REMOTE ROLE - About the Role
Are you passionate about supporting families with children and young people with Special Educational Needs (SEN)? A dedicated UK-based charity is seeking a Helpline Coordinator to manage and enhance its helpline service.
This is a vital role where you will:
Provide empathetic, first-tier support to families navigating the complexities of SEN processes. Manage a team of volunteers, ensuring they are well-supported and trained to handle calls effectively. Work closely with families and volunteers in a collaborative and open environment. Responsibilities Include:
Taking Calls: Offer guidance and first-tier support to families, signposting them to appropriate next steps. Volunteer Management: Oversee a team of 30+ volunteers across the UK, providing mentoring, supervision, and feedback. Training & Recruitment: Recruit new volunteers and run training and support sessions to maintain a skilled and engaged team. Continuous Improvement: Gather feedback and help improve the helpline service. Case Summarisation: Summarise calls, identifying whether they are new/complex cases or first-tier issues. Key Skills and Experience:
Strong communication skills and excellent command of the English language. Organised with great attention to detail—able to dot the i’s and cross the t’s. Knowledge of SEND law (IPSEA qualifications preferred, ideally Level 3, but candidates with Levels 1 or 2 who are willing to study further will be considered). Experience supporting families with SEN or working in related roles (e.g., SEN support teacher, youth worker, or legal advisor). Empathy and patience to handle calls from emotionally desperate parents. Ability to adapt to flexible working hours based on helpline times (9 AM-12:30 PM, 1 PM-4 PM, and 6 PM-9:30 PM). Desirable Attributes:
Experience managing volunteers or teams in a collaborative environment. Familiarity with the ever-changing laws and terminology surrounding SEN, autism, and education. Personal experience with SEN, either as a parent or professional, is a bonus.
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Are you passionate about supporting families with children and young people with Special Educational Needs (SEN)? A dedicated UK-based charity is seeking a Helpline Coordinator to manage and enhance its helpline service.
This is a vital role where you will:
Provide empathetic, first-tier support to families navigating the complexities of SEN processes. Manage a team of volunteers, ensuring they are well-supported and trained to handle calls effectively. Work closely with families and volunteers in a collaborative and open environment. Responsibilities Include:
Taking Calls: Offer guidance and first-tier support to families, signposting them to appropriate next steps. Volunteer Management: Oversee a team of 30+ volunteers across the UK, providing mentoring, supervision, and feedback. Training & Recruitment: Recruit new volunteers and run training and support sessions to maintain a skilled and engaged team. Continuous Improvement: Gather feedback and help improve the helpline service. Case Summarisation: Summarise calls, identifying whether they are new/complex cases or first-tier issues. Key Skills and Experience:
Strong communication skills and excellent command of the English language. Organised with great attention to detail—able to dot the i’s and cross the t’s. Knowledge of SEND law (IPSEA qualifications preferred, ideally Level 3, but candidates with Levels 1 or 2 who are willing to study further will be considered). Experience supporting families with SEN or working in related roles (e.g., SEN support teacher, youth worker, or legal advisor). Empathy and patience to handle calls from emotionally desperate parents. Ability to adapt to flexible working hours based on helpline times (9 AM-12:30 PM, 1 PM-4 PM, and 6 PM-9:30 PM). Desirable Attributes:
Experience managing volunteers or teams in a collaborative environment. Familiarity with the ever-changing laws and terminology surrounding SEN, autism, and education. Personal experience with SEN, either as a parent or professional, is a bonus.
#J-18808-Ljbffr
