Position Description Call Centre Help Line

Primary Objective:  To assist any person having difficulty registering for assistance.

Specific Tasks:  

Key Challenges:

Detailed Description of task.

Take time with the call and let them know that the Church does care about their situation.

Start the call with ….. “This is the Combined Churches Neighbour to Neighbour Program, (your name)…. speaking.  Thank you for calling how can we help you.”

  1. Have a copy of the Mayors letter in front of you.
  2. Make sure you encourage them to return the form by post or drop box.
  3. If they are having trouble with an online application just get them to post the form back to us.
  4. Only under extenuating circumstances take the request details yourself. (use the form provided)
  5. Let them know that they or a family member must be at home when the team comes to do the work.
  6. Make sure they know someone from N2N will call them back well before Sat 16th June to confirm all their details.

Notes.

Types of Jobs

We are happy to help with gardening, cleaning and general household chores,  things such as dusting, vacuuming, sweeping, cleaning bathrooms or kitchens and general garden work including lawn mowing, weeding, light pruning. We are even happy to just come for a chat but we will not be doing any professional trade work on fixtures or fittings of the house. We will not get on the roof or do any work higher than first floor gutters. We can only do what takes 4 people 3 hours or less. We will remove any green waste produced on the day.

Payment
Our policy is that we do not accept any money under any circumstances for those we help. If they continue to insist then we can suggest they give an extra offering at their local Church or donate to their favourite charity.

Next steps for the home being helped.
1. Someone from N2N will call you back to confirm all your details and enter your request for help into the system.

2. A N2N Team Leader will be assigned to your home to organise a team to do the requested work.

3. The N2N Team leader assigned to your home will call you at least one week before 16 June to arrange a pre-visit to your home.

4. The N2N work team will arrive at your home on Saturday 16 June, at a time agreed to by you, to complete the work you requested.

If you choose to take their request for help over the phone

  1. Record all their details as per the sheet.
  2. Make sure you confirm their name, address, & phone details.
  3. Only one home per entry line.
  4. Number it at the top is for your records.
  5. Don’t write anything in the “Entered” column.

Thanks

N2N  Organising Committee

for The Combined Churches of Townsville

E: n2n@churchin.org.au  W: www.n2n.churchin.org.au

Issued – May 2012

Updated – April 2013