Refugee Support

**Refugee Support - Project Coordinator (Enquiry Line)**

**Location: UK Flexible**

**Contract: Fixed Term Contract until March 2024**

**Hours: 35 hours per week**

**Salary: £26,083 per annum pro-rata**

**About the role.....**

Reporting to the Service Manager (Enquiry Line) as part of the Refugee Support and Restoring Family Links team, the
**Project Coordinator** will be responsible for developing, coordinating and delivering the Enquiry Line project for refugees, asylum seekers and other vulnerable migrants in the southeast area and will undertake a range of duties designed to develop, maintain, promote the service.

This is a role where you will be working alongside a small staff team, and a large body of volunteers, to ensure that we can quickly respond to all the enquiries that come into our widespread team.

This ‘first point of contact’ for our service users, is vital in ensuring that they are given timely information, triage incoming requests and if appropriate move the enquiry onto our casework service.

Where possible or suitable, we signpost enquiries to a more relevant service, ensuring that those who do work with, get our full attention, and we work with them, towards quality outcomes.

We use a range of call centre technologies to ensure that people can access our service and are in the process of developing the service to ensure that we are as accessible, timely and proactive as possible.

This role will be part of the day-to-day operations and enquiry handling team, develop and train volunteers and manage them going forward. A specific aim will be to ensure that all volunteer induction materials relating to this role are carefully created, tested and then updated to support the team long term.

**Could this role be for you?**
- Organisational skills - planning, managing and monitoring own and others workload
- English language proficiency; can understand the main ideas of complex text including technical discussions in their field of specialization, can produce clear text; can use language flexibly and effectively for professional purposes; can understand a wide range of demanding, longer clauses, and recognize implicit meaning.
- Ability to support, manage and develop volunteers.
- Excellent communication skills, including:
- ability to communicate with people from diverse cultures and those whose first language is not English- ability to influence and adapt communication style to different audiences- Ability to work as part of a team in a high-pressure environment- Proven ability to ensure sensitive, safe and ethical working practices within projects working with vulnerable groups of people.- Reflective practice - ability to pause, draw out learning from experience, listen to others and improve practice- Presentation and facilitation skills- Ability to listen, empathise and provide emotional support to highly distressed and vulnerable people in crisis**Knowledge**
**and Training.......**

Understanding of issues relating to refugees and asylum seekers and other vulnerable migrants

Educated to GCSE or equivalent by experience

Understanding of the needs led user focused philosophy

Knowledge and understanding of the roles, functions and purpose of statutory and non-statutory agencies in the field of refugees and other vulnerable migrants

Understanding of working with interpreters in group settings

Knowledge of local area and available services

Good working knowledge of IT systems in general

Experience of cross-agency partnership and collaborative working

Experience of managing, supporting and developing volunteers or staff

Experience of delivering learning and development activities

Experience of working with vulnerable people with complex needs**

**About us.........**

Refugee Support provides core services to asylum seekers and refugees, including Orientation, Destitution Support Casework, Family Reunion Integration and Travel Assistance.

The British Red Cross Refugee Support work closely with the refugee sector and wider community partners to promote access to services and support integration.

For people in crisis, as a result of their migration status, in need of protection, displaced and often having experienced family loss and separation our Refugee Support and Restoring Family Links team will deliver on our unique position and responsibility as part a truly global humanitarian organisation, present at every stage on the migratory trail to:

- Reduce destitution and exploitation
- Restore family links and facilitate reunion
- Challenge stigma and build inclusion
- Ensure protection and empower people to make positive decisions to regain control of their lives

We will do this by mobilising the power of humanity through three distinct vehicles for change - advocacy, service delivery and by creating the right environment.

We will engage with our service users and use their experience and evidence to inform our development and delivery and will seek out opportuniti