Job Description

Exciting opportunity for a charity sector Community Helpline Manager in Torbay

The Torbay Health and Wellbeing Voluntary Sector Network in Torbay is recruiting a full-time Manager to oversee the Torbay Community Helpline.

This post will be based in the local voluntary sector infrastructure organisation - Torbay Communities, hosts of the Community Helpline.

We are seeking an exceptional individual to lead this nationally recognised and acclaimed innovation. Torbay's Community Helpline was established during the Covid pandemic and has since been developed by the local community into a central access point to the voluntary and community sector as a whole. Since 2021, it has also been the front door for new Adult Social Care referrals in the area through a unique partnership with the local statutory sector. Providing the best possible support to local residents the Helpline's strapline 'One Call - That's All' sums up the holistic approach. Individuals and families can access a wide range of support from food parcels to mental health support, help with isolation to debt advice etc. The Helpline links into over 100 voluntary sector organisations locally and into grassroots networks of residents offering support to each other. The Helpline has a strengths-based approach to its operations, with callers often helping others after they have received some support.

We are looking for someone who can lead this initiative into the next phase. Someone with the relevant experience who can identify the Helpline's potential and - working with staff, volunteers, voluntary sector and statutory sector partners - deliver excellent support to our residents and develop the Helpline to meet future needs.

If you have boundless energy, a commitment to help marginalised people, a curiosity for doing things differently and a thirst to make a difference. Please apply.

Salary: 41,041 per annum.

For more information and to apply, please download and complete an application pack from our website: https://www.torbaycommunities.com/now-hiring-torbay-community-helpline-manager/

To find out more about the role, please call Tracey Cabache on 07786 872681or email

traceycabache@torbaycdt.org.uk.

Please email completed applications to johnarcus@torbaycdt.org.uk.

By 5pm on Thursday 13th November 2025

Interviews will be held across the 18th and 19th November (please keep both days free).

Please note that, unfortunately, we cannot notify applicants

who are not shortlisted for interview.

JOB DESCRIPTION

Title: Torbay Community Helpline Manager

Employed by:

Torbay Communities

(registered as Torbay Community Development Trust)

Responsible to:

Torbay Communities/Torbay Health and Wellbeing Voluntary Sector Network

Reporting to:

Director, Torbay Communities

Hours:

37.5 hours per week

Salary

:

41,041 per annum

Direct Reports:

4 Shift Leaders/Triage Workers

Volunteer Coordinator

Indirect Reports:

3 paid call handlers

3 volunteer call handlers

Up to 20 other volunteers

Location:

Hybrid working, with hot desking opportunities and meeting space at the Torbay Community Cafe and Help Hub in Torquay, and at Parkfield House in Paignton. Postholder is expected to spend a minimum of 2 days a week in Torbay. Applications are invited from candidates that live within a 30 mile radius of Torbay.

Contract: Permanent

1.0 Background

The Torbay Community Helpline was developed initially as a response to the Covid 19 pandemic in March 2020, but has now been identified as a long term helpline aimed at supporting our communities out of the current Covid 19 crisis and beyond.

The Helpline links residents to services primarily in the local voluntary, community faith and social enterprise sector (VCFSE). It provides information around services and support available in the local area, and assists with improving access to advice, guidance and support at the time it is needed. It currently makes referrals to services supporting general health and wellbeing, mental health, financial advice including managing debt and maximising income, housing support, domestic abuse as well as practical help with shopping and transport.

The Helpline is a holistic community helpline where the community can call if they are not sure where to go or who to ask i.e One Call - That's All. The Helpline will change and develop its signposting, referral points and services to meet the changing needs of the community, working in partnership with VCFSE and statutory partners.

The Helpline is already the 'front door' for many of the VCFSE activities and services in the Bay and since May 2021 it has been the 'Front Door' for new Adult Social Care referrals through an innovative Partnership with Torbay Council and the Torbay and South Devon NHS Foundation Trust. The Helpline team also currently run a hospital discharge support project and a sitting service for carers.

2.0 Key Purpose of Job

The Torbay Community Helpline Manager will oversee the strategic and operational management of the Helpline, including management of the Shift Leaders/Triage Workers and the Volunteer Coordinator. The post will work with referral partners and all triaging teams to create pathways, maintain and improve the processes of the service for the caller to access what they need. The post will continue to develop innovative ways of meeting the community's needs through partnership within the VCFSE and Statutory sectors.

3.0 Anticipated Outcomes of Post

A successful, effective and efficient Community Helpline in Torbay that meets the needs of the community and is delivered in partnership with the voluntary and statutory sectors.

