I work providing the Hiss advice service. The service has developed from our face to face Hiss Drop in which was open to all twice a week. Pre-Covid the most we would see in a week was 10-15 people. In comparison I often take 30+ calls in a week; these are all recorded on a spreadsheet.
Providing a frontline service such as this can mean I am often the first person the clients have spoken to about their difficult and distressing situations.
This is an example of my day to day work in a week.
All work completed at home, tech can be an issue, but it’s working well today
On a typical day I arrive at the office ready for 9am and check we have enough milk to keep our hard-working staff in tea and coffee throughout the day! If we’re short then I’ll go to the shop to top up.
I will then update our system with the names of any staff who are working off-site so we can track their appointments and ensure they’re safe. After that I will update the office calendar as to who is off either on leave, training or sick.
If it is a Monday or a Wednesday I will make sure that the folders are ready for the drop-in sessions that we hold twice a week at the Harwell Centre. The door entry buzzer will often sound numerous times a day signalling the arrival of people wanting to attend the drop-in, clients who have appointments or other visitors. In between I will take many phone calls, which are often from people wanting advice or information so I forward them on to the relevant worker for support if it’s something I can’t answer myself.
During the drop-in sessions I will take a form down to each client to fill in whilst they are waiting to be seen. This is a really good use of time because it means - once an advice worker is able to see someone - we can start helping them more quickly.
I will check my emails and calendar reminders and action items as necessary throughout the day. There are certain tasks that need to be done on a schedule such as the weekly fire alarm test, setting up of the meeting room and the weekly health and safety check and there are ad-hoc tasks such as moving furniture around, fixing computer issues and dealing with any clients who come in without an appointment.
A typical day could also include making up bedding and tenancy packs or meeting removal men at our storage unit to unload items.
It is such a varied role that really anything could happen!