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Information and Support Services Manager
nras

Job Description

NRAS is the only national UK charity exclusively representing all people affected by Rheumatoid Arthritis and Juvenile Idiopathic Arthritis in the UK. We also support the families of people with RA and JIA and the health professionals who care for them. We have an enviable excellent reputation in the field of rheumatology.

Main Purpose of Job

To manage and actively deliver the provision of a professional, national, multi-channel enquiries’ service (Helpline) to the public and health professionals. The post holder will be actively engaged in working with and supervising the Information and Support team, ensuring appropriate and timely responses to all enquiries via phone, email, social media, and online community. The role will be instrumental in developing the service through a process of continuous development, as well as providing supervision and opportunities for the team to develop and debrief, maintaining a healthy balance to an emotionally demanding role.

Key Responsibilities

  • Manage the small team of Information and Support co-ordinators and providing leadership to the team.
  • Ensure up to date resources are available to assist the Information & Support team in responding to enquiries.
  • Support the training and development of the Information & Support team.
  • Collaborate with the Head of Services and other members of the NRAS team on variety of patient facing projects.
  • Collaborate with team to answer enquiries received by email or telephone and provide coverage on the phones when required.

Peer Support Services

  • Lease with the Engagement & Volunteers’ Manager with recruitment, interview and selection process of peer-to-peer telephone support volunteers.
  • In collaboration with Engagement & Volunteers’ Manager ensure that the current training programme for the telephone support volunteers is kept fresh and up to date.
  • In collaboration with Engagement & Volunteers’ Manager, ensure processes, protocols and materials/resources are reviewed appropriately and kept up to date.
  • Ensure the peer support service is offered to all callers where appropriate and is effectively managed in collaboration with our Engagement services.

Management and Support

  • Ensuring ongoing training and development of support staff to ensure continuous personal development.
  • Liaise with Senior Advocacy & Policy Manager to highlight national trends of concern within rheumatology and/or health and social services.
  • Support the Information & Support team and peer-to-peer volunteers in dealing with complicated or sensitive enquiries.

Monitoring and Evaluation

  • Review process and training regarding documentation to ensure it is within current guidelines.
  • Develop and manage impact measurement tools and provide monthly impact reports to the SMT.

Networking

  • Network with external stakeholders and relevant organisations.
  • Highlight the work of the Information & Support team by promoting the service through social media, website and publications, meetings and presentations in collaboration with the Marketing & Communications team.

General responsibilities

  • Positively promote NRAS at all times.
  • Support Fundraising Team with applications for funding for the Information & Support team through charitable grants and other avenues.
  • Undertake other duties as appropriate when required.

Qualifications

A level or degree

Experience

Demonstrable experience working in a similar environment.
• Understanding and implementation of process and protocols to achieve quality control and standards.
• Excellent interpersonal and presentation skills.
• Ability to initiate, analyse, monitor and evaluate outcomes.
• Team leader/manger experience.
• Experience with voluntary sector.
• Worked in the NHS previously or in similar service.
• Strategic planning.
• Health related services experience.

Knowledge and skills

• Excellent written and oral communication skills in English.
• Proficient use of Microsoft Word; Excel; PowerPoint.
• Proficient use of databases and data management.

• Use of Salesforce database.
• Understanding of the health environment.
• Understanding of Rheumatoid Arthritis and its treatment.

• Ability to work under pressure and to deadlines.
• Highly motivated and committed.
• Positive outlook and approach. 
• Willingness to travel and work out of hours when required.
• Strategic thinker.
• Full driving licence and car owner.

NRAS is an equal opportunities employer and we welcome applications from all suitably experienced persons regardless of their race, socioeconomic backgrounds, gender, disability status, ethnicity, religion/faith, sexual orientation, or age.

Permanent full time role (35 hrs pw)
Hybrid working (minimum 40% contracted hours in office)

Ground Floor, 4 Switchback Office Park, Gardner Road, Maidenhead, Berkshire SL6 7RJ

Reporting to: Head of Services

The client requests no contact from agencies or media sales.