Helpline Support Assistant

  • Part time
  • £19,380 pro-rata
  • Edward House, Glasgow (currently home based due to COVID)
  • Closing 29th November 2020

  • Advertised from 13th November 2020
  • 17.5 hours per week (0.5 FTE). 2 year post.
  • Plus 4% employer pension contribution


This post will provide the first point of contact for families who contact Scottish Families national Helpline service, and provide appropriate support and information to meet their needs. This is a new post being introduced to support the Helpline Development Officer and Helpline volunteers meet increasing Helpline demand.

The post-holder will be responsible for providing support and information, signposting enquiries, taking referrals and all associated administrative processes associated with Scottish Families’ national Helpline. The Helpline contact will be multi-channel (phone and online communication, including email and webchat). This role is also responsible for delivering an ongoing programme of content revision of Scottish Families’ National Service Directory to ensure all information is accurate and up-to-date, through actively liaising with support services across Scotland. The Helpline Support Assistant role also contributes to supporting our volunteers in their role and handling any escalated complex calls.

The post will be based at Edward House, Glasgow – Scottish Families’ national office. (Note that currently all staff are home working due to the COVID outbreak and there is currently no confirmed date for the re-opening of the national office, based on the Scottish Government guidance). The post holder will be required to work occasional evenings and weekends to support Helpline coverage. The post will be part of the Scottish Families’ staff team and be supervised by the Helpline Development Officer.

We are seeking applicants who have experience of providing support in a health and social care, mental health, addiction or trauma support service/ organisation; as well as providing support via webchat and online chat methods. Applicants should have knowledge of issues for families affected by substance use, and drug and alcohol awareness, as well as ability to listen and support individuals from diverse demographics. Excellent IT skills are essential, particularly use of Microsoft Office (Outlook, Word and Excel). All applicants should be educated to HNC level, vocational qualification (level 3) or hold a relevant professional qualification.

Application notes

Please see for more information and application details.

Closing date: 11.59pm, Sunday 29 November 2020.