Helpline Project Manager

Location: Home-based
Closing Date: 23rd Jan 2022
Helpline Project Manager

Employment Type: Employed

FFLAG is offering a 6-month contract of 15 hours per week (£27,000 per annum pro rata) on a freelance basis.

We seek an experienced Project Manager to set up processes and recruit volunteers for our support services, particularly our new helpline service which will be delivered through a new online platform.

The Charity

FFLAG (formerly Families & Friends of Lesbians & Gays) is a national voluntary organisation dedicated to supporting parents, families and their LGBT+ loved ones.  We offer support through our website, helpline, email answering service and local parents support groups. These services primarily offer support to parents who learn their child is LGBT+ and are provided by parents who have had the same experience.  Our aim is to help parents, families and friends understand, accept and support their LGBT+ members/friends with love and pride.  FFLAG members are parents, carers, families, friends and allies of LGBT+ people and the charity is overseen by a Board of Trustees.  We have no office base but do meet face to face for Board meetings, local groups, conferences, training and attend other events such as local Prides.

Project Purpose

FFLAG is the national umbrella organisation offering parental peer support to families with LGBT+ members; despite this we have no paid staff and a small number of trustees and volunteers currently provide all our support services.

In order to strengthen our support offer and make it sustainable, we are currently working with a corporate partner to develop a technology platform that will enable our support to be delivered online via our website; those seeking support will be able to choose a volunteer they relate to. For this to work we need to recruit and train a diverse range of new volunteers to staff the platform, as a priority.

We are looking to appoint an experienced person to create a sustainable process to recruit and coordinate our volunteers and keep them engaged. The initial priority will be the recruitment and induction of volunteers to staff the support platform, but the process must be suitable for recruiting all types of volunteers required to support our work. The process should include coordinating the recruitment, assessment, training, placement and retention of volunteers and will establish and maintain the administrative process to monitor and record volunteer activity.

After this project has been completed, a new part-time role will be established within FFLAG to take the volunteer programme forward. If you are interested in entering into a longer-term engagement with our charity as our first Volunteer Coordinator, please let us know when responding to the current opportunity.

At the heart of FFLAG is our love for family and desire for equality for our children. While many skills and attributes are important to this post there are two that are vital:

  • You must have experience of, and empathy with, the LGBTQ+ community 
  • You must have previous experience of recruiting and coordinating volunteers


Project Outcomes

A cohort of at least 10 new parent volunteers is recruited, trained and deployed. Appropriate support and training for volunteers and a sustainable recruitment process which includes publicity, interviews, DBS checks, taking up references, training and allocating roles is established. Volunteers feel valued and engaged and are retained and volunteer activities can be monitored and evaluated.

Project Deliverables 

  • Recruitment plan.
  • Assessment and induction process.
  • Training programme.
  • Administrative process for recording and monitoring volunteers.
  • Communication and engagement plan for volunteers.
  • An exit report/ manual to sustain this process.


For an application pack please email: [email protected]

The closing date for applications to be returned to us is 23rd January 2022.

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