Volunteer Coordinator

Action for Pulmonary Fibrosis

  • Team: Services team
  • Grade: Coordinator
  • Salary: £23,000 – £26,000
  • Location: Remote
  • Closing: 10:00am, 16th May 2022 BST

Job Description

Volunteer and Services Coordinator


Action for Pulmonary Fibrosis is an equal opportunities employer and welcomes applications from all candidates irrespective of race, age, gender, sex, gender identity, sexual orientation, religion or belief, or marital or civil partnership status.

Purpose of the role:

·       To ensure the smooth running of the Peer Support and Advisory Service, so that more people with lived experience of pulmonary fibrosis are inspired and empowered to volunteer with APF and every person we come into contact with has the support (or signposting) they need.

Key stakeholders:

·      People living with pulmonary fibrosis: patients, carers and family members.

·      APF staff, volunteers and fundraisers

·      Medical professionals, peer group organisers and members.


Reports to: Peer Support and Advisory Service Lead/Manager


Main Duties:


Volunteer Liaison and capacity building

·       Act as a point of contact so volunteers feel valued and empowered to volunteer.

·       Work to recruit, develop and supervise a team of volunteer ‘First Responders’ who help to cover call bookings in a way which makes callers feel welcome, supported, connected and valued.

·      Work closely with the Services Administrator who provides admin support to the services team and is the first point of contact for enquiries received via phone, website and email.

·       Offer guidance and training for colleagues to build confidence and skill in empowering volunteers.

·       Provide guidance to current volunteers and respond to queries arising from befrienders and befriendees.

Administration and support for Volunteer Recruitment, Training, Induction

·       Respond to volunteering enquiries, review volunteering applications to ensure they meet essential criteria, and interview and match volunteers to appropriate roles to ensure everyone feels welcome and clear. Liaise with APF teams, where for example, a volunteer might fit well in another role.

·       Ensure that volunteers are screened appropriately- obtain references for prospective volunteers and liaise with the admin team to progress DBS checks.

·       Assess patients/carers for their involvement in the befriending service and match patients/carers with befrienders according to guidelines.

·       Assist with recruitment: scheduling/posting adverts, liaising with the communications team to ensure posts are advertised via the APF website, volunteer recruitment websites, volunteer centres and social media, to ensure the broadest reach and increase the diversity of our volunteers.

·       Liaise with other teams such as communications, arranging key mailings / communication that inspires more people to volunteer from diverse backgrounds.

·       Update our database (E-tap) with volunteer details, references and other relevant information such as feedback from volunteers.

·       Develop, deliver or arrange volunteer inductions, training sessions and ongoing supervision.

·       Keep up to date with issues relating to good practice and legislation relating to volunteering, both locally and nationally.

 Services and event coordination

·       Arrange events for volunteers, digitally and face-to-face, such as regional events to recruit more patients and carers/family as volunteers.

Liaise with the Services Administrator to oversee APF’s involvement in Education events and conferences, ensuring that event bookings run smoothly, responding to event enquiries, arranging exhibition/stands, welcome desk and resources, feedback forms and circulating any notes/slides or webinar links.

·       Liaise with the administration team to ensure that services and support line enquiries are monitored and responded to via telephone, email, web forms and the support@actionpf.org inbox and enquirers are guided to the relevant information or service they need, including the specialist nurse, peer volunteers or respective support group.

·       Draft and create new volunteer information, liaising with the Services Administrator to arrange the print and delivery. Ensure that First Responder volunteers have, and/or can contribute to developing, sample responses and topic information to respond confidently to enquiries.

·       Provide cover for the APF Support Line phone when needed, scheduling support line appointments and updating/logging the details on the database.

·       Provide cover at key meetings including the UK support group leaders, volunteer training/supervision sessions when the Services Administrator is not available.

 Impact Reporting

·       Set up and maintain services records and processes on our CRM database (eTapestry). Act as a catalyst for the team to ensure quality record-keeping and reports that help us to demonstrate the difference services are making.

·       Ensure the collection of impact data in a range of ways including by developing and administering surveys and engaging the wider team in this.

Person Specification

Part one: knowledge and experience

·      Demonstrable experience of responding to customer enquiries, particularly within a health context, and the emotional maturity to respond with empathy and understanding to people who are experiencing significant levels of stress

·      Experience of using a database to record and track information, ensuring data is accurate, aids communication with key audiences, and helps to monitor and drive improvements, demonstrate impact and increase funding

·      Good understanding and experience of working with volunteers to ensure they have the support and resources needed to feel confident and equipped to volunteer for APF

·      Experience of operating in a modern digital workplace, including using digital tools and hosting online meetings to work collaboratively and productively

·      Experience of working with suppliers, including printers and designers, to ensure information resources and merchandise are produced to schedule

·      Experience of meeting busy deadlines, completing projects successfully and prioritising and planning ahead well

·      Good understanding of relevant policies and principles around aspects such as GDPR, safeguarding, fundraising and equality in order to ensure safe, compliant practice and appropriate day-to-day guidance for volunteers

Part two: skills and working style

·      Effective interpersonal skills; can demonstrate emotional intelligence and empathy with others

·      Able to exercise tact and discretion when dealing with sensitive personal information

·      Adept at developing successful partnerships and building strong external relationships

·      Good digital and written communication skills, comfortable working across all media whether via telephone, email, online and social media or face-to-face

·      Able to multitask, be a self-starter, pitch in and work collaboratively as part of a team

·      Able to work flexibly; can drive and travel across the UK, including occasional weekends and evenings

·      Committed to ongoing personal and professional development; positive and willing to learn and to sharing learning with the team

Registered charity: 1152399 (England and Wales); SC050992 (Scotland)

Registered address: Stuart House, St John’s Street, Peterborough, PE1 5DD  www.actionpf.org

Removing bias from the hiring process

  • Your application will be anonymously reviewed by our hiring team to ensure fairness
  • You’ll need a CV/résumé, but it’ll only be considered if you score well on the anonymous review

Applications closed Mon 16th May 2022


Removing bias from the hiring process

  • Your application will be anonymously reviewed by our hiring team to ensure fairness
  • You’ll need a CV/résumé, but it’ll only be considered if you score well on the anonymous review

Start your de-biased application