Regional Support Coordinator

Pieta’s vision is a world where suicide, self-harm and stigma have been replaced by hope, self-care and acceptance. 

Pieta provides a range of counselling services for people who are suicidal, engage in self-harm or who are bereaved by suicide.

Pieta House also operates a national 24-hour helpline (1800 247 247) and a dedicated Education and Training office. 

We are committed to delivering our services with care and professionalism and continue to strive to ensure that we provide the best service for our clients.

The role of the Regional Support Coordinator is to provide a caring and compassionate first point of contact to those in crisis wishing to access Pieta’s intervention and counselling services

• You will be completing risk and suitability screening with each client and providing appropriate signposting as required. An ability to manage highly emotive situations, to remain calm and respond appropriately is essential
• You will be working remotely providing phone support on Pieta's busy Therapy Services Line which operates Monday - Friday from 8am-9pm and Saturdays from 9am-2pm
• You will supported in your role by your manager, the National Regional Support Coordinator and you will work within a team of 12 other remote Regional Support Coordinators

The successful candidate will be required to work the following fixed days and hours each week.

11-hours per week spread over 2 days:

• Mondays 1pm-6pm

• Fridays 3pm-9pm

Responsibilities of the Regional Support Coordinator:

• Be the first point of contact for potential clients and/or other stakeholders by answering the phone and dealing with queries

• Support callers to access pieta’s intervention and counselling service by completing a risk and suitability screen with each client and provide appropriate signposting as required

• Check and manage waiting lists to ensure clients have been contacted with either an appointment, or a phone/safety call to the client

• Ensure accurate record keeping and client status/appointment updates (using Salesforce CRM)

• Liaise with Lead Therapists and the Line Manager to ensure appropriate allocation of waiting lists

• Liaise with key stakeholders

• Ensure data kept in line with GDPR, data protection and confidentiality policies

• Support Data Analyst and Team Lead in ensuring accurate data and reporting

• Work in accordance with the policies and procedures of Pieta at all times

The successful candidate must have:

• Ability to manage highly emotive situations, to remain calm and respond appropriately

• Exercise good judgment about who to share information with when the level of confidentiality is unclear

• Excellent Interpersonal and Communication Skills

• Must have a compassionate and caring telephone manner

• Good organisational and administration skills with careful attention to detail

• Organised and flexible in meeting multiple demands on a busy therapy services line 

• Ability to work on their own initiative and a strong ability to work with a team

• Proficient in using Microsoft office

• Experience working with databases will be an advantage (e.g. Salesforce CRM) 

• Capacity to complete work in a timely and accurate manner

• Demonstrate a belief and enthusiasm for the work of Pieta and adhere to the core values of Pieta

Employee Benefits:

• Supportive team environment with supervision and Pieta Way training for all new starters

• Bursary Study Scheme - up to 10 paid study leave days with annual contribution of up to €3,000 towards a course relevant to your role

• 24 days annual leave entitlement plus 2 concessionary days on Good Friday & Christmas Eve

• Occupational pension scheme- 5% employer matching contribution

• Bike to work scheme

• Employee Assistance Programme

Application Details and How to Apply:

• Candidates must apply via the ''APPLY NOW'' button below.

• Candidates will be asked to attach a C.V. and Cover Letter - outlining their suitability for this role

• Applications without a cover letter will not be accepted

• The closing date is 14th May 2024. Due to a high volume of applications, this role may close earlier than the advertised closing date

• Online interviews will take place soon after the closing date. Only shortlisted candidates will be contacted for interview

• Garda Vetting will be required of the successful candidate

• The successful candidate will be required to attend training and start in this role as soon as possible