Family Services Coordinator

**Job Title: Family Services Co-Ordinator**

**Reports to: Administration Manager**

**Job purpose**: To be responsible for the communication and coordination of all family services including enquiries, bookings, confirmations and payment. To be the appointed person for Health and Safety and to bring areas of concern to the Administration Manager and the Therapy Manager. To support the team with office administration as and when required.

**Tasks**
- Maintain a working knowledge of the conditions presented and methods used in bibic therapy and develop this in response to any changes.
- Receive and respond to enquiries from families and professionals booking telephone interviews, assessments and reassessments and on occasions training and seminars.
- Ensure there is an up-to-date knowledge of services to signpost unsuccessful referrals to.
- Liaise with families and therapists to arrange and schedule required services and confirm those in writing to families. Reschedule and deal with cancellations as required, including cancellation charges.
- Manage the payment system for families and professionals with responsibility to send information for invoices to Finance, agree payment arrangements with families, respond to and manage non-payments.
- Monitor the Family journey through the various phases of the service (starting with the enquiry finishing with booking assessments and chasing payments).
- Monitor allocations to Therapists, to ensure fair and appropriate workloads and support the creation of rotas.
- Maintain and manage Clinic Database, alert staff to errors, and recommend developments. Assist with the implementation of any new Database developments and ensure staff are trained in how to use the database.
- Produce routine statistical information and other impromptu information when required.
- Collate data needed to monitor our service standards and lead on the development of those.
- Attend and participate in Team Meetings, monthly supervision and annual appraisal, and complete actions with agreed timescales.
- Assist the Therapy Team and Managing Director with preparations and materials for promotional and training events and deliver presentations as required to small groups.
- Maintain a recommended programme of replacements and renewals. This includes periodic review of supply contracts (for example mobile phone contract), and sourcing best value when contracts expire, or when adjustments appear available mid-contract.
- Act as the ‘Appointed Person’ for H&S and take a lead role for the premises, keeping abreast of law and best practice so we comply with those. Ensure a routine H&S checks are carried out on our rented area (which include checks on the Landlord’s fire alarm and fire safety equipment) and ensure corrective actions are taken by bibic, or reported to the Landlord, within timescales.
- Ensure evidence is received of the Landlord’s key responsibilities at the required intervals;
i. Asbestos Register

ii. 5 yearly electrical tests

iii. Gas safety certificate

iv. Legionella certificate

**Additional duties**
- Carry out other duties as may be required from time to time
- Act at all times within bibic’s policies and procedures
- Promote bibic’ good name, and an effective working relationship, with outside organisations.
- Work outside office hours, travel, and make overnight stays when required

**Terms and Conditions**

Salary Scale: Band 2 - £20, 319 to £24,124

Holiday: 31 days inclusive of 3 mandatory days between Christmas and New Year and 8 bank holidays.

Hours: Full Time - 37.5 hours per week

Base: Hybrid - Office and home based

Pension: You will be eligible for bibic’s auto-enrolment scheme

Benefits: Life Insurance and group permanent health care insurance following 1 years service.

**Person Specification**

**Education and qualifications**
- **Essential**_
- Demonstratable experience in the use of Microsoft Office, including Excel and word.
- At least 1 years’ experience in an office administration role.
- Experience in dealing with public enquiries, sometimes from anxious or distressed callers.
- An understanding of good customer relations.
- Previous use of Databases.
- Educated to Level 3 or above
- **Desirable**_
- Experience in working with children with disabilities.

**Skills and knowledge**
- **Essential**_
- Excellent accurate Computer/keyboard skills.
- Proficient and developed interpersonal skills.
- Excellent telephone manner.
- Accurate and good written and oral communication skills.

**Aptitude and abilities**
- **Essential**_
- General understanding of the charity’s objectives.
- Able to work in a team.
- Ability to set own priorities and meet deadlines.
- Ability to work on own initiative without supervision.
- Ability to work well under pressure.
- Ability to create and to produce own ideas.
- Attention to detail.
- Ability to deal with difficult calls or interviews.

**Disposition**
- Courteous attitude.
- Willingness to learn.
- Flexib