Volunteer Support Administration Assistant
| Dyddiad hysbysebu: | 07 Awst 2025 |
|---|---|
| Cyflog: | £24,570 bob blwyddyn, pro rata |
| Oriau: | Rhan Amser |
| Dyddiad cau: | 27 Awst 2025 |
| Lleoliad: | G41 2SE |
| Gweithio o bell: | Ar y safle yn unig |
| Cwmni: | Amina Muslim Women's Resource Centre |
| Math o swydd: | Cytundeb |
| Cyfeirnod swydd: |
Crynodeb
Job Description:
Hours of work: 21 hours per week
Salary: £24,570 per annum pro rata (35 hours FTE)
Location: Glasgow Amina MWRC office (this role is office based only)
Holidays: 37.5 days per annum - pro rata (inclusive of public holidays)
Pension: Defined contribution pension scheme based on employer
contributions of 5% plus additional employee contributions
Reporting to: Helplines Programmes Manager
Contract: Initially until 31st March 2026 (likely to be extended subject to further funding)
Background:
Amina MWRC is a national organisation that works with Muslim and Minority Ethnic (ME) women in Scotland by giving them opportunities to have their voices heard and to improve their skills and become more confident in participating in their own communities and at a wider level.
The Helpline and Development Project is a national project funded by Scottish Government, delivering activities across the country. The project runs a national telephone helpline, which is a listening ear and signposting service for Muslim women and ME women. Also, attached to this project is the befriending service for women that are socially isolated.
The campaigning and community development part of the project supports women to empower themselves by tackling negative stereotypes of Muslim women and ME women, running targeted events, shaping local and national policies and enabling them to make informed choices.
The women that we support are at the heart of everything we do at Amina MWRC. The post holder will provide confidential information and support to individuals and agencies who contact the Amina Muslim Women’s Helpline. You will also be responsible for co-ordinating volunteer call handlers and for all the administration associated with taking helpline calls.
With excellent telephone skills and an understanding of issues impacting Muslim and ME women, the post holder will need to be able to respond effectively and sensitively to calls from a wide range of women. You will have an understanding of the services available to support helpline callers and the volunteers, experience of using computer-based information systems and demonstrate the ability to work on your own initiative.
Job Overview:
The project has the following core aspects to its work
Support the running of our national helpline for Muslim and ME women which includes, phone helpline, email & web chat
Supporting the helpline and befriending volunteers and assist with delivering helpline & befriending training when required
Keep up to date information for the helpline clients and to ensure a high standard of service is maintained
Completing all administration associated with the role such as updating the Helpline database with call notes and ensuring the volunteer rota is up to date
Monitor and evaluate calls received; assist in providing evidence and accurate records of common themes, complex issues and trends
Supporting the Helpline Team in running activities and other reasonable tasks
Main Duties and Responsibilities:
- Work with Amina staff, and volunteers to ensure full coverage of the Helpline during operational hours
- Assist in the development of the Befriending service and support in networking with other similar service providers
- To support the day to day running of the Amina Helpline Service, including all aspects of calls, emails, and web chats, taking regular shifts as and when required.
- Supporting with providing helpline services and potential satellite surgeries, e.g Edinburgh, Dundee, Aberdeen
- To ensure the Helpline directory containing relevant services and agencies used for signposting is kept up to date
- Support in creating guidance and proformas for the volunteers for example guidance on repeat callers and call pathways that volunteers can refer to during calls.
- To ensure the Helpline database is kept up to date with call notes and to keep track of follow up actions so that they can be responded to in a timely manner.
- To assist in research work aimed at identifying unmet needs of Muslim and ME women
- Participate in fundraising initiatives
- Support in compile information for reporting purposes
- Monitor and evaluate calls received; provide evidence and accurate records of common issues, complex issues and trends.
- Actively participate in staff and other Amina MWRC meetings as required, as well as support and supervision meetings with the line manager
- Any other duties in line with this post as directed by your line manager
- To liaise with and support the Helpline and Casework Development Officers and Helpline Programmes Manager
- To support with office cover as and when required.
Hours of work: 21 hours per week
Salary: £24,570 per annum pro rata (35 hours FTE)
Location: Glasgow Amina MWRC office (this role is office based only)
Holidays: 37.5 days per annum - pro rata (inclusive of public holidays)
Pension: Defined contribution pension scheme based on employer
contributions of 5% plus additional employee contributions
Reporting to: Helplines Programmes Manager
Contract: Initially until 31st March 2026 (likely to be extended subject to further funding)
Background:
Amina MWRC is a national organisation that works with Muslim and Minority Ethnic (ME) women in Scotland by giving them opportunities to have their voices heard and to improve their skills and become more confident in participating in their own communities and at a wider level.
The Helpline and Development Project is a national project funded by Scottish Government, delivering activities across the country. The project runs a national telephone helpline, which is a listening ear and signposting service for Muslim women and ME women. Also, attached to this project is the befriending service for women that are socially isolated.
The campaigning and community development part of the project supports women to empower themselves by tackling negative stereotypes of Muslim women and ME women, running targeted events, shaping local and national policies and enabling them to make informed choices.
The women that we support are at the heart of everything we do at Amina MWRC. The post holder will provide confidential information and support to individuals and agencies who contact the Amina Muslim Women’s Helpline. You will also be responsible for co-ordinating volunteer call handlers and for all the administration associated with taking helpline calls.
With excellent telephone skills and an understanding of issues impacting Muslim and ME women, the post holder will need to be able to respond effectively and sensitively to calls from a wide range of women. You will have an understanding of the services available to support helpline callers and the volunteers, experience of using computer-based information systems and demonstrate the ability to work on your own initiative.
Job Overview:
The project has the following core aspects to its work
Support the running of our national helpline for Muslim and ME women which includes, phone helpline, email & web chat
Supporting the helpline and befriending volunteers and assist with delivering helpline & befriending training when required
Keep up to date information for the helpline clients and to ensure a high standard of service is maintained
Completing all administration associated with the role such as updating the Helpline database with call notes and ensuring the volunteer rota is up to date
Monitor and evaluate calls received; assist in providing evidence and accurate records of common themes, complex issues and trends
Supporting the Helpline Team in running activities and other reasonable tasks
Main Duties and Responsibilities:
- Work with Amina staff, and volunteers to ensure full coverage of the Helpline during operational hours
- Assist in the development of the Befriending service and support in networking with other similar service providers
- To support the day to day running of the Amina Helpline Service, including all aspects of calls, emails, and web chats, taking regular shifts as and when required.
- Supporting with providing helpline services and potential satellite surgeries, e.g Edinburgh, Dundee, Aberdeen
- To ensure the Helpline directory containing relevant services and agencies used for signposting is kept up to date
- Support in creating guidance and proformas for the volunteers for example guidance on repeat callers and call pathways that volunteers can refer to during calls.
- To ensure the Helpline database is kept up to date with call notes and to keep track of follow up actions so that they can be responded to in a timely manner.
- To assist in research work aimed at identifying unmet needs of Muslim and ME women
- Participate in fundraising initiatives
- Support in compile information for reporting purposes
- Monitor and evaluate calls received; provide evidence and accurate records of common issues, complex issues and trends.
- Actively participate in staff and other Amina MWRC meetings as required, as well as support and supervision meetings with the line manager
- Any other duties in line with this post as directed by your line manager
- To liaise with and support the Helpline and Casework Development Officers and Helpline Programmes Manager
- To support with office cover as and when required.