Information and Support Coordinator

Leicestershire County Council; Glenfield; On-site; GBP 40,000 - 60,000; Full time

Job summary

A local government authority in Glenfield seeks an Information and Support Co-ordinator to provide telephone support and engage with families. The ideal candidate will communicate effectively, understand diverse community services, and manage workloads efficiently. Opportunities for flexible working arrangements are available.

Qualifications

• Experience in providing telephone support and advice to families.
• Understanding of a range of services offered in Leicestershire.
• Able to prioritize a demanding workload.

Responsibilities

• Provide telephone support and advice to families.
• Work collaboratively with colleagues from various agencies.
• Apply threshold criteria to individual cases.

Skills

Communication skills

IT skills

Knowledge of Family Help

Collaboration

Job description

Overview

The Family Help Triage team are looking for a focused and motivated individual to join our busy team as an Information and Support Co-ordinator (ISC). This role includes reading referrals that come into our service from other services and families, and making phone calls to families, enquiring about what support we can offer and signposting to appropriate services. Therefore having good communication, IT skills and knowledge of Family Help and other services is a key part of this role. You will also be part of a multi-disciplinary team with a good network of support from colleagues and managers. We are keen to support employees to balance their working life with other commitments. Wherever possible, we will consider working arrangements that suit an individual\'s personal circumstances whilst still meeting the needs of the Council. If you would like to discuss the possible flexible working options that might be applicable to this role, please contact the person named below. This may include requests for term-time working, part-time hours, compressed hours, flexible start and finish times, home/remote working, etc.

Responsibilities

• Experience in providing telephone support and advice to families, asking the right questions to get the information required.
• Experience of working in a multi-agency environment which involves working in collaboration and partnership with colleagues from a range of agencies and services.
• Experience of applying threshold criteria to individual cases, of challenging inconsistency, and ensuring that written procedures and guidelines are followed appropriately.

Qualifications / Experience

• A sound understanding of the range of services on offer in Leicestershire and through national programmes. This would include knowledge of core provisions such as parenting and family support, as well as knowledge of, for example, community-based initiatives or sources of support such as religious or community groups.
• Able to prioritise a demanding workload, taking a consistent approach to responding to children, young people, their families, and other professionals.
• A skilful communicator, able to convey important information to a range of different audiences, which might include children and young people, parents, and professionals from a range of agencies.
• Confident in own abilities and able to work with minimum supervision, but also able to recognise where support is needed

You must also have an understanding of, and commitment to, equality, diversity and inclusion. In addition, we also expect you to share our commitment to our values and will ask you to evidence when you have demonstrated them as part of the selection process.

Disability Confident About Disability Confident: A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people.