Family Support Connector

Children First

City of Edinburgh

On-site

GBP 25,000 - 30,000

Full time

2 days ago

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Job summary

Children First in Edinburgh is seeking a Family Support Connector to join the national Support Line. You will be the first point of contact for children, young people, families, kinship carers and professionals, providing a warm, compassionate response via telephone, webchat, email and outbound contact.

You will assess needs, gather information, identify safeguarding concerns, and connect people to family support, debt advice, welfare rights, energy support and advocacy, helping families access

Qualifications

Experience of speaking with people in a customer service role.
Experience of supporting people who may be distressed or facing challenging circumstances.
Excellent communication and listening skills.
Ability to gather information and make informed decisions about next steps.
Confidence using digital systems and managing communications across multiple channels.
Strong organisational skills and the ability to manage competing priorities.
An understanding of poverty, financial hardship and family wellbeing.
A commitment to safeguarding, children's rights and relational practice.
A willingness to learn and develop within a supportive and values-led organisation.

Responsibilities

Providing a compassionate, professional and welcoming first response to families and professionals contacting the Support Line.
Creating a safe environment where people feel listened to, respected and understood.
Using effective questioning and assessment skills to understand individual circumstances, strengths and support needs.
Undertaking initial assessments of need, vulnerability and risk.
Identifying safeguarding concerns and taking appropriate action in line with Children First policies and procedures.
Supporting children, families and carers to access the right help at the right time.
Providing information, guidance and reassurance to families facing a range of challenges.
Completing warm introductions and referrals to specialist Children First services.
Supporting families to access emotional, practical and financial support.
Helping families experiencing poverty, financial hardship, housing difficulties or social isolation connect with relevant services and resources.
Processing applications for emergency supports including food and fuel assistance where appropriate.
Managing inbound and outbound calls, emails and webchats efficiently and professionally.
Supporting appointment scheduling, follow-up activity and queue management.
Maintaining a positive experience for everyone using the service.
Identifying repeat contacts, emerging themes and unmet need to help improve service delivery.
Developing positive working relationships with colleagues, volunteers and external partners.
Building knowledge of local and national services including housing, employability, financial wellbeing and community support.
Participating in supervision, reflective practice, training and team learning.
Contributing to service development and continuous improvement.

Skills

Customer service

Distressed callers

Communication skills

Active listening

Info gathering

Digital systems

Time management

Poverty awareness

Safeguarding knowledge

Willingness to learn

Job description

Job Title :Family Support Connector

Reference number: CF26-55

Division: Children and Family Services

Location: Edinburgh

Salary: Band B6, £25,155 - £30,083 per annum

Post Type: Permanent, full-time

Closing Date:11th October 2026

Interview Date:Week Commencing 19 October 2026

Children First Support Line

Could you play a vital role within our national Support Line, helping deliver Scotland's mission to eradicate child poverty?

Join Children First and be part of a once in a generation transformation in how families access help to alleviate crisis, prevent harm and build long-term stability to break the cycle of child poverty.

Funded by the Scottish Government, we are doubling the size of our Support Line with the aim of supporting 7,500 more families across Scotland in the first year.

We've been preventing harm, supporting recovery and driving change since 1884 and our ambitious plans for the Support Line build on our experience of delivering cash-first, short, medium and long-term holistic support to families living in, or at risk of, poverty.

This is an exciting opportunity to join our growing multidisciplinary team and help ensure every family in Scotland has somewhere to turn when they need help.

About the Role

As a Support Line Triage Call Taker, you will be the first point of contact for children, young people, families, kinship carers and professionals seeking support from Children First.

Through telephone, webchat, email and outbound contact, you will provide a warm, compassionate and professional response, helping people feel heard, understood and supported from the moment they reach out.

Using skilled listening, effective questioning and sound judgement, you will gather information, assess needs and risks and connect people to the most appropriate support. You will play a key role in ensuring timely access to Children First services, including family support, money and debt advice, welfare rights support, energy support, kinship care advice and advocacy services, while helping families access wider community resources and partner support.

