Job Description

This role will develop and support the BTA’s information services to drive growth of existing services and enhance the range and quality of information we provide to people with tinnitus.

This is a new role within the BTA and offers the sucessful candidate a real opportunity to influence how the charity delivers support and information to people living with tinnitus. We want to grow this too, to open up new opportunities utilising new technology to support more people in the future.

The BTA provides accurate, personalised information about tinnitus to people to enable them to manage the condition successfully enabling us to achieve our vision of a world where no one suffers from tinnitus.

Main Responsibilities:

Work with colleagues across the organisation to:

• Directly support people with tinnitus through our helpline, email and other support services
• Optimise our existing one to one information services so they are more efficient and more effective
• Proactively raise awareness of the support available through social media and online forums
• Investigate and pilot new information management opportunities
• Improve the quality of our information services by implementing protocols to improve structures, training, and ongoing evaluation/quality assurance
• Ensure new staff and volunteers receive personalised and differentiated training for answering the helpline 

Directly supporting people with tinnitus

• To ensure that all helpline calls, email and voicemail enquiries are responded to, working to agreed procedures and quality standards. In addition to this, to support people through other communication channels as they are developed.
• To provide relevant and up to date information about tinnitus, offering an approach that is tailored to individual needs.
• To provide information relevant to a beneficiary’s location on hospital services and support groups in their area.
• To provide emotional support and empathy to callers who are struggling to cope with their tinnitus.

Optimise one to one information services

• Responsibility for the helpline rota and ensuring the helpline is staffed Monday-Friday 9am-5pm
• Selection, induction and support of helpline volunteers
• Develop a programme of training for new staff and volunteers in helpline calls
• Monitoring quality of helpline calls and reporting quality control issues to the CEO

• Exploring helpline support outside of 9-5 opening times, including homeworking / twilight / 24 hour opening options

Proactively raise awareness of BTA support and information

• Proactively engage with social media to ensure the BTA helpline and information support is promoted to new audiences.
• Join online forums and monitor conversations, writing and replying to posts around BTA helpline and information support.

Investigate and pilot new information delivery opportunities

• Explore options for using technology e,g. webchats, SMS messaging, snapchat, whats app.
• Horizon scanning for how new technologies can be used to better support people with tinnitus
• Manage technology projects, setting clear targets and monitoring and evaluating effectiveness.

Planning and reporting

• Carry out strategic planning to ensure BTA’s information management is relevant and up to date.
• Regularly update information on information management and disseminate information as appropriate.

• Ensure that all data relating to information management is maintained in line with data protection protocols.
• Evaluate the impact of information management on the BTA and wider tinnitus community.

• Provide a quarterly report to the CEO and Trustee Board in relation, but not limited, to information management.
• Report relevant opportunities and developments to the CEO and trustee board that will underpin organisational direction for information management.

General

• Work across the BTA team and assist in all areas of work. Co-ordinate and attend internal and external meetings and events.
• Contribute to the general administrative running of the BTA.
• Adhere to and promote the BTA’s organisational values.
• To be flexible and carry out other associated duties as may arise, develop or be assigned in line with the broad remit of the post