4.0 Key Duties and accountabilities of the post

4.1

Strategic responsibilities

Responsible for the strategic development of the Community Helpline. Oversee the strategic management of the Helpline Represent the Helpline, associated activities and the organisation at strategic and operational meetings both virtual and face to face Continually develop the "offer" of the Helpline in line with community needs as they arise Maintain communication between the Torbay Health and Wellbeing Voluntary Sector Network and the Helpline and report to grant holders as needed Work alongside the Information and Advice Network and other relevant partnerships to deliver the operation of the Torbay Community Helpline Lead and contribute towards policy and procedure formation Develop and continue to strengthen relationships with all triage and delivery organisations to ensure good communication, referral pathways and keep meeting the needs of the community Lead and facilitate regular meetings with all triage partners to stay aligned on emerging themes, optimise referral pathways, and ensure all stakeholders are informed and equipped to manage referral volumes and complexity. Lead on the Front Door project implemented with Torbay Council's Adult Social Care Team Lead on associated projects, including delivery, training, monitoring and reporting - projects that are not directly Helpline, but sit with the Helpline, currently Home from Hospital, Time for You Torbay sitting service Liaise with the statutory sector as required, identify, design and deliver new activity and innovation. Analysing data for periodical presentation to Network Steering Group, partners, commissioners and funders, including analysis of trends to inform development of the Helpline Responsibility for delivery of Key Performance Indicators Play an active role in the management team of Torbay Communities Support the integration of the Community Helpline Team into the wider organisation Help to identify emerging needs in the community and assist in the design of relevant responses by Torbay Communities, Health and Wellbeing VCSE network members and/or the wider voluntary sector

4.2

Operational responsibilities

Oversee the day-to-day running of the Helpline Help identify funding sources for the Helpline and contribute to funding applications Deliver the evaluation of the Helpline and prepare reports for donors Recruitment and supervision of staff/volunteers Provide the day-to-day human resources (HR) function for the team (working alongside an external HR consultant) Ensure all staff are appropriately trained Ensure that all staff follow policy and procedure Identify development opportunities for staff and volunteers as the Helpline continues to innovate. Plan resource to ensure that adequate capacity is available for the Helpline on a daily basis including volunteers Be on call for all staff to assist in complex cases or where difficult decisions are required Develop new Apricot records / processes and keep in regular contact with the Torbay Communities Learning and Evaluation Officer as needs change Maintain and develop the virtual landline Responsible for the data barring service applications for all Helpline staff and volunteers Responsible for Helpline issues related to the UK General Data Protection Regulation (UK GDPR)

5.0 Budgetary / Financial Responsibility

Manage the Helpline budget (c. 550,000 per annum)

6.0 Other Duties

To undertake additional duties as required, commensurate with the level of the job.

7.0 Core Requirements

Adhere to and promote policies in relation to Data Protection and confidentiality Adhere to and promote Equality and Diversity policies Ensure compliance with Health & Safety regulations Ensure compliance with relevant legislation and local policies

8.0 Additional Requirements

The post holder will have access to a range of sensitive and personal information; it is therefore essential that they demonstrate a high level of professional integrity and discretion Hours will be as required to undertake the role, including the scheduling and attendance of works outside normal working hours Any other duties as appropriate to the post and grade A willingness to travel as necessary

Benefits

Competitive salary and benefits package Opportunity to work for a leading charity in Torbay Make a real difference in the lives of others Work with a talented and dedicated team

PERSON SPECIFICATION

Professional Qualifications, Education and Training:

ESSENTIAL:

High standard of education including English and Maths. Excellent IT skills including Microsoft Office products
DESIRABLE:

Degree or professional qualification in a relevant subject area Programme/project management qualification.

Experience:

ESSENTIAL:

Strong management experience Experience of change management Experience of diagnostic needs led skills/creative approach to people's needs Experience of innovative thinking/problem solving Human resource experience Experience of working with and managing volunteers
DESIRABLE:

Experience of delivering training Experience of data analytics and report writing

Skills, Abilities and Knowledge:

ESSENTIAL:

Excellent relationship management skills. Effective team and performance management skills Excellent communication skills, both written and oral and experience of communicating formally and informally with stakeholders at all levels, both written and presentational Project planning skills, including management and control tools and techniques Good organisational skills Good time management Ability to work in fast moving environment, with a high volume of activity, intensity and complexity on a daily basis Ability to prioritise workload Ability to lead and motivate staff and external partners. Knowledge and understanding of the voluntary, community, faith and social enterprise sector Knowledge and understanding of the health and social care sector
DESIRABLE:

Knowledge of Torbay's voluntary, community, faith and social enterprise sector

Personal Qualities:

Confident in working under their own initiative Self-motivated Flexible Able to engender trust from colleagues and challenge as appropriate

Practicalities:

Must be available to work face-to-face in Torbay for a minimum of 2 days a week Able to home work Lives in or within a 30-mile radius of Torbay
Job Types: Full-time, Permanent

Pay: 41,041.00 per year

Benefits:

Enhanced maternity leave Enhanced paternity leave Work from home
Work Location: Hybrid remote in Paignton TQ3 2NH