Support Line Coordinator

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.