Volunteer Job Description
| Direct Supervisor: | Program Manager, Direct Services |
| Location: | Waltham, MA |
| Objective: | To assist the Direct Services Section of the Chapter Programs and Services Department with the delivery of direct services including Information and Referral, Financial Assistance, and Care Management services. |
Responsibilities:
These responsibilities include but are not limited to the following:
- Knowledge of multiple sclerosis and the needs of individuals and families affected by MS
- Knowledge of the programs and services offered by the chapter
- Assist with inputting client and service provider information into the chapter’s information and referral database (Altair)
- Provide Tier 1 information and referral services to clients
- Assist with the Lending Library program through organizing and sending out client requests, recording requests in Altair and other databases as appropriate, and adding new titles to the library
- Provide legal referrals to clients as assigned through the chapter’s Legal Referral program, and appropriately document these referrals in Altair and other databases as appropriate
- Call clients to follow up with Program Outcome Measurement Surveys for the Lending Library, Legal
- Referral and Home LINKS programs, and Tier I information and referral clients
- Represent the chapter at health fairs, conferences, and MS programs when available
- Assist with updating information in the chapter’s community resource and client database (Altair)
- Assist the Direct Services department with other projects when applicable
Qualifications:
- Strong listening and communication skills
- Understanding of the importance of quality customer service
- Good telephone etiquette
- Ability to interact professionally with clients, MS professionals, volunteers, and staff
- Ability and willingness to learn about the chapter’s programs and services offered to clients
- Ability to organize and prioritize time, energy, and resources
- Good computer skills including knowledge of Microsoft applications and willingness and ability to learn Altair
Training:
Direct Services Volunteers must attend customer service training and pass a certification test. Individualized training and ongoing support from staff is continually available as needed.
Time Commitment:
Direct Services Volunteers will establish a consistent, ongoing schedule with the Program Manager, Direct Services. Volunteers are expected to uphold this schedule, and to notify the Program Manager, Direct Services as early as possible when unable to do so.
Supervision
Direct Services Volunteers will receive ongoing supervision from the Program Manager, Direct Services. A formal monthly supervision meeting will take place with the volunteer, Program Manager, and Program Director present.