Working in a fast-paced contact centre environment, you will contribute to a service that strengthens families, reduces the impact of poverty and keeps children's safety, wellbeing and rights at the centre of everything we do.

What You'll Be Doing

Supporting Children and Families

Providing a compassionate, professional and welcoming first response to families and professionals contacting the Support Line.
Creating a safe environment where people feel listened to, respected and understood.
Using effective questioning and assessment skills to understand individual circumstances, strengths and support needs.
Undertaking initial assessments of need, vulnerability and risk.
Identifying safeguarding concerns and taking appropriate action in line with Children First policies and procedures.
Supporting children, families and carers to access the right help at the right time.

Information, Advice and Support

Providing information, guidance and reassurance to families facing a range of challenges.
Completing warm introductions and referrals to specialist Children First services.
Supporting families to access emotional, practical and financial support.
Helping families experiencing poverty, financial hardship, housing difficulties or social isolation connect with relevant services and resources.
Processing applications for emergency supports including food and fuel assistance where appropriate.

Contact Centre Operations

Managing inbound and outbound calls, emails and webchats efficiently and professionally.
Supporting appointment scheduling, follow-up activity and queue management.
Maintaining a positive experience for everyone using the service.
Identifying repeat contacts, emerging themes and unmet need to help improve service delivery.

Working Together

Developing positive working relationships with colleagues, volunteers and external partners.
Building knowledge of local and national services including housing, employability, financial wellbeing and community support.
Participating in supervision, reflective practice, training and team learning.
Contributing to service development and continuous improvement.

What We're Looking For

We're looking for someone who is passionate about supporting children and families and who can build trust quickly through empathy, compassion and kindness.

You may come from a contact centre, customer service, advice, support, housing, employability, health, social care or community-based background.

You'll bring:

Experience of speaking with people in a customer service, contact centre, helpline, advice or support role.
Experience of supporting people who may be distressed, worried or facing challenging circumstances.
Excellent communication and listening skills.
The ability to gather information sensitively and make informed decisions about next steps.
Confidence using digital systems and managing communications across multiple channels.
Strong organisational skills and the ability to manage competing priorities.
An understanding of the issues affecting children and families, including poverty, financial hardship and family wellbeing.
A commitment to safeguarding, children's rights and relational practice.
A willingness to learn and develop within a supportive and values-led organisation.

Our Values

With Love We put children first with compassion and kindness.
With Purpose We work alongside families and partners to transform children's lives together.
With Strength We do whatever it takes to protect Scotland's children.

What You'll Get From Us

At Children First, you'll be part of a values-led organisation committed to developing and supporting our people.

We offer:

40 days annual leave including public holidays.
Contributory pension scheme.
Flexible and hybrid working opportunities.
Wellbeing support and health benefits.
Blue Light Card discounts.
Learning, training and career development opportunities.
The opportunity to help shape an ambitious national service supporting thousands of families across Scotland.

Join Us

If you share our belief that every child in Scotland should grow up safe, loved and free from poverty and want to be part of a team that is transforming how families access support, we would love to hear from you.

Together, we can help alleviate crisis, prevent harm and build brighter futures for children and families across Scotland.

Please visit the following link to learn about our recruitment events to meet our team, hear about our plans and apply to work with us.

https://issuu.com/children_first/docs/children_first_support_line_recruitment_pack

Role Summary

As a Support Line Triage Call Taker, you will be the first point of contact for children, young people, families, kinship carers, and professionals seeking support from Children First. Through telephone, webchat, email, and outbound contact, you will provide a warm, compassionate, and professional response, helping people feel heard, understood and supported from the moment they reach out.

Using skilled listening, effective questioning, and sound judgement, you will gather information, assess needs and risks, and connect people to the most appropriate support. You will play a key role in ensuring timely access to Children First services, including family support, money and debt advice, welfare rights, energy support, kinship care, and advocacy, while also helping families access wider community resources.

