Support Coordinator

Position Type:

Permanent Monday - Saturday 26.25 Hours per week 26.25 Hours per week – working x2 week rolling roster E.g. Week 1 Monday – Friday 10am – 3:15pm/3:30pm & Saturday 9am- 2pm and Week 2 Monday – Friday 3:45pm-9pm (Working every 2nd Saturday).

Location: Remote

Salary: €15.61 per hour

Role & Responsibilities:

Pieta’s Helpline and Service Support Team provides practical and crisis support to those impacted by suicide and self-harm.

The 24/7 Helpline provides free, confidential support to anyone affected by suicide, self-harm, or bereavement by suicide. The service is delivered by qualified mental health professionals who offer a trauma-informed, person-centred approach that prioritises compassion, clinical safety, and timely access to care.

The Support Coordinators, work alongside Helpline mental health professionals, and staff across all Pieta services. Support Coordinators, answer general service related calls and queries and assist callers in accessing Pieta’s range of services and other relevant supports. They also provide advice and information, manage waiting lists and client allocations, schedule appointments, and respond to general queries about Pieta’s services.

Working collaboratively across all Pieta services, the Helpline and Support Coordinator team ensures that every person who reaches out is met with care, understanding, and a clear pathway to the right support.

Role & Responsibilities:

The Support Coordinator plays a vital role in providing a compassionate and professional point of contact for individuals seeking support. The role ensures that callers are guided sensitively through the initial stages of accessing services; provided with timely advice and information; and also supporting the wider service through effective coordination, administration, and communication. Support co-ordinators are also required to maintain high standards of communication, record-keeping, and data integrity: 

• Answering the phone and responding empathically to callers, responding to emails and dealing with queries

• Take caller information to identify their needs and respond appropriately to determine appropriate service pathways following Pietas Policies and Procedures.

• Provide information, advice, and support to clients in a respectful, non-judgmental manner.

• Offer signposting and referrals to appropriate internal or external services based on caller needs.

• Support callers in accessing Pieta’s range of services, including managing appointment scheduling and follow-ups.

• Maintain and manage waiting lists to ensure clients are contacted promptly, kept informed, and appropriately supported during their wait.

• Check and manage waiting lists to ensure clients have been contacted with either an appointment, or a phone call to check in with them

• Ensure accurate and up-to-date caller records, status updates, and appointment tracking in line with clinical governance and data protection standards.

• Liaise regularly with relevant managers to support the effective and equitable allocation of clients and management of waiting lists.

• Collaborate with key internal and external stakeholders to support seamless service delivery and client care.

• Ensure compliance with data protection (e.g. GDPR), confidentiality, and safeguarding policies at all times.

• Assist the Data Analyst and Service Managers in maintaining accurate data and supporting timely reporting requirements.

• Fulfil child protection duties in accordance with the Children First Act 2015 and Pieta’s safeguarding protocols.

• Carry out additional service-related administrative or client-support tasks as required to support the efficient running of the service.

• Adhere to all Pieta policies, procedures, and guidelines, including those relating to Health & Safety, GDPR, and Child Protection, to ensure consistent and compliant service delivery.

Essential Education, Skills and Experience:

Education, Skills and Experience Required:

• Excellent Interpersonal and Communication Skills

• Childrens First Certificate

• Must have a compassionate and caring telephone manner

• Excellent IT skills with familiarity of MS Teams; Sharepoint; client management systems etc

• Able to manage highly emotive situations, to remain calm and respond appropriately

• Exercise good judgment about who to share information with when the level of confidentiality is unclear

• Demonstrate a belief and enthusiasm for the work of Pieta and adhere to the core values of Pieta

• Ability to work on their own initiative and a strong ability to work with a team

• Organised and flexible in meeting multiple demands

• Proficient IT skills e.g.Microsoft office; MS Teams; Sharepoint; etc

• Experience working with databases will be an advantage (e.g. Salesforce CRM) 

• Good organisational and administration skills with careful attention to detail

• Capacity to complete work in a timely and accurate manner

  Please Note: Garda Vetting is required of the successful candidate