Telephone Triage Role Pages 3

• you do not need experience of SEND

• you will have an excellent, warm and friendly telephone manner

• you will have some basic ICT skills to assist with recording details of enquiries and assisting with responses to social media enquiries

• you are punctual, friendly and demonstrate a positive professional attitude

• you take pride in your own work and that of your colleagues

• you are extremely meticulous in attention to detail and accuracy

• you must be literate

• you work well as part of team and you are able to show initiative and manage your own workload

• you will need to be a team player, able to fit into a small, friendly and supportive team, and equally able to work on your own

• you seek to learn from and support your colleagues

• you review your own performance and ask for feedback to learn and improve

• you work safely to maintain the health of both yourself and others

• you understand and respect the need for confidentiality and data protection

• you are flexible, quick to learn and able to adapt to change

• you acknowledge when you make mistakes and take responsibility for addressing and correcting them

Outreach Worker

The Role

The WPCC’s Outreach Workers support parent carers who would normally find it difficult to access the WPCC’s information, signposting and support by telephone or the internet. You will be undertaking time-limited direct work with parent carers of children and young people with SEND. A large amount of work undertaken is likely to be within the family home, providing information and signposting to parent carers in relation to the services and support within Wiltshire’s Local Offer, and liaising with services to support with barriers parent carers may be experiencing. As a member of our Outreach Team, you will work alongside our SENDIS Team. You will be expected to use our bespoke electronic logging system to enable enquiries to be