Responsible to: Operations & Befriending Lead

Expected hours: Flexible, with regular agreed availability particularly helpful for coordinating journey requests.

Expenses: Agreed out-of-pocket expenses may be claimed in line with Gosport Community Support procedures. (Claiming expenses is entirely optional.)

Purpose of the role

To help coordinate the day-to-day operation of Gosport Community Cars, our voluntary transport service supporting local people who may struggle to access suitable transport.

The Volunteer Community Cars Coordinator acts as an important link between service users, volunteer drivers and the Gosport Community Support team, helping ensure journeys are arranged clearly, safely and efficiently.

The volunteer will work within agreed procedures and with support from the GCS team. They will not be expected to manage the service or resolve complex situations alone.

Main responsibilities

The role may include:

• Receiving telephone, online or other journey requests.
• Taking and recording the information needed to arrange a journey.
• Registering new service users in accordance with GCS procedures.
• Checking that requested journeys fall within the scope of the Community Cars service.
• Entering and updating service-user and journey information on the appropriate database or system.
• Contacting volunteer drivers to identify someone available to undertake a journey.
• Providing drivers with the information they need for an agreed journey.
• Confirming journey arrangements with service users.
• Keeping accurate records of bookings, cancellations and completed journeys.
• Responding to routine enquiries about the service.
• Keeping in touch with volunteer drivers and communicating relevant information.
• Passing any concerns, unusual requests or difficulties to the appropriate member of the GCS team.
• Helping identify gaps in driver availability or periods of particularly high demand.
• Supporting other administrative tasks associated with Gosport Community Cars where required.

What we are looking for

We are looking for volunteers who are:

• Friendly, patient and confident speaking to people on the telephone.
• Organised and able to keep track of several pieces of information.
• Reliable and accurate.
• Comfortable using a computer and entering information onto a database.
• Able to communicate clearly with service users, volunteer drivers and colleagues.
• Calm when plans change or unexpected situations arise.
• Able to problem-solve while recognising when something needs to be referred to the GCS team.
• Respectful of confidentiality and sensitive personal information.
• Able to follow procedures consistently.
• Understanding and respectful when communicating with older and vulnerable people.

Previous experience in administration, reception, customer service, transport coordination or booking systems would be useful but is not essential.

Confidentiality and data protection

The role involves access to personal information about service users and volunteer drivers. This may include contact information and details relevant to an individual’s transport needs.

Information must only be accessed, recorded and shared where necessary for the operation of the service and in accordance with Gosport Community Support’s confidentiality and data protection procedures.

Safeguarding

Volunteer Coordinators may occasionally receive information that raises concerns about a service user’s welfare or safety.

Any safeguarding or wellbeing concerns must be reported promptly in accordance with Gosport Community Support’s safeguarding procedures. Volunteers are not expected to investigate concerns themselves.

Checks, training and support

Gosport Community Support will provide induction and training covering the Community Cars booking process, database and record keeping, confidentiality, safeguarding and relevant service procedures.

Relevant checks, including references and a DBS check where required for the role, will be completed before volunteering begins.

Ongoing support will be available from the GCS team, and volunteers should always ask for guidance if they are uncertain about a request or situation.