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Family Support Worker

3 months ago

NewcastleunderLyme, United Kingdom Caudwell CHILDREN Full time

Established in 2000, Caudwell Children is a National Charity which works to transform the lives of disabled children and their families, enabling them to challenge the barriers they face throughout childhood by providing practical and emotional support.

The Charity is going through an exciting period of growth having moved to a new state-of-the-art facility for multi-disciplinary therapy programmes for childhood disability and research of neurodevelopmental conditions, including autism, within the grounds of Keele University.

It provides a state-of-the-art base for the Charity’s therapies and an environment where ground-breaking research can be undertaken, potentially changing the way some disabilities are treated, affecting millions of people around the world. This is a fantastic and exciting opportunity to join a dynamic and fast moving Charity at a time when it will attract national and international attention.

The services of Caudwell Children enrich the lives of our children and families through the delivery of high quality person centred care and support services that promote independence and achieve valued outcomes. We seek to create a safe, homely and supportive environment that enhances the lives of children with autism and associated conditions.

**POST OUTLINE**

This is a permanent post as a member of the Family Support Team. Supporting families to access accurate, relevant and useful support and information from friendly, supportive and understanding staff and volunteers.

This role requires collaborative working with internal teams, including the Children and Family Services Department, Multi-Disciplinary Team (MDT), Applications Department and Volunteer Department.

Team members are also required to liaise with external organisations including health, social care, educational services, statutory and independent sector services.

**DUTIES & RESPONSIBILITIES**

**Main Duties**:

- Work as an effective member of the Family Support Team.
- Provide scheduled, telephone support calls to families following their ASD assessment.
- With volunteer support, provide reception cover on the clinical and main reception.
- Respond to telephone, written and electronic enquiries.
- Support triage and maintain team ‘inboxes’.
- Attend feedback meetings and support families to receive their assessment outcome.
- Support families whilst at the Caudwell International Children’s Centre (CICC). Specifically, meeting and interacting with families in a helpful, courteous and friendly manner.
- Carry out online research to provide families with useful, meaningful resources, signposting and information.
- Support and oversee volunteers carrying out tasks to aid service delivery.
- Support volunteers and the wider team to respond to our LIVE CHAT Service and general signposting and information service.
- Build positive relationships with families accessing Caudwell Children services maintaining a ‘family-centered’ approach.
- Build up knowledge and understanding of community and statutory services available to families. Such services include parent/ carer groups, special educational provision/ education, EHCP’s, Social Services, Health, CAMHS and voluntary services.
- Contribute actively to the required monitoring of outcomes for Caudwell Children’s services.
- Create and maintain high quality, accurate records on our bespoke internal database.
- Effectively contribute to the safe and smooth running of Caudwell Children’s services.
- Assist in preparing rooms for activities and families, ensuring the room and activities are safely tidied away at the end of the session.
- Be professionally accountable for all aspects of your own work, including the safe management of children, young people and families in your care; to ensure a high standard of practice for all.
- Support children and young people in an efficient and safe manner, reporting assessment results and problems identified accurately back to the relevant member of the MDT.
- Assist and supervise volunteers carrying out their roles as part of the Family Support Team.
- Liaise with members of the MDT and other Charity departments in a professional and timely manner as appropriate.

**Customer Care/Quality Assurance**:

- Support service teams to ensure, where possible and appropriate, children and families are involved in future programme planning and delivery.
- Communicate with children, families and all stakeholders in a way that respects their views, autonomy and culture.
- Uphold the principles and practice of customer care and continuous improvement.
- At all times, afford service users, colleagues and stakeholders the dignity and respect to which they are entitled with full regard to the organisations Equality and Diversity Policy.
- Ensure that customers/ stakeholders are enabled to comment and complain about any of the services they receive, ensuring all comments and complaints are dealt with promptly and in accordance with organisati