Administration Assistant

Connection Support provides support to vulnerable adults, including people experiencing homelessness, mental health difficulties and substance misuse. Volunteers play a key role in helping us provide and improve our services. We are looking for an Administrative Volunteer to join our office at Challenge House in Bletchley, Milton Keynes, for a few hours each week. The main purpose of this role is to make telephone calls to our service users to ask about their experience of our service, what is working well and what we could improve. The feedback will help Connection Support understand the experiences of the people we support and identify opportunities to improve the way our services are delivered. Could you help us listen to the people we support and improve our services? · Are you confident and comfortable speaking to people on the telephone? · Can you listen carefully and ask questions in a friendly, respectful and non-judgemental way? · Would you like to help vulnerable clients have their voices heard? · Can you record information accurately and confidentially? · Are you organised and able to work independently while following clear guidance? · Would you enjoy helping Connection Support understand what we are doing well and where we can improve? · Can you remain calm and professional if a service user is upset or has a concern? If you can answer 'yes' to these questions, then we would love to hear from you! About the Role The Administrative & Service User Feedback Volunteer will make agreed telephone calls to current or former service users, using a simple set of questions. The calls will provide an opportunity for service users to share their views about the support they have received and make suggestions for improvement. The role is not about assessing a client's mental health, providing counselling or resolving complaints. Volunteers will listen, record feedback accurately and pass any concerns to the appropriate member of the Connection Support team. Key responsibilities Your role will include, but is not restricted to, the following tasks: · Attend the Connection Support office at Challenge House, Bletchley, Milton Keynes, for 1-2 hours per week · Make telephone calls to service users using contact information and calling guidance provided by Connection Support. · Ask approximately 5–10 short questions about the service user's experience of Connection Support. · Give service users an opportunity to provide additional comments or suggestions if they wish. · Listen carefully and respectfully without judging, interrupting or making assumptions. · Record responses accurately and clearly using the agreed recording system or feedback form. · Maintain confidentiality and protect service user information at all times. · Recognise when a conversation needs to be referred to a member of staff, rather than attempting to deal with the matter yourself. · Report complaints, safeguarding concerns, distress or other issues promptly to the designated Connection Support staff member. · Keep accurate records of calls made, including where a service user could not be contacted, in line with guidance. Full training will be provided You do not need previous experience of working in an office, telephone interviewing or support services. Full training and guidance will be provided before you begin making calls. What we expect from our volunteers · Treat every service user with dignity, respect and kindness. · Listen without judgement and allow people to express their views. · Keep all service user information confidential. · Do not attempt to investigate or resolve complaints independently. · Report concerns promptly to the appropriate member of staff. · Follow all safeguarding, data protection and office procedures. · Maintain professional boundaries at all times. Our aim is to make sure the people we support have an opportunity to tell us what they think. Every call provides valuable information that can help Connection Support recognise what is working well and identify where we can do better.