WM Disability Action is a user-led organisation based in the West Midlands, dedicated to empowering disabled people to live independently and have equal access to opportunities. We provide advocacy, ...
Helpline & Advice Supervisor
Practical details
Volunteering • Longer term volunteering
Contact person
West Midlands Disability Action
#128343
Scan me or visit www.volunteerbrum.org/o/West-Midlands-Disability-Action/activities/Helpline--Advice-Supervisor/128343 to join
Supervise WMDA’s helpline, train staff, guide cases, share service knowledge, support referrals and build partnerships to improve access to disability support.
Role overview
West Midlands Disability Action (WMDA) is looking for a reliable and supportive volunteer to help oversee and develop our Helpline & Advice service. You will help train new helpline volunteers, provide guidance on cases, share knowledge of local services and ensure disabled people receive appropriate information and signposting.
Key responsibilities
- Help train and welcome new helpline volunteers, explaining procedures and good practice.
- Provide guidance and supervision to volunteers handling enquiries and support cases.
- Help identify suitable services and referral pathways for people seeking support with housing, employment, benefits, mental health and community inclusion.
- Maintain knowledge of local disability services, charities and specialist support organisations.
- Support volunteers with difficult enquiries and identify when safeguarding concerns or specialist support need to be escalated.
- Help maintain accurate, confidential case records and promote safe working practices.
- Support the promotion of the helpline and build links with organisations that can help disabled people.
- Suggest improvements to training, service delivery and the helpline directory.
Expected time commitment
- Approximately 2–3 hours per week.
- Hours are flexible and can be arranged around your existing commitments.
- Some weeks may require slightly more time, depending on staff training, case supervision and service needs.
- Most tasks can be completed remotely, with occasional online meetings or team discussions as agreed.
- Volunteers should communicate with the relevant manager if they are unavailable or need additional support.
What we are looking for
- An interest in disability inclusion and supporting people in the community.
- Knowledge of local services, support organisations or referral pathways, or a willingness to develop this knowledge.
- Good communication, listening and organisational skills.
- The ability to guide others respectfully and handle confidential information appropriately.
- An understanding of safeguarding and professional boundaries, or a willingness to undertake relevant training.
- Reliability, patience and a person-centred approach.
Training and support
WMDA will provide an introduction to the organisation, relevant procedures and the helpline's responsibilities. Ongoing support will be available from the management team, alongside opportunities to develop knowledge and skills.
Important role boundaries
The supervisor provides guidance, case oversight and signposting. WMDA does not provide specialist legal, medical, financial or counselling services. Where necessary, volunteers should help people access appropriate specialist organisations and escalate safeguarding concerns through WMDA procedures.
The difference you will make
Your contribution will help helpline volunteers feel confident, improve the quality of support offered and help disabled people across Birmingham and the wider West Midlands find the information and services they need.
Related to
About West Midlands Disability Action
WM Disability Action is a user-led organisation based in the West Midlands, dedicated to empowering disabled people to live independently and have equal access to opportunities. We provide advocacy, information, and support services, working to remove barriers and promote inclusion, rights, and social justice for disabled communities.