Duty Officer

Duty Officers work from home and will be supplied with all records.

1. To be responsible for the Duty phone for the agreed time period of the scheme – answering calls and posting the jobs onto a WhatsApp for volunteer drivers.

2. Check any messages that have been left and take any necessary action.

3. Check the previous day’s entries to ensure that all jobs have been completed. If not, carry the job number forward and continue to search for a Volunteer.

4. When a new client contacts you, follow the Duty Officer Checklist and obtain as much information about the caller and the request as possible. Record on the Duty Officer Day Sheet and Client Card later.

5. You may have to phone calls Volunteers before you find someone who can meet the client’s request. Use the information on the Volunteer Crib Sheet and card index to select potentially suitable Volunteers.

6. When you have found a willing Volunteer, contact the client and confirm arrangements. Advise the client what the suggested donation is. If you have not found anyone by the end of your day, contact the client anyway to let them know that the request has been actioned. Advise the next Duty Officer of any requests that have not been met so that s/he can continue to search for a Volunteer.

7. Make the necessary entries in the Client and Volunteer records and note on the Duty Officer Day Sheet that this has been done.

8. If a new Volunteer contacts you during your session, make a note on the Duty Officer Day Sheet and obtain full details and telephone the Volunteer Co-ordinator.

9. Pass on any items of information that might be of use to the next Duty Officer, such as jobs outstanding, by leaving a note in the file on the Messages for Duty Officers sheet.

What skills do I need?

Administrative skills