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Relief Support Coordinator

Pieta House -
Remote

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Job details

Permanent
€15.61 an hour
5 days ago

Qualifications

Microsoft Office
SharePoint
IT
Communication skills

Full job description

The Support Coordinator plays a vital role in providing a compassionate and professional point of contact for individuals seeking support.

Permanent Relief Contract - Hours vary from week to week and are dependent on roster requirements and staff leave on the team. Shifts are offered in advance where leave has been pre-booked. Flexibility is required to cover shifts sometimes at short notice, to cover sick leave for example.

Availability required across Monday - Friday from 8am - 9pm & Saturday 9am-2pm

Location: Remote

Position Type: Permanent Relief Contract - Hours vary from week to week and are dependent on roster requirements and staff leave on the team. Shifts are offered in advance where leave has been pre-booked. Flexibility is required to cover shifts sometimes at short notice, to cover sick leave for example. Availability required across Monday - Friday from 8am - 9pm & Saturday 9am-2pm Location: Remote

Salary: €15.61 per hour - €15.61 per hour

Role & Responsibilities:

Pieta’s Helpline and Service Support Team provides practical and crisis support to those impacted by suicide and self-harm.

The 24/7 Helpline provides free, confidential support to anyone affected by suicide, self-harm, or bereavement by suicide. The service is delivered by qualified mental health professionals who offer a trauma-informed, person-centred approach that prioritises compassion, clinical safety, and timely access to care.

The Support Coordinators, work alongside Helpline mental health professionals, and staff across all Pieta services. Support Coordinators, answer general service related calls and queries and assist callers in accessing Pieta’s range of services and other relevant supports. They also provide advice and information, manage waiting lists and client allocations, schedule appointments, and respond to general queries about Pieta’s services.

Working collaboratively across all Pieta services, the Helpline and Support Coordinator team ensures that every person who reaches out is met with care, understanding, and a clear pathway to the right support.

Role & Responsibilities:

The Support Coordinator plays a vital role in providing a compassionate and professional point of contact for individuals seeking support. The role ensures that callers are guided sensitively through the initial stages of accessing services; provided with timely advice and information; and also supporting the wider service through effective coordination, administration, and communication. Support co-ordinators are also required to maintain high standards of communication, record-keeping, and data integrity:

Answering the phone and responding empathically to callers, responding to emails and dealing with queries
Take caller information to identify their needs and respond appropriately to determine appropriate service pathways following Pietas Policies and Procedures.
Provide information, advice, and support to clients in a respectful, non-judgmental manner.
Offer signposting and referrals to appropriate internal or external services based on caller needs.
Support callers in accessing Pieta’s range of services, including managing appointment scheduling and follow-ups.
Maintain and manage waiting lists to ensure clients are contacted promptly, kept informed, and appropriately supported during their wait.
Check and manage waiting lists to ensure clients have been contacted with either an appointment, or a phone call to check in with them
Ensure accurate and up-to-date caller records, status updates, and appointment tracking in line with clinical governance and data protection standards.
Liaise regularly with relevant managers to support the effective and equitable allocation of clients and management of waiting lists.
Collaborate with key internal and external stakeholders to support seamless service delivery and client care.
Ensure compliance with data protection (e.g. GDPR), confidentiality, and safeguarding policies at all times.
Assist the Data Analyst and Service Managers in maintaining accurate data and supporting timely reporting requirements.
Fulfil child protection duties in accordance with the Children First Act 2015 and Pieta’s safeguarding protocols.
Carry out additional service-related administrative or client-support tasks as required to support the efficient running of the service.
Adhere to all Pieta policies, procedures, and guidelines, including those relating to Health & Safety, GDPR, and Child Protection, to ensure consistent and compliant service delivery.

Essential Education, Skills and Experience:

Education, Skills and Experience Required:

Excellent Interpersonal and Communication Skills
Childrens First Certificate
Must have a compassionate and caring telephone manner
Excellent IT skills with familiarity of MS Teams; Sharepoint; client management systems etc
Able to manage highly emotive situations, to remain calm and respond appropriately
Exercise good judgment about who to share information with when the level of confidentiality is unclear
Demonstrate a belief and enthusiasm for the work of Pieta and adhere to the core values of Pieta
Ability to work on their own initiative and a strong ability to work with a team
Organised and flexible in meeting multiple demands
Proficient IT skills e.g.Microsoft office; MS Teams; Sharepoint; etc
Experience working with databases will be an advantage (e.g. Salesforce CRM)
Good organisational and administration skills with careful attention to detail
Capacity to complete work in a timely and accurate manner

Please Note: Garda Vetting is required of the successful candidate

How to Apply:

Applications for this post should be made via by 10th June 2026. Please attach a CV and cover letter outlining your particular suitability for the role.

Pieta is an equal opportunities employer, meaning we do not discriminate based on age, race, colour, religion, ethnicity, national origin, sex, sexual orientation, or physical/mental disability. We are committed to a diverse and inclusive workplace for all. We offer additional support to those with additional requirements. Please let us know if you require support ahead of your interview.

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