Streetlink Volunteer Role Description

StreetLink Volunteer Role Description

Volunteer Role Title: StreetLink Referral Line Volunteer

Location: Hope Gardens, Shepherds Bush, W12 8EE

Supervised by: Volunteer Officer

Time commitment: 1 daytime shift per week or 1 evening shift per fortnight (approx. shift 4 hours)

About StreetLink StreetLink’s mission is to connect rough sleepers to the local services available to support them, and in doing so start the process of helping them away from the streets.

We run a 24 hour telephone line and website available across England which enables the public to alert Local Authorities about rough sleepers in their area. This service offers the public a means to act when they see someone sleeping rough and is the first step someone can take to ensure rough sleepers are connected to the local services and support available to them. The telephone line is also used by rough sleepers themselves. Purpose of the role:

As a Streetlink Referral Volunteer, you will be directly supporting rough sleepers in England to get off the streets, by connecting them to the local services and support available to them as quickly as possible.

Key tasks:  Answering the phone and taking down information (known as “referrals”) about people sleeping rough  Processing referrals made through the StreetLink website  Communicating with and providing practical support to rough sleepers  Explaining the purpose and scope of StreetLink to referrers  Signposting referrers to other services, as appropriate  Making follow up calls and emails to clarify information given and give feedback to referrers  Using IT and information systems to clearly record calls received and action taken  Collecting data for ongoing Streetlink research, to identify areas for improvements. Key skills/abilities (*= Essential)  Feel comfortable using the phone and have a good telephone manner*  Excellent IT skills (the ability to use a variety of systems)*  good customer care skills  a non-judgemental attitude  be able to act calmly under pressure  be willing to work as part of a team  be willing to ask for support or guidance  have the ability to follow Health and Safety regulations, Equal Opportunities and Confidentiality policies  Ability to follow impartiality guidelines when collecting feedback from clients.

If there are any other specific tasks that you would like to undertake, or skills that you would like to improve, please contact the Volunteer Officer to discuss what possibilities are available.

Benefits of volunteering for StreetLink:  An opportunity to develop and gain new skills and knowledge, particularly customer service and IT skills  An insight into and experience of the issues surrounding homelessness  An opportunity to directly support rough sleepers  Experience of working in the voluntary sector  After 6 months of regular volunteering (or equivalent), we can provide you with a professional reference  An opportunity to develop your volunteering role and take on extra responsibility, such as shadowing Outreach shifts, if agreed appropriate by the StreetLink team.  Reimbursement of reasonable travel expenses  Develop research skills

Support offered to StreetLink volunteers:  A full induction and training into the organisation and role, including a volunteer handbook  Regular meetings and contact with the Volunteers Officer, to discuss how your role is developing and what support you would like  Ongoing support from Referral Line staff members during each shift  Skills training in Market Research data collection.

Commitment: To get the most out of the role we ask volunteers to commit to supporting us for at least 6 months. After this time, we will be able to provide you with a reference detailing the tasks you have undertaken and skills you have gained.

We ask that you commit to covering at least either one daytime shift per week (approximately 4 hours) or one evening shift per fortnight.

For further information, please contact Volunteers Officer at [email protected].