Hilda Alcaraz

• Responded rapidly to calls, ensuring effective assistance.
• Referred callers to relevant external agencies for further assistance if needed.
• Offered empathetic support for enhanced caller comfort during distressing times.
• Adhered strictly to safeguarding policies, prioritising caller welfare at all times.
• Offer shadowing sessions to new helpline workers, enhancing the team's overall effectiveness.
• Managed difficult conversations whilst remaining calm and composed under pressure.
• Maintained confidentiality whilst handling sensitive information about callers.
• Utilised active listening skills to understand caller's issues quickly.
• Assisted service users to obtain and access community resources.

- Personal care and hygiene assistance
- Medication administration
- Mobility support and assistance
- Excellent communication and interpersonal skills
- Patient and empathetic
- Strong organizational and time-management.