Information & Support Coordinator

Job Description & Person Specification (Post no: ISC17)

Salary £20,000 pro rata (£16,000)
Hours 28 hours per week (9:30am-5:30pm or 9am-5pm, 4 days within Mon-Fri)
Location 4, Switchback Office Park, Gardner Road, Maidenhead, Berskhire - SL6 7RJ
Reporting to: Director of External Affairs

Job Description 

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. 

Person Specification

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.

Criteria Essential


Qualifications A level or equivalent  
  • Experience of  communicating with people at all levels
  • Experience of offering caring support via phone and email
  • Work in health or social care or youth/children services related environment
  • Experience of Project Management
  • Proof reading
  • Previous work within the third sector/charity or not for profit sector
  • Experience of working with people with complex needs
  • Experience of working within the field of rheumatology and/or the NHS
  • Producing printed and digital health information
  • Understanding of the health environment
  • Knowledge of the workings of the NHS
  • Knowledge of the workings of youth/children services/schools
  • Understanding of RA and/or JIA and treatments
Skills and abilities
  • Excellent command of the English language both written and spoken
  • Excellent computer skills, previous use of Microsoft Word, Excel, Powerpoint and databases
  • A caring, empathetic disposition
  • Ability to work independently as well as part of a team
  • Organised and efficient
  • Proactive, can-do positive attitude
  • Excellent communication skills and ability & desire to communicate & collaborate with people at all levels
  • Flexible and enthusiastic
  • Ability to present to groups of people
  • Proven ability to write a synopsis of medical articles into lay language
Personal circumstances and attributes
  • Car owner and confident driver
  • Willingness to travel independently and able when required to stay away from home overnight
  • Clean driving licence

Other Duties

  • 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

Representing NRAS

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 with your CV and cover letter showing how you meet the key requirements.