Information & Support Coordinator
Job Description & Person Specification (Post no: ISC17)
NRAS is the voice of people affected by RA in the UK. It is a national charity, supporting all those who live with the disease, their families and the health professionals who care for them as well as supporting families and young people living with Juvenile Idiopathic Arthritis (JIA). As a small charity, with a current income of circa £1m, NRAS achieves a huge amount on a small budget, punches well above its weight.
The role is hands-on and the coordinator will share responsibility for the development of information resources and be directly responsible for delivery of support resources to callers to the Helpline, email enquiries, online community enquiries and ad hoc information events.
Main Purpose of Job
- Working with the Information & Support team to review and update information materials to ensure accuracy at all times
- Answering incoming helpline calls and emails on a daily basis, supplying information to callers and taking follow up actions if appropriate ensuring all notes and actions are fully recorded on the database.
- Monitoring and responding to as appropriate to online community posts and enquiries.
- Working alongside the Director of External Affairs on assembling project details, costings etc. for the production of publications/resources in line with the Information Standards procedures.
- To keep abreast of ongoing changes in the NHS noting areas of impact on NRAS and the JIA service and liaising regularly with the Policy & Public Affairs Officer in this respect
- To collaborate with the all NRAS colleagues to maximise the opportunities to promote the information and support resources.
- To continue to develop both the JIA and NRAS websites, maintaining content which is interactive, interesting and up to date.
- Commissioning new articles the websites, information resources, members’ magazines etc. Editing these commissioned articles to ensure they are written in the appropriate manner and with the desired contents. Liaising with contributors
- Contribute to monthly management stats for the monthly report for SMT and Board of Trustees
- Participate in NRAS team training and team projects as required
- Participate in relevant external events e.g. information stands at health events etc.
- Undertake any appropriate duties as requested by the CEO or Senior Management Team
- To keep up to date in understanding the current situation across the UK for the management and treatment of RA and JIA.
- To have knowledge and understanding of the help, support and information available and be able to signpost to appropriate sources of support
- To understand the way in which services are commissioned in England and all three devolved nations and work with the Government Affairs Manager on public affairs activity of relevance in England and the established Campaign Networks in Wales and Scotland
The Information & Support Co-ordinator will share responsibility for managing the charity’s information resources. This person will be part of the information and support team and participate in all areas of the team’s work including telephone, computer and database work.
It is likely to take time for the job holder to expand their knowledge sufficiently to manage the information resources for such complex medical conditions as rheumatoid arthritis and juvenile arthritis. The Information & Support Co-ordinator will attend formal training including helpline skills courses (usually 1 day courses held in London) as well as undertake on the job training with the team colleagues and external contributors e.g. a retired nurse specialist who volunteers one day per week.
|Qualifications||A level or equivalent|
|Skills and abilities||
|Personal circumstances and attributes||
Some travel with occasional overnight stays
Out of hours working, including occasional weekends
Attendance and participation in team meetings
Attend regular team meetings and regular one to ones with CEO/SMT
Participate in team training and contribute to team activities
Any other duties as requested by the SMT
Represent NRAS to external stakeholders promoting it as a respected, trusted and ambitious charity resulting in good working relationships.
NRAS expects all employees to respect the unique contribution of every individual and operates an equal opportunity and diversity policy.
All employees must work responsibly within the health and safety policy of the organisation and ensure they are observing this at all times.
How to apply
To apply for this position, please email Tammy Mallowan at email@example.com with your CV and cover letter showing how you meet the key requirements.