Support Line Coordinator

Job Title:Support Line Coordinator
Reference number:CF26-27
Location:Edinburgh
Salary:Band C per annum
Post Type:Permanent Full-time (35 hours per week) X 2 positions
Closing Date:1^st July 2026
Interview Date:8^th July 2026

Do you want to help create a safer brighter future for children across Scotland
Children First Scotlands national childrens charity is looking for a Support Line Coordinator to join our national service. By joining us you will help protect children support families and make sure no one has to face difficult moments alone.


Based in Edinburgh with some flexible hybrid working this role sits at the heart of our national support line. You will provide compassionate skilled support to families carers and professionals who may be facing some of the most challenging times in their lives.

You will respond to busy and varied contacts through phone webchat and email offering timely advice emotional support and practical guidance. Every interaction is an opportunity to keep a child safe strengthen a family and make sure childrens voices are heard.

You will record your work clearly and meaningfully so that it reflects families experiences and helps us learn improve and grow our services.

This is a fast-paced role but at its core it is about connection empathy and good judgement.

• Provide high quality support to families carers and professionals across Scotland
• Listen carefully to understand what matters most to children and families
• Offer clear advice that helps keep children safe and supports recovery
• Respond to a high volume of contacts with care and professionalism
• Maintain accurate child-centred records that inform service development
• Work as part of a team to improve how we support families across Scotland

Families are facing increasing pressure including poverty online harm and emotional distress. Our support line is often the first-place people turn.

Your work will help ensure that:

• children are safer
• families feel listened to and supported
• people get the right help at the right time

• A relevant professional qualification at SCQF level 9 such as social work health education or community education
• Experience supporting children young people or families facing challenges
• Experience of supervising or supporting others including staff or volunteers
• Strong listening skills and the ability to respond with empathy and clarity
• The ability to manage risk and make sound decisions under pressure
• Confidence working in a fast-paced environment

• A supportive inclusive team where your wellbeing matters
• A strong focus on learning reflection and development
• 40 days annual leave (pro rata)
• Contributory pension scheme
• Generous family leave
• Flexible working options

You will be part of a team that lives its values every day:

With love we put children first with compassion and kindness
With purpose we work together to transform childrens lives
With strength we do whatever it takes to protect Scotlands children



We believe all children should have hopes dreams and opportunities. But for many they dont exist. This has to stop. We must put children first.

We welcome and encourage applications from potential colleagues from all backgrounds ethnicity gender sexual orientation religion belief disability who share our values.

Do you have what it takes to join our team and help us protect children and keep them safe We would love to hear from you.

Closing date: Wednesday 1st July 2026.
Interview date: Wednesday 8th July 2026

If you would like to discuss any aspect of the role before applying please contact:


Children First has a long tradition of valuing and involving sessional and volunteer workers. To find out more about volunteering with us please visit our website.

The selection process will include seeking PVG Scheme

FULL JOB DESCRIPTION:

Role Summary

• Provide skilled compassionate support to children young people and families across Scotland through the Children First Support Line a free national service.
• Deliver high quality advice and emotional support through phone web chat and email helping people feel heard understood and supported.
• Responding to diverse support needs with empathy prioritising the welfare of children and families always keeping childrens safety and wellbeing at the center of our practice.
• Manage inbound and outbound contacts in a calm and organised way ensuring each person has a positive and respectful experience.
• Use strong listening questioning and assessment skills to understand risk build trust and support people through difficult conversations.
• Record work clearly and meaningfully to reflect families experiences and inform service improvement and development.
• Gather and use relevant information to provide accurate evidence-informed guidance.
• Represent Children First values in every interaction making sure practice reflects our commitment to childrens rights and strengthening families.
• Child protection measures must be followed and escalated appropriately ensuring the child and their needs remain at the center of our practice

