Advice Line Advisor

6 months ago

Leicester, United Kingdom reunite International Child Abduction Centre Full time

**About reunite International Child Abduction Centre**

reunite International Child Abduction Centre is the leading UK charity specialising in international parental child abduction and the movement of children across international borders. For over 35 years we have been providing advice, information and support to parents, family members, guardians and professionals who are involved in cases of international parental child abduction, prevention of abduction, relocation and contact across international borders. Our telephone advice line is open 24/7 and manages in excess of 1,500 new cases and 20,000 calls every year.

**Job title: Advisor**

**Hours: Full time = 35 hours a week (usually 9:30am - 5:30pm)**
**Possibility of part-time position**

**Location: Office based (Leicester)**

**Salary: £21,750 (pro rata for part time role)**

**Job Description: Advisor**

A. AIMS OF THE POSITION:

- Provide high-quality, impartial, professional advice, information and support to clients calling the advice line who may be parents, carers, family members and professionals experiencing international parental child abduction or have concerns about the movement of children across international borders.
- Maintain accurate, up to date, confidential data and records on the case management database to ensure continuity of service to clients and sound data source for **reunite** to draw on for reporting, monitoring, evaluation and fundraising.

B. SPECIFIC AREAS OF RESPONSIBILITY:
1.:

- Staff the advice line 35 hours a week, responding to clients’ inquiries
- Undertake shifts on the out of hours emergency mobile telephone rota to ensure the service is delivering 24 hours a day, 7 days a week

2.
- Maintain accurate, prompt, up-to-date and appropriate records on the case management system to enable colleagues to maintain continuity of the service and managers to use data for essential functions such as fundraising, monitoring, reporting and evaluation
- Adhere to workplace policies and standards in record keeping and performance, with particular reference to confidentiality and safeguarding

3.
- Be a calm, efficient, practical, impartial, reassuring support to often highly stressed and anxious parents and carers
- Participate in front-facing, external fundraising, communication, emotionally supportive and related events that may involve engaging with parents and third parties to promote the work and ethos of **reunite** and support parents and others affected by the movement of children across international borders

C. GENERAL
- Adhere to workplace policies and standards
- Maintain accurate records and data
- Participate in staff and team meetings and related opportunities like supervision, training and development opportunities
- Support colleagues and management in preparing funding reports, monitoring and evaluation reports, fundraising bids and media and communications as appropriate
- Carry out your own administrative duties
- Undertake any duties consistent with the post as may be reasonably requested by the Chief Executive Officer and Board of Trustees.

Please note this job description is intended to outline the main duties of the post and may change as the post and organisation develops. Opportunities to build on the role and responsibilities are available.

**Person Specification**

**Experience, abilities and knowledge**

1. Experience of working with vulnerable people in emotionally charged or stressful situations: Desirable

2. Experience of partnership working: Desirable

3. Experience of working supportively with colleagues in a small close knit team: Desirable

4. Ability to use range of IT including use of databases and other software: Essential

5. Ability to maintain accurate, up to date records and handover: Essential

6. Ability to relate well to people who may be stressed and to provide a calm, reassuring and supportive focus by phone in particular: Essential

7. Good ability with oral and written communications for a wide range of audiences and occasions: Essential

8. Attention to detail: Essential

9. Knowledge of/willingness to learn and relay information in respect of law and legal information: Essential

**Salary**: £21,750.00 per year

**Benefits**:

- Casual dress
- Company pension
- Free parking
- On-site parking
- Sick pay

Schedule:

- Monday to Friday

Ability to Commute:

- Leicester (required)

Work Location: In person

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