Join HUGG as a Telephone Support Lead

HUGG, Support After Suicide, is Ireland’s national suicide bereavement organisation. Established in 2018, HUGG provides unique, suicide-specific support through peer-led support groups, a telephone line, an information hub, research, advocacy, and education. We are the only national organisation dedicated to suicide bereavement support, working closely with the HSE and the National Office for Suicide Prevention (NOSP) under the Connecting for Life national strategy.

All HUGG staff and volunteers have lived experience of suicide, bringing deep empathy, active listening, and authentic understanding to those who turn to us.

We are seeking a compassionate, organised, and proactive Telephone Support Lead to manage initial enquiries, supervise telephone staff and peer volunteers, and guide people across Ireland toward timely, compassionate support.

Key Role Details

  • Job Title: HUGG Telephone Support Lead
  • Location: Remote (Work from home in the Republic of Ireland)
  • Contract: Part-time (22.5 hours/week worked over 3 days), Initial 1-year contract
  • Salary: €26,173 per annum
  • Closing Date: August 20, 2026
  • Full Job Description: Telephone Support Lead

Role Overview & Purpose

The Telephone Support Lead plays a central role in delivering compassionate listening, peer support, and resource signposting to adults affected by suicide loss across Ireland.

Working remotely under the direction of the HUGG CEO and in liaison with the HUGG Groups Manager, you will take a hands-on approach to manage initial telephone contact, direct individuals to appropriate HUGG support groups, supervises team members, and ensure data integrity within our CRM system.

Principal Duties and Responsibilities

  • Direct Support & Enquiries: Respond to initial enquiries from adults seeking suicide bereavement support, offering compassionate listening, service details, and appropriate signposting.
  • Group Allocations: Assign new members to HUGG support groups in coordination with the Groups Manager and Group Facilitators, monitoring group sizes to preserve an intimate environment.
  • Team Supervision: Provide line supervision and support to HUGG Telephone Support Service staff and Peer-to-Peer Volunteers.
  • Outreach & Referrals: Liaise with external organisations for incoming and outgoing referrals, and identify geographical areas with an unmet need for support groups.
  • Data & CRM Management: Maintain, monitor, and update enquirer records in line with Data Protection legislation using a CRM system (e.g., Salesforce). Collate KPI data for reporting.
  • Courtesy Calls: Conduct courtesy calls with existing group attendees to maintain continuity of care.
  • Representation & Advocacy: Participate as an “Expert by Experience” at suicide bereavement network events or presentations, as agreed.

Candidate Eligibility Criteria

Essential Requirements

  • Lived Experience: A personal commitment to suicide bereavement support informed by a lived experience of suicide loss.
  • Support Background: Proven experience in telephone support and/or a peer support environment.
  • Sector Experience: Prior active involvement or experience in the voluntary or charity sector.
  • Skills/Qualifications: A formal qualification in counselling or active listening skills.
  • Residency & Setup: Resident and legally eligible to work in the Republic of Ireland, equipped with a reliable broadband connection for remote work.

Desirable Criteria

  • Line management experience with staff or volunteers.
  • Specific grief, bereavement, or suicide prevention training (e.g., SafeTALK, ASIST, or IHF’s Bereavement Support Core Competencies).
  • TUSLA Mandated Person training.
  • Experience utilizing CRM systems (e.g., Salesforce).

Core Competencies & Skills

  • Communication: Fluency in written and spoken English, active listening skills, and an empathetic approach.
  • Self-Management: Ability to work independently from a remote environment while maintaining clear personal boundaries and prioritizing self-care.
  • Technical Proficiency: Comfortable with Microsoft Office, smartphone operation, and database/CRM software. High attention to detail.
  • Teamwork: Strong collaborative skills for weekly online team meetings and joint efforts with internal managers and external stakeholders.

How to Apply

To apply for the HUGG Telephone Support Lead position, please submit your CV and a tailored cover letter detailing how your experience aligns with this role.

  • Email Applications To: recruit@hugg.ie
  • Application Deadline: August 20, 2026

Equal Opportunity Employer: HUGG welcomes applications from all qualified candidates. Shortlisting will be conducted strictly against the objective criteria set out in this job specification. As part of our commitment to improving representation within our team, we particularly encourage applications from men, who are currently underrepresented in this role.

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