Relationships with children young people and families

• Build trusting relationships where children and families feel safe to share what matters to them
• Carry out timely high quality assessments of risk and need using a strengths-based approach that involves children families and relevant partners or stakeholders
• Provide direct support to children young people and families including advice guidance and advocacy to help children express their views and have their rights upheld
• Deliver professional accurate compassionate support to people seeking help across phone web chat and email
• Respond calmly and safely to concerns about child protection and trauma following organisational guidance at all times
• Support families to explore and access financial wellbeing support where needed
• Use reliable evidence-informed sources to provide clear helpful information tailored to each enquiry
• Maintain a high standard of service actively seeking feedback and identifying themes in families experiences to inform learning and improvement
• Record and respond to feedback including complaints and compliments to strengthen the quality of the service
• Carry out regular reviews with children young people and families ensuring their views shape decisions and next steps

Operational Requirements

• The post holder will work a flexible shift pattern to ensure coverage of operational hours throughout the week including Monday to Sunday and Bank Holidays as required. Additionally the post holder may be scheduled to work during significant festivals such as Christmas Diwali and Eid on a rota basis alongside other team members.
• You will enable people to access the support available from our support line volunteers providing the necessary advice guidance and support to our volunteers.
• To support families connected with the Service in consultation with the Service Leadership receiving and responding to contacts from external agencies.
• To work independently as part of a team to prioritise and manage own workload
• To record maintain and review information gained through the process of assessment monitoring and review within the Children First recording system (Dynamics). Maintaining accurate records that will inform the charity and support future service development.
• To maintain awareness of research and policy development through personal reading and study taking responsibility for own professional development and understanding.
• To communicate share knowledge and participate in the wider work of the support line team and other relevant services.
• To develop and maintain consistent and meaningful internal communications practices.
• You will work with colleagues across the organisation to provide a positive experience of Children First to respond to queries.
• To make constructive use of internal support and supervision processes and take responsibility for continuous professional development undertaking mandatory and relevant internal courses as required and where appropriate undertaking post qualifying training in child protection practice teaching or other relevant courses.
• Review and provide feedback about content created for Children First support line.
• To support activity which contributes to the sustainability of the service.
• To support the wider organisational activity and strategy of Children First.
• To support activity which develops and strengthens the Children First brand and public profile.
• Working from home for some days per week could be considered once a reasonable induction time has passed.

Relationships with others

• To evaluate information gained through the process of assessment monitoring and review and share this with children and families and others appropriately and sensitively and in accordance with legislation and policies on confidentiality and safer care.
• To contribute to Children First working groups sharing and developing practice across the areas of work and to work within and help develop best practice standards.
• To represent Children First at external events and activities particularly with local social work education health or third sector agencies but sometimes at national events. To work constructively with a range of external agencies to promote a multi- disciplinary team around the child approach.
• To provide advice guidance training and consultation services to colleagues across the charity and to staff working within partner agencies.
• To contribute to the development of best practice and the success and development of the service by actively participating in team meetings by developing excellent working relationships with other team members and by contributing to the knowledge and sharing of best practice with colleagues across the charity.
• To support and supervise volunteers students and where appropriate sessional staff mentoring coaching and leading practice and taking an active role in their recruitment and development.

Corporate Responsibilities

• Be committed and adhere to Children First vision mission and values.
• Comply with Children First Safeguarding policies and procedures.
• Comply with Children First Code of Conduct and any relevant professional standards relating to the role.
• Actively consider the involvement of children young people and families with whom we work in all areas of practice and to implement the Children First Participation Standards.
• Actively consider the involvement of volunteers in all areas of our work and to implement the Children First Volunteer Development Policy.
• Observe all health and safety requirements.
• Work within and promote policies in relation to Equity Diversity and Inclusion and anti-discriminatory practices.
• Undertake any other reasonably required duties as instructed by line manager or someone acting on their behalf in addition to the role specific responsibilities detailed below. Be aware of responsibilities under the Data Protection Act and work in accordance with these.