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Role Title
Volunteer worker
Reporting
Remote Service and Lead Volunteers.
Program Manager – Clinic & Remote Services &
Clinic and remote service coordinator
Review
Doctors of the World UK is part of the Médecins du Monde global network, which runs over 300 projects in more than 70 countries through 3,000 volunteers.
In the UK, we provide emergency medical care and advocacy from an East London walk-in clinic and from our remote consultation line and casework services. We support some of the most marginalized people in society to access basic health services.
We believe that every person has a right to health care, and we will advocate tirelessly on behalf of those who face barriers to accessing it.
Working with us, you will directly support people to access healthcare, helping them overcome bureaucratic hurdles and providing much-needed practical support.
The needs of our service users are varied and so is the support we offer: some may require access to antenatal care, termination of pregnancy, mental health support, inhalers, GP registration and more.
When a service user calls, we check that they are aware of current COVID-19 guidance (including Covid-19 vaccinations), check for symptoms and ensure they have access to relevant information in the language of their community. We then book them in for a face-to-face appointment at our East London clinic, where we’ll support them with GP registration, offer HIV and STI testing and link them to other relevant services.
We offer remote support to those users of the service who are based outside of London.
Our services are staffed by volunteers, support workers, staff, nurses and GPs. These volunteers provide highly empathetic and practical services to our service users, making a real difference to people’s lives.
Our efficient, dedicated and enthusiastic team is always looking to involve new volunteers. If you are passionate about the issue of access to healthcare and enjoy working in a team on often complex and challenging cases, then you should consider becoming a Doctors of the World volunteer!
You will gain experience of working in a humanitarian organization making a real difference and have the opportunity to gain and develop further transferable skills through the variety of engaging work you will be involved in and training sessions. Our small team is dedicated to volunteer development and is committed to providing twice weekly debriefings and regular individual supervision sessions
As an organization powered by volunteers, we strive to provide opportunities for them to develop their skills and leadership. Volunteer feedback is structured to directly shape our service delivery. Volunteers are not expected to remain static in their role but are encouraged to develop their own areas of interest within the organization (eg carrying out research; representing the organisation; participating in program planning; working on in-depth casework) .
Purpose of work
Caseworkers are the main point of contact for service users who call the advice line. They conduct interviews with service users to determine their needs and provide appropriate advice and support. Caseworkers act as advocates and liaise with NHS service providers to connect service users with the care they need.
Volunteers will be home based. They will be able to choose either a morning shift where they will answer hotline calls or an afternoon shift where they will follow up on ongoing complex cases.
A commitment is required: Or two mornings a week (tipline 9.45am to 1pm) for a minimum of 3 months. Or two afternoons a week (12-5pm) for a minimum of 3 months.
Key Responsibilities
- First point of contact for service users in a health promotion environment.
- Listening to service user needs and identifying other support services.
- Completing data collection forms with the service user.
- Assisting service users with their registration and administration needs and advocating on their behalf to NHS services.
- Undertaking in-depth and complex casework where service users may face significant
barriers to access to healthcare.
- Answering queries on our advice line.
General
- Be open to change and demonstrate a flexible and adaptable approach.
- To work cooperatively with others and be a supportive and effective team member.
- To ensure that all activities undertaken on behalf of Doctors of the World UK, externally or internally, are carried out in accordance with the overall objectives of the organization and in accordance with our policies and procedures.
- To participate in training and other activities requested by the organization.
Stakeholders and Customer Service
- To provide quality customer service to all our relevant audiences and stakeholders and adhere to our quality management protocols.
Key working contacts
- All internal staff and volunteers; Service users, NHS services and other healthcare providers.
This is not an exhaustive list. Your role profile may be subject to change.
PERSONAL COMPETENCES
Competency title
The successful candidate will be able to:
Communicating with others
- Demonstrate effective communication – sharing information, ideas and experiences.
Teamwork and interpersonal skills
- A commitment to working collaboratively with others and an understanding of influencing others to achieve goals in an effective manner.
- Collaborates within their team and within Doctors of the World UK, respects and listens to different views/opinions, welcomes new staff and volunteers to Doctors of the World UK, treats all people with respect and avoids any behavior that is or may be viewed as less than honorable.
Resource management
- Ensure proper use of Doctors of the World UK resources and information, do not disclose or use Doctors of the World UK information beyond the normal requirements of their role and do not misuse Doctors of the World systems (eg IT).
Drive continuous improvement
- Demonstrate flexibility, a willingness to change and a drive for continuous improvement**.**
Customer Service
- To listen and respond to the needs of others as customers, including service users. This includes seeking and accepting feedback from others and acting on that feedback.
- Treat customers in a courteous and courteous manner and that they respond to inquiries efficiently and effectively.
Managing yourself
- Take a proactive and flexible approach to maintaining and developing your own knowledge and skills base.
Business plan for delivery and meeting
- To understand what needs to be done; stretches to deliver it effectively.
- Demonstrate a positive can-do attitude, extends their performance standards and balances long-term requirements against short-term goals.
SPECIFIC SKILLS, KNOWLEDGE AND PERSONAL QUALITIES
The successful candidate will have:
Substantial
- The desire to help vulnerable people.
- Non-judgmental attitude towards service users from different backgrounds.
- Good social and communication skills.
- Confident phone conversation.
- Computer literacy – Microsoft systems, Microsoft Office and Google.
Desirable
- Proficiency in other languages.
- Confident work with translation services.
Why volunteer with Doctors of the World?
As a volunteer with Doctors of the World you can expect to:
• Feel supported and included in the team.
• Be supported to develop your own skills and experience.
• Debrief after each session.
• Receive a monthly newsletter.
• Hear your opinion on the development of the organization and the inclusion of volunteers from the organization.
• Receive training on topics and skills identified as needed by you and other colleagues.
• Receive £10 travel and £4 food reimbursement for each day you volunteer to cover expenses (expense claim forms are in the clinic. Please don’t wait more than a month to claim – and please keep your receipts – or register your oyster so you can print your trip history. Simply fill out the form, hand it to a supervisor and an electronic bank transfer will be made to your account).
• HR references can be provided on request (only after volunteers have met their agreed minimum commitment) – please note that organizational policy states that these should be factual references only.
please note
– Using the role description, person specification and information provided, please describe in detail why you are suitable for the role on the application form. Please use relevant past experience and training (eg experience working with vulnerable groups) to complete this section.
– The HR adaptation and induction process may take several weeks. Please take this into account when applying to ensure our minimum commitment request meets your availability.
Volunteers must be able to start work within 3 weeks of the interview.
How to apply
How to apply:
To apply, please review the attached job description and submit a CV, completed further information form and cover letter highlighting the following points on the Doctors of the World UK website:
• What are your reasons for applying?
• How many days a week will you be available and during what period?
• What are your expectations from this role?
• What skills could you bring to the role?
Applications without a CV/motivation letter will not be considered.
Closing date: January 2, 2023 3:00 p.m
Expected interview dates: 12 January 16:00 – 18:00
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