. The Information Officers will work with the designated Manager to provide a telephone/email information, guidance and support service for family carers through the National Freephone Careline.

The Information Officers will be responsible for answering, logging and reporting on calls and communications to the Careline through the Organisation’s Client Record Management (CRM) system and will support with the recruitment, training and rostering of Careline staff volunteers to ensure that the line is appropriately covered. The main activity of the Information Officers is to respond to the caller in line with training, policies and procedures provided by the organisation to effectively deal with these calls.

Role Criteria:

The successful candidate should possess the following qualifications, skills & attributes: • Must be educated to a minimum of Leaving Certificate or equivalent. • Excellent ICT skills with experience of using Client Record Management systems beneficial. • Ideally the candidate will have direct experience of working on a helpline. • Past or current experience in a caring role or working directly to support the needs of family carers in a social care / community setting would prove beneficial. • A self-motivated person who is committed to supporting Family Carers and the mission of Family Carers Ireland. • Excellent oral, empathic communication skills and the ability to establish rapport with a diverse range of people. • Excellent listening skills and patience as well as the ability to deal with difficult situations including strong emotions. • Ability to work under pressure, make clear and quick decisions and know when to escalate for support. • Effective time management skills. • Excellent command of English both verbal and written. • Full clean driving licence with willingness to travel to meetings in Family Carers Ireland’s locations as required.

Terms & Conditions: Specified purpose contract (18.5 hours per week; Monday - Friday) providing support for maternity leave. The remuneration for this role includes an annual salary of €15,450 and access to a defined contribution pension scheme. The annual leave entitlement is 11.5 days per year.

As the successful candidate will work from home, it is essential that they have excellent broadband and Three coverage.

Application Process - Applicants are invited to submit their up-to date CV and cover letter demonstrating how they meet the above criteria to recruitment@familycarers.ie no later than Sunday, 1st September 2024. Prospective candidates may contact us for a copy of the job description if they wish.

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