Triage Volunteer

TRIAGE VOLUNTEER

Hours: Flexible days – 1 (half or full) day per week – 6 months minimum

Reports to: Human Services Manager, Social Health and Wellbeing (SHW) Team

Minimum age: Volunteers must be 18 or older to volunteer with the SHW Team

JOB SUMMARY

The Triage Volunteer provides quality frontline assistance to vulnerable guests.

The role will include reception and administration support to the Social Health and Wellbeing department at the Bill Crews Foundation, assisting clients with appointment scheduling, referring to Intake and provision of basic triage services. This includes being the first point of contact for guests both face-to-face and via the phone and/or email and providing a safe and calm environment in the reception area.

The Triage Volunteer will need to undertake all duties in a caring and supportive manner consistent with the Rev. Bill Crews Foundation core values to provide an exceptional standard of care to guests at all times. Given the vulnerability of many of our guests, dealing with challenging behaviours will be of utmost importance.

REPORTING RELATIONSHIPS:

Triage Volunteers report to the Bill Crews Foundation’s Human Services Manager or Team Leader.

DUTIES & ESSENTIAL JOB FUNCTIONS

Triage volunteers may be required to complete a range of set tasks during a typical shift. These tasks will be completed under the supervision of the Human Services Manager or Team Leader, and will include:

• Greet incoming guests and visitors to the Bill Crews Foundation; triaging enquiries or directing guests to the appropriate person they are meeting with.
• Liaising with caseworkers on intake assessments and assisting with interview scheduling.
• Support staff in the delivery of frontline services to the Exodus Community.
• Provide information about Social Health and Wellbeing support services
• Update client details and enquiries as required within the CDS database
• Forward telephone calls and emails to Exodus Staff as required
• Provide personal care items to guests
• Provide take away meals to guests

Volunteers are also required to conduct tasks in accordance to the Rev. Bill Crews Foundation’s WHS and Social Health and Wellbeing policies.

Information about these policies and standard operating procedures can be found within the Social Health and Wellbeing Volunteer Manual.

UNIFORM REQUIREMENTS

Volunteers must wear smart, casual and comfortable clothing and closed in shoes.

WORK EXPERIENCE AND SKILLS

Essential:

• Excellent phone etiquette
• Basic computer and database skills
• Basic knowledge of WHS standards and practices
• Completed SHW departmental induction

Highly desirable:

• Background in community settings
• Previous receptionist experience
• Sound communication and conflict management skills

PERSONAL QUALITIES AND BEHAVIOURAL TRAITS

Essential:

• Be able to work as a team member
• Strength, calmness, resilience
• Attention to detail