Job title: Telephone Helpline First Line Advice Giver

Responsible to: Service Manager

Hours: 30hrs per week

Salary: responsibility band 3  spinal point 13

 £17,209 pro rata based on a 35 hour week

Control Office: Swansea

Date post added: 6th October 2020

Closing date for application: 23rd October 2020

Main purpose:    Empowering families and young people through:

  • Answering calls from families and young people
  • Recording information accurately
  • Exploring the concerns of the caller

Main Tasks:

  • To support a full time, bilingual, Help Centre through active listening and volunteer support
  • To explore the issues, record the main points and set up call backs according to the system in place
  • When confident – to signpost callers to existing written information
  • To support the recruitment of volunteers into this project
  • Supporting the training of new volunteers
  • Supporting the reporting process – gathering data
  • To log detailed information into our casework management system
  • Manage an appointments calendar and delegate referrals to specialist advisors.

(Covid homeworking applies to this post but induction and some in-office and face to face work is required)

This post requires the ability to work without close supervision once training has been completed

Person specification – THL First Advice Giver will have


  • Corporate understanding and commitment to the work and purpose of SNAP Cymru
  • Flexible approaches to problem solving
  • Empathy with families and young people
  • Active listening to other views to find common ground
  • Reflection leading to continuous improvement


  • Good general education or above
  • Excellent written and spoken communication
  • Respect for other staff, volunteers, families and young people
  • Adherence to SNAP Cymru policies and procedures and national legislation and guidance


  • Excellent telephone support skills
  • Developing staff and volunteers
  • Ability to capture data accurately and summarise facts succinctly


  • A good understanding of the difficulties faced by families where a child or young person has additional needs and the schools they attend

Ability in Welsh and other languages, including Bliss, BSL and Total Communication, is desirable for all posts across Wales and Welsh language is essential for some

If you would like to discuss this post please ring:

Lindsay on  0780 301 8064 or email:

To apply please send a CV with any additional appropriate information to 

Closing date for application: 23rd October 2020

Please visit our website  for a wider view of our organisation and areas of work