Volunteer Caller Telecross and TeleCHAT Role purpose Assisting with the delivery of Telephone Support programs. Volunteers support seniors or clients with disabilities with a social chat or daily welfare check phone call to ensure they are safe and connected while living independently at home. Role responsibilities

•  Call clients / participants within agreed timeframes to ascertain their wellbeing or for a social chat, depending on program
• Ensure a caring and courteous telephone communication with clients regarding their health and wellbeing and enhance their social connection
• Report any incidents in relation to the client’s health, welfare or wellbeing to Red Cross
• Maintain confidentiality of information obtained during a call unless this information must be disclosed to Red Cross staff to assist the client
• Maintain accurate records of calls if required
•  Follow program protocols as provided during training
• −Notify Red Cross in advance if unable to make arranged calls to clients

1. Knowledge, skills and experience
   • Comfortable speaking on the phone with a broad range of culturally diverse clients
   •  Show empathy for the mature aged, disadvantaged and socially isolated clients
   •  At ease working independently or as part of a team
   • Some roles require basic admin skills and knowledge of Microsoft Office including email
   • Experience working in customer service, call centres, aged care or with clients with disabilities