Responsible to: Service manager

Hours          20

                    14.00-18.00 Monday to Friday

Salary: responsibility band 3  spinal point 13

 

£17,835.26 pro rata based on a 35 hour week

Control Office: Caernarfon / Swansea / Cardiff / Hengoed have space available for this post

 

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, HelpCentre 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 recruit volunteers into this project
  • Training of new volunteers
  • Reporting process – gathering data
  • You must possess excellent telephone skills and also be able to log detailed information into Casework management system
  • Ability to capture data accurately and summarise facts succinctly
  • Manage an appointments calendar and delegate referrals to specialist advisors.

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

 

 

Person specification – THL First Advice Giver will have:

Attitude

  • 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

 

Standards

  • 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

 

Skills

  • Telephone support
  • Developing staff and volunteers

 

Knowledge

  • 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 this post