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Information & Helpline Officer

Ref: 9222287

  • €40,000 - €46,000
  • 27 Nov 2020
  • Dublin (South)
  • Perm

 Information & Helpline Officer – Our client, national non-profit organisation with services nationwide are looking to expand their growing team. This is a two-year contract with a view to extension/permanency.

Overview of job

The Information & Helpline Officer will work to ensure that the Helpline, Mobile Information Service and information resources meet the needs of the community and that the people and their families and are given relevant, accurate, accessible and of high quality advice and information. The successful candidate will have excellent interpersonal skills with ability lead and motivate a team of volunteers and staff, work with teams internally and externally and develop partnerships.


• To participate in strategic planning / development and implementation of work plans for the National Helpline and the Information area. • To manage the day to day running of the Helpline to ensure the delivery of the Helpline service in line with guidelines, supporting the staff and volunteers to deliver their roles and to act as a point of escalation for the team. • Facilitator of regular team meetings, one to one staff support and supervision meetings. • Actively oversee the planning of the recruitment and training of new volunteers to meet service demands. • Manage the development of new information resources in multiple formats (print, digital etc.) and maintain existing resources in line with strategic objectives, policies and procedures. • Update, monitor and create website content for agreed sections of website and manage information section of intranet. • To promote the National Helpline to existing and potential service users and relevant stakeholders and to build the reach of the service nationally. • To oversee the collection, inputting and reporting of all statistical information from the Helpline. To analyse data and emerging trends and ensure the delivery of annual report and agreed regular reporting. • In conjunction with the Helpline team, to ensure to the day-to-day running of the Mobile Information Service. • Deliver talks and seminars to internal and external stakeholders at locations throughout Ireland and represent at information stands, on our Mobile Information Service, seminars and events.


• A primary degree or equivalent in health sciences or healthcare is desirable. • Have demonstrated knowledge and an understanding of mental health related issues • Minimum 3 years proven experience providing a support service to people facing a life changing health diagnosis or life event where the provision of information was a core part of the role. • Knowledge of the health sector, voluntary sector. • Experience working with a team, with a preference for experience working with or leading a team of volunteers.


• Excellent interpersonal skills with ability lead and motivate a team of volunteers and staff, work with teams internally and externally and develop partnerships. • Excellent project management, organisational and administrative skills. • Demonstrated ability to write accessibly and accurately in print and online platforms • Strong oral communication skills with ability to present, deliver talks and represent • Ability to assess the needs of service users and adopt the service to meet needs in line with organisational policies and strategic plan.

Other requirements

• Be open to work unsocial hours as may be required from time to time and willing to attend evening and occasional week ends. • Patience and empathy • Reliability and flexibility • Enthusiasm and motivated self starter • Full clean drivers licence and access to own car For more information, please contact Sarah Mac Nulty on 01 662 1000 or click to apply!