Working within a fast-paced contact centre environment, you will maintain accurate records, contribute to service quality and continuous improvement, and support Children First's commitment to keeping children's safety, wellbeing, and rights at the centre of everything we do. You will embody our values of With Love, With Purpose and With Strength, ensuring every contact leads to a positive and empowering experience.

Key Result Areas

Service Delivery and Triage

Respond to enquiries received via telephone, webchat, email, and other approved channels in a timely, professional, and compassionate manner.
Create a safe and welcoming environment where children, families and professionals feel listened to, respected, and supported.
Use skilled listening, questioning and assessment techniques to understand individual circumstances, identify strengths and needs, and determine appropriate support pathways.
Undertake initial assessments of wellbeing, vulnerability and risk, escalating concerns and safeguarding issues in line with organisational policies and procedures.
Provide immediate practical support where appropriate, including processing applications for food, fuel, or other emergency assistance.

Information, Advice, and Introductions

Deliver accurate information, reassurance and guidance to help individuals understand available support options.
Facilitate effective triage, warm introductions, and referrals to Children First specialist services and external support organisations.
Maintain up-to-date knowledge of Children First services and local and national support networks to ensure effective signposting and partnership working.
Support families experiencing poverty, financial hardship, housing difficulties, social isolation, and other challenges to access appropriate assistance.

Contact Centre Operations

Manage inbound and outbound contacts efficiently, contributing to service targets, response times, and positive service user experiences.
Support appointment booking, contact management, queue monitoring and follow-up activity as required.
Identify repeat contacts, emerging themes, and complex cases, escalating concerns appropriately and contributing to effective demand management.

Recording, Data and Quality Assurance

Maintain accurate, timely and meaningful records using Microsoft Dynamics 365 and Advice Pro.
Ensure all recording meets organisational standards, data protection requirements, and information governance procedures.
Contribute to quality assurance, monitoring, reporting, and service improvement activities, using data and feedback to enhance service delivery.

Partnership Working and Professional Practice

Work collaboratively with colleagues, volunteers, and partner agencies to coordinate support around children and families.
Participate in supervision, reflective practice, training and team development activities.
Maintain and develop knowledge of safeguarding, children's rights, family support, financial wellbeing and relevant legislation, policy, and best practice.
Contribute to a culture of learning, continuous improvement, and relational practice across the service.

What We're Looking For

We are looking for someone who is passionate about helping children and families and who can create positive first experiences for everyone contacting Children First. The successful candidate will be naturally warm, approachable, and compassionate, able to build trust quickly with people who may be worried, distressed or facing significant challenges in their lives. They will be an excellent communicator who listens carefully, asks thoughtful questions, and helps people feel heard, understood and supported from the very first conversation.

They will be confident working in a fast-paced environment, balancing multiple contacts and priorities while remaining calm, organised, and professional. They will be able to gather information effectively, assess needs and make sound decisions about the most appropriate next steps, ensuring that individuals are connected to the right support at the right time. They will be comfortable using digital systems and managing communications across telephone, email, and webchat channels, while maintaining a high standard of accuracy and attention to detail.

We are looking for someone who understands the importance of putting children's safety, wellbeing, and rights at the centre of their practice. They will demonstrate empathy, compassion and kindness while treating every person with dignity, respect and without judgement. They will value diversity, champion inclusive and anti-discriminatory practice and recognise the strengths that children, families, and communities bring to overcoming challenges.

The successful candidate will be a collaborative team member who enjoys working with colleagues and partners to achieve positive outcomes for children and families. They will be committed to learning, reflective practice and continuous improvement and will be motivated by Children First's vision of ensuring every child in Scotland is safe, loved, and able to enjoy a happy childhood.

Evenings and Weekend work will be required on a rota basis.

Corporate Responsibility