This is a Group role across the University Hospitals of Northamptonshire, requiring regular work at both Northampton General Hospital NHS Trust and Kettering General Hospital NHS Foundation Trust (University Hospitals of Northamptonshire).
The purpose of this group coordinator role is to support the Volunteer Services department through effective recruitment and retention of volunteers and coordination of voluntary programmes, measured by the growth of the number of volunteers/volunteering hours across the group and the retention of existing volunteers.
The postholder will have previous leadership skills to coordinate the volunteers and ensure the service meets the Trust's demands. They will assist in the co-ordination of training for new and existing volunteers.
Support the Head of Volunteer Services with the implementation of volunteer initiatives, working with both internal and external stakeholders to promote and grow the service, including the number of volunteer roles to support UHN.
They will oversee administrative tasks associated with the recruitment of new volunteers to ensure all volunteers adhere to NHS guidelines.
Provide effective input into the work of the Trust, supporting the achievement of our vision and values.
Communication
Represent volunteer services across the University Hospitals of Northamptonshire by being a visible member of the team. Be able to sensitively negotiate with volunteers and staff to undertake voluntary activities in high-demand areas, based on complex and sensitive information that requires empathy and reassurance.
Liaise with concerned patients, relatives, carers, and visitors with tact, patience, and discretion, especially when conveying sensitive information. Ensure communication to clinical/non-clinical areas is effective and clearly identifies what tasks can be undertaken by a volunteer and what is inappropriate.
Liaise with patients, carers, visitors, and staff regularly to ensure the service is providing the best possible care, maintaining a professional, polite, and respectful manner. Ensure confidentiality is maintained in all communications and that documents and other sensitive information are secure at all times.
Prepare outward-facing communications for the department promoting the volunteer services internally and externally. Answer the telephone and deal with enquiries in accordance with instructions, maintaining a high standard of customer service.
Planning and Organisation
Plan, organise, and implement voluntary activities that meet the complex operational demands of the organisation. Plan and organise a range of meetings quarterly with clinical/non-clinical staff, selecting venues, attendees, and promoting the events.
Attend meetings to ensure effective communication with all service users and that volunteer services are represented. Coordinate the administration function within the office, ensuring the effective recruitment of volunteers.
Be able to work flexibly when required, including occasional evening/weekend working if needed (this will be agreed with appropriate notice).
Raise staff awareness across the Trust of the role and function of volunteers, including the Senior Leadership Team in wellbeing initiatives. Create and sustain volunteer/wellbeing initiatives through fundraising and liaising with appropriate departments/organisations.
Identify volunteer initiatives that will directly enhance patient experience or staff wellbeing, ensuring that any initiative is fully sustainable.
Recruitment and Retention
Undertake wellbeing calls on a frequent basis to volunteers in a timely manner, which may include complex and sensitive topics requiring further conversation and escalation. Oversee recruitment workflow by ensuring all advertising is standardised and encourages diversity and inclusivity.
Actively grow the number of volunteers in the Trust through recruitment and identifying opportunities, developing relationships with local organisations. Support volunteers, particularly those who lack self-confidence and have not worked in a hospital setting previously.
Identify opportunities for recruiting volunteers, corporate and public bodies, and associated charities to ensure the Trust’s volunteering requirements receive maximum benefit.
Resource Management
Responsible for a caseload in excess of 100 volunteers and their allocation. Regularly use various databases, including Better Impact (volunteer management system), ensuring all information is accurate and up to date.
Produce monthly reports on the utilisation of volunteers and identify actions taken to improve findings. Review and analyse retention rates in all volunteers and produce quarterly reports of results and actions taken to improve figures.
Regularly review the ward utilisation of volunteers by visiting areas and understanding the needs for the clinical areas, contributing to the development of the Directorate.
Training and Competency Development
Co-ordinate/deliver training of volunteers in bespoke roles and work with departments to ensure training is compliant with NHS standards. Ensure that all volunteers are fully conversant with the conditions and rules of the Trust and NHS.
Undertake quarterly reviews with volunteers to assess their progress and understand any training needs. Participate in the arrangements and delivery of inductions, training, development, and opportunities for volunteers, including mandatory training.
Contribute to own personal and professional development, identifying training needs and undertaking appropriate training/education as required, supported by regular development reviews and appraisals.
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