Family Support Administrator

Haven House Children’s Hospice; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A children’s hospice in Greater London is seeking a Family & Administration Support Co-ordinator to provide vital administrative support to the Care team. The role involves acting as the first point of contact for families, coordinating bookings, and ensuring timely support. The ideal candidate should have strong IT skills, excellent communication abilities, and administrative experience to play a critical role in helping families during challenging times. Benefits include annual leave, pension contributions, and more.

Benefits

27 days' annual leave

Pension scheme

Free onsite parking

Employee Assistance Programme

Eye care voucher scheme

Cycle to work scheme

Interest free season ticket loan

Qualifications

• 1 year of admin experience is essential.
• Experience working with special needs children and their families is preferred.
• Ability to work under pressure and multitask.

Responsibilities

• Act as the first point of contact for families and professionals.
• Coordinate in-house and community bookings.
• Ensure referrals are acknowledged and actioned.

Skills

Proven IT skills

Excellent communication skills

Organizational skills

Experience of data analysis

Education

Good standard of secondary education including English and Maths

Tools

Database

Word

Excel

Job description

Haven HouseChildrens Hospice supports babies, children and young people withlife-limiting and life-threatening conditions, and the families who care forthem. We provide specialist care, emotional support and practical help, alwaysfocused on compassion, dignity and respect.

Our FamilyAdministration Support Team (FAST) plays a vital role in ensuring families canaccess the right support at the right time.

This is anopportunity to be part of a supportive, values-driven organisation where yourwork genuinely makes a difference. You will play a key role in helping familiesaccess care and support during some of the most difficult times in their lives,while being part of a friendly and dedicated team.

Main duties of the job

We are looking for an organised, compassionate and proactive Family & Administration Support Co-ordinator to join our Care directorate. This role is often the first point of contact for families, making it ideal for someone who combines strong administrative skills with empathy, professionalism and confidence communicating with people during challenging times.

You will provide high-quality administrative and data support to the Care team, help coordinate bookings and referrals, and ensure information is recorded accurately across our systems. You will also work closely with families and professionals to ensure enquiries are triaged effectively and support is timely.

• Acting as a first point of contact for families and professionals, triaging enquiries and ensuring they are passed to the right team promptly.
• Coordinating in-house and community bookings and maintaining accurate records on the Care Database.
• Liaising with families to provide information, reassurance and signposting to relevant services.
• Attending weekly multidisciplinary panel meetings and ensuring referrals are acknowledged and actioned.
• Supporting coordination of the Pharmacy Clinic alongside the Pharmacy Technician (including one Saturday morning per quarter).
• Providing day-to-day administrative support to the Care team, including minute taking and project work.

About us

As an employee you will be entitled to the following range of benefits:

• 27 days' annual leave
• Pension scheme (company matches contribution up to 7%)
• Free onsite parking
• Employee Assistance Programme
• Eye care voucher scheme
• Cycle to work scheme
• Interest free season ticket loan

Haven House is committed to safeguarding and promoting the welfare of children and young people and expects all staff to share this commitment. Employment is subject to receipt of satisfactory references and an enhanced DBS check.

Job responsibilities

The Family Administration Support Team (FAST) provides day to day administration to the Care directorate. FAST acts as the first point of contact for families, ensuring smooth access to services as well as offering advice to families that are caring for a child with a life limiting or life-threatening condition to help address their individual needs.

The post holder will provide efficient and effective administrative support to the Care directorate and will support the provision of data for the organisation.

The Family Administration Support Co-ordinator will be responsible for working with all Care administrative systems within the hospice to support both Care staff and families.

KEY RESPONSIBILITIES

• To be responsible for triaging enquiries to the teams, ensuring they areforwarded to the correct person and those enquiries are acted upon.
• To make In-house and Community bookings for families and ensure the appropriate data entry into The Care Database system.
• Ensure all changes and amendments to The Care Database are actioned in a timely manner and troubleshoot any problems.
• To liaise with parents/carers and professionals when required.
• To communicate with families, provide support and signpost them to relevant resources.
• To attend weekly multi-disciplinary panel meetings and ensure that referrals are acknowledged and actioned.
• To assist in coordinating the Pharmacy Clinic for families alongside the Pharmacy Technician. This will include working one Saturday per quarter, in the mornings only.
• To provide day to day general administrative team support.
• Ensure completion of quarterly audits to comply with clinical reporting.
• To provide wider support to the Senior Care team e.g., minute taking.
• To carry out project work as and when required.
• To support and provide data for reports using The Care Database.

Data Administration

To extract monthly activity data from The Care Database and transfer to Excel to ease analysis.

General Requirements

• To safeguard all children and young people accessing services by responding to concerns raised in a timely and appropriate manner and effectively escalating them in accordance with Haven House policy and procedures.
• To maintain confidentiality in all areas of work at Haven House.
• To actively support and promote Haven House policies.
• To take responsibility for your continuing professional development.
• To co-operate with all staff in maintaining harmonious inter-personal relationships, internally and externally.
• To attend staff meetings and training as required.
• To ensure the respect, dignity and rights to privacy of children, young people and their families are respected as far as possible.
• To participate in supervision sessions and appraisals with your line manager.
• To be aware of Haven House policies and procedures and to adhere to these.
• To actively assist in education and training initiatives.

This job description is not a definitive or exhaustive list of responsibilities but identifies the key responsibilities and tasks of the post holder. The specific objectives of the post holder will be subject to review as part of the individual performance process.

Haven House is committed to Equal Opportunities in Employment and therefore it is our aim to ensure that no applicant or employee receives less favourable treatment on grounds of gender, disability, religion, race, colour, sexual orientation, and nationality, ethnic or national origins or is placed at a disadvantage by conditions or requirements which cannot be shown to be justifiable.

Haven House is responsible under the existing equality and diversity legislation to ensure equality issues are promoted and you are expected to work with Haven House to fulfil these obligations, policies and codes of good practice.

Employees must take reasonable care and be aware of the responsibilities placed on them under the Health & Safety at Work Act (1974) and to ensure that agreed safety procedures are carried out to maintain a safe environment for employees, patients and visitors.

Haven House is committed to safeguarding and promoting the welfare of children and young people and expects all staff to share this commitment. Employment is subject to receipt of satisfactory references and an enhanced DBS check.

Person Specification

Skills and Abilities

• Proven IT skills, including basic troubleshooting and the ability to use a database, Word, Excel, Power Point, Access and Outlook.
• Excellent administrative planning and organisational skills and ability to work on own initiative and under direction
• Excellent written, verbal and telephone communication skills required with families, staff and external parties
• Adaptable to the changing needs of children and their families
• Ability to work as part of an inter-disciplinary team as well as on own initiative
• Positive attitude, proactive and innovative
• Experience of data analysis

Qualifications

• Good standard of secondary education including English and Maths
• Evidence of continuing Professional Development

Experience

• 1 year of admin experience
• Understanding of the needs of children with special needs and their families
• Good interpersonal skills, with the ability to build relationships with colleagues at all levels.
• Experience of working with volunteers

Personal Qualities

• Motivated and enthusiastic with a flexible approach to work and hours
• Ability to work under pressure and multitask to deal with stressful situations
• Diplomacy and advocacy skills in relation to families and other agencies, and within Haven House
• Willingness to take on new challenges and responsibilities

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.