Information and Referral Services Peer Support Volunteer
Job Description

Purpose:

To provide seniors, families, and those working with or concerned about seniors with information about available services, programs  and resources; assist seniors in accessing needed services, and support them through the process.

Responsibilities:

• Greet and assist visitors/walk-ins
• Answer the phone and direct calls appropriately
• Offer a listening ear to callers to on the Information Line
• Answer email inquiries
• Provide information about available services and resources as appropriate from own knowledge and from SeniorsNL resource material and iCarol (our database) system
• Explore options with callers and encourage them to set goals and select a plan of action
• Assist the senior to access services and make referrals if the senior requests
• Make follow-up calls to ensure needed service or assistance has been obtained – if not, review options
• Enter call information into iCarol – recording details of the request, the information provided, and action taken
• Research information (via the internet or by making phone calls) for the Resource Files
• Consult with the Director, Information and Referral on a regular basis when problems arise and in all cases of elder abuse
• Adhere to the policies of SeniorsNL on matters of confidentiality and protocol

What It Means To Be a Peer Support Volunteer – Defining Your Role & Shared Expectations

Qualifications:

• An older adult interested in helping seniors
• Good listening and communication skills
• Able to deal tactfully and effectively with the public
• Willing to learn about community resources and services
• Willing to attend a training program
• Comfortable using a computer and willing to learn our database system

Time Commitment:

• Attend required orientation and training components
• A minimum of one four-hour shift per week
• Attend regular Peer Support Volunteer meetings of approximately 11/2-2 hours per month (except July & August)

Responsible to:

Director, Information & Referral Services