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Telephone Signposting


You will be providing telephone support and proactively calling people with dementia, people with memory concerns, and also carers of people with these conditions.

These calls will be to signpost callers to various services, offer information, support and listen.  You will be required to take information to register callers and make review calls to those who are already registered. You will enter basic details of the caller and their call onto our database.

About the navigation service

The navigation service is a helpline for people living with dementia or memory concerns, and for people who care for someone with these conditions. This helpline is accessible 5 days a week.

Once someone has registered to the service they will also receive a regular proactive telephone call, to promote the feeling of being supported and encourage use of support services.

What we are looking for

Committed and reliable volunteers.
A good telephone manner, with excellent listening skills.

Computer literate, experience of using a database would be an advantage.

Experience of undertaking telephone support work or of signposting would be helpful.
Empathy and understanding of the needs of people with dementia and their carers.
An understanding of the importance of confidentiality and adherence to the confidentiality policy.
The ability to get to know local services in order to signpost the caller to something relevant to them.
Understanding of boundaries/safeguarding and ability to escalate a call to a support worker if necessary.

How you will be supported in this role

Named contact/ member of staff
One to one and/or group based support/supervision
Access to training on a range of subjects and skills

How much time will you need to give?

A minimum of 2 hours a week/fortnight, calls to be taken at the Bedford Office, Pilgrims Centre.
You will be expected to attend a peer support session once every 3 months.

What you get out of this

  • Join a small friendly team and meet new people
  • Regular times fixed around your circumstances
  • Gain experience in social care and telephone support work
  • Access to training


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