Riane Kelly

• As part of a team, deliver a helpline services on a 7-day shift system including evening and weekends.
• Support a range of clients via multichannel communications adhering to the service remit at all times.
• Use professional judgement to assess the needs of the service users who present with risk to life, whilst managing and reporting any matters relating to safeguarding in accordance with policy and procedure.
• Maintain accurate records and input monitoring data into the helpline database, in line with policy, respecting confidentiality at all times.
• Contribute positively to service improvement ensuring processes and policies are followed at all times.
• Provide training, mentoring, and coaching to new recruits.
• Assist the community teams and wider PAPYRUS charity in the delivery of training sessions as and when required.
• Participate effectively in clinical supervision and shared learning and reflective practice within the wider team.

• Provide a team of helpline advisers with leadership, guidance, and support alongside the Service Manager through effective line management, mentoring, training, and coaching.
• Ensure a high standard of service delivery through quality assurance.
• Manage a staff rota to deliver consistent support to service users,
• Facilitate, coordinate and chair team meetings and represent HOPELINE247 at all relevant department meetings, and externally where required.
• Provide on call management support for helpline advisers on a rota basis.
• Deliver training on the work of PAPYRUS to partnerships and stakeholders.
• Respond to media enquiries including attending radio, telephone, and TV interviews.
• Participate in the provision of the service by providing ad-hoc support in an advisor role.
• Support to the Designated Safeguarding Officer in risk assessing and providing advice to advisers and colleagues across PAPYRUS in safeguarding matters in line with policy and procedures.
• Co-ordinate and respond to complaints that come through relating to the service following the appropriate process.
• Support the development of the helpline service in line with the charity's strategic aims and objectives.
• Supervise project timelines for timely completion.
• Manage team dynamics by implementing conflict resolution strategies.

• Conducting ‘Eye Health and Visual Screening Tests.
• Achieve DER targets (Dispense Eye Exam Rates) by focusing on clinic conversion and clinic planning.
• Focus the team on delivering or exceeding daily KPI's such as capacity and sales per clinic.
• Dispense Glasses and Contact Lens orders.
• Show eagerness to deliver the best quality of service by motivating and coaching other staff members to believe and deliver this also.
• Work side by side with the resident optometrist to conduct staff training where needed
• Be an integral part of them team by helping with daily tasks, but also delegating jobs to that the store can run to maximum productivity.
• Ensuring all staff are requesting holidays correctly and adjust the rota to what best suites the business.
• Organise weekly payroll submissions.
• Conduct 1-2-1 discussions and progress reports take place to praise and highlight areas of improvement, thus ensuring all employees are focused and performing to their maximum efficiency.
• Deal with customer complaints with ease to ensure that they are resolved in store at the customers' best interests.
• Established strong rapport with customers through attentive listening skills.
• Trained new staff members on company policies and procedures, enhancing team performance.

• Analyse behaviours and coach clients throughout day to day living.
• Implement care plans set out by healthcare professionals leading to improved patient well-being.
• Maintain detailed records of patient behaviour changes for healthcare team reference.
• Provide companionship during outings contributing to an active social life for clients.
• Help achieve patient independence through guided tasks and activities.
• Be considerate when deciding on how to deliver action plans given the range of needs presented.

Overview: A charity focused on helping families within their role of the rehabilitation and resettlement of the offender.

• Assist the helpline team in answering any questions families may have about the rights of their incarcerated loved ones, among other queries.
• Give 1-2-1 emotional support over the phone to families, friends and partners of prisoners.
• Demonstrate respect, friendliness and willingness to help wherever needed.

• Follow strict conduct and be informative and supportive towards the public.
• Adhere to a daily visit check list and ID identification exercise.
• Ensure no restricted items where unknowingly transferred into the prison by checking all clothing and packaging of the prisoners belonging.
• Give emotional support to visitors and answer any queries.

• Build relationships with customers through friendly interaction and assistance.
• Promote all discounts and offers, and show pride in producing and selling products of exceptional quality.
• Maintain shop floor cleanliness for an inviting shopping environment.
• Execute visual merchandising displays to increase product appeal.
• Guaranteed high levels of customer satisfaction through product knowledge and attentive service.