Advice Line Call Coordinator Volunteer

Chest Heart & Stroke Scotland
VO104727

Our Advice Line Call Coordinator volunteers are the first point of contact for all incoming phone calls/e-mails/text messages to the Advice Line telephone support service.

You will be provided with a robust knowledge base and access to support, enabling you to act as a gateway for patients, service users or carers to access other services within Chest Heart & Stroke Scotland, or to direct them to external partners.

As a Call Coordinator volunteer, you will be the first point of contact for all incoming phone calls/e-mails/text messages to the Advice Line telephone support service. You will be given a robust knowledge base and access to support, enabling you to act as a gateway for patients, service users or carers to access other services within Chest Heart & Stroke Scotland, or to direct them to external partners.

Everyone has the right to live life to the full. After a diagnosis of a chest or heart condition, stroke, or Long Covid, many people experience fear and isolation, and struggle with the impact on their lives. The care and support we deliver every day ensures everyone can live the life they want to. Across Scotland, we provide vital advice, information, and support through our No Life Half Lived strategy.

What you will be doing

You’ll respond promptly to incoming phone calls/e-mails/text messages

Answer enquiries in a professional and friendly manner

Actively listen and use the what matters to you approach

Maintain effective communication to deliver a coordinated service to people living with our conditions, as part of the Advice Line team

Have a good understanding of CHSS services to direct callers appropriately

Utilise a variety of media to address the needs of the caller

Keep relevant and up to date records, while adhering to CHSS Record-keeping protocol

Adhere to all CHSS policies and procedures

Experience required

Excellent listening and communication skills
Reliable, patient & empathetic
Encouraging & Supportive
Ability to work independently with guidance and support
Respectful of the opinions of others
Understand the need for confidentiality
Ability to maintain boundaries
Comfortable to use IT equipment and databases for the purpose of the role (training and support will be provided)
Ability to commit to initial and ongoing training and development
Ambassador for Chest, Heart & Stroke Scotland