Service Coordinator

Job Title: Service Coordinator

Location: Newbury, Berkshire – Occasionally local travel required

Salary: £12.00 an hour

Job Type: Full time – Permanent – 35 hours per week 9.00 am to 4:30 pm Monday to Friday. Will consider Part-time hours for the right person

FLAG DV provides free legal advice and support to empower individuals experiencing domestic abuse to make informed decisions about their situation.

Job Overview

The Service Coordinator will help FLAG DV to make a positive impact in the lives of those experiencing domestic abuse. You will be responsible for managing the day-to-day operations of our free legal advice clinics.

As first point of contact, the Service Coordinator is responsible for assessing referrals, gathering important details and booking appropriate legal advice appointments. They are also responsible for ensuring relevant signposting is made.

The role will also be community facing. You will attend events representing the service in the community, helping to shape and grow the charity.

The nature of the service coordinator role can be both emotionally rewarding and demanding. FLAG DV provide clinical supervision to ensure you are fully supported.

Role and Responsibilities

• Referral Management: Process referrals from various sources, including individuals, partner organisations, and agencies. Answering the phone line during opening hours, responding to emails and online referrals.
• Client Assessment: Conduct initial assessments to determine the eligibility and legal needs of each referral, ensuring clients meet the criteria for support and are matched to the solicitor best suited to their legal needs.
• Client Support: Provide support, empathy, and information to clients, helping them navigate the referral process.
• Resource Coordination: Collaborate with legal professionals, social workers, and other support staff to match clients with appropriate services.
• Documentation: Maintain accurate records of client information, referral details, and the progress of each case on our case management system.
• Confidentiality: Ensure strict adherence to confidentiality and data protection policies when handling sensitive client information.
• Public-Facing Events: Represent FLAG DV at public events, seminars, and community gatherings. Educate potential clients about the services provided by the charity and how they can access support.
• Social Media: Maintaining social media presence, including creating content, posting updates, and engaging with the community.

Training, Knowledge & Skills

• Strong level of numeracy and literacy
• Experienced IT skills: Office Outlook, Excel, PowerPoint and Word.
• Understanding social media
• Understanding of safeguarding, both for children and adults
• Experience with engaging people who have experienced trauma
• Experience working with Voip or inhouse office telephone systems

Communication

• Professional phone etiquette and ability to engage successfully in conversation with clients in distress
• Ability to communicate clearly, effectively and empathetically whilst dealing with difficult conversations.
• Ability to ask effective questions and elicit the required information
• Strong and clear written communication
• Proven ability to engage, connect and forge good organisational connections.
• Understand the difference between advice and guidance
• Skills for engaging with people who have experienced trauma.

Prioritisation and Critical Thinking

• Ability to prioritise, make safe and appropriate decisions
• Ability to remain calm under pressure
• Ability to think critically and implement safe and appropriate responses
• Effective decision making and applying the correct organisational policies, Standard Operating Procedures (SOP) and processes
• Experience managing case escalations

Case Management

• Ability to manage a caseload through to completion
• Ability to work under pressure and accurately capture and record data
• Ability to escalate serious incidents whilst following the relevant processes.
• Experience using CRM systems, Salesforce, Microsoft Dynamics 365 etc.

Professionalism

• Focused on the need for confidentiality and the adherence of professional boundaries.
• Ability to work both within a small team and under direction from others
• Ability to engage with different stakeholders
• Adaptable to change
• Strong verbal and written communication skills

Diversity, Equality and Inclusion

• An understanding of what is meant by diversity, equality and inclusion along with the ability to promote good relations and practices towards different minority groups.

Personal qualities

• Be compassionate and empathetic whilst maintaining professionalism
• Show initiative and be proactive
• Act with integrity and respect when working with all individuals.
• Flexible attitude, you may be asked to support other areas of the charity such as fundraising activities etc.

Candidates with the relevant experience or job titles of: Office Assistant, General Assistant, Administrative Assistant, Office Support, Customer Support, Service Support Administrator, Customer Services Executive, Customer Service Representative, Social Worker, Support Services, Care Assistant, Support Coordinator, Social Support, Social Care Coordinator, Social Worker, Social Services Administrator, Social Services, Adult Social Care, Social Care Customer Services, Customer Service Consultant, Telephone Coordinator,  may also be considered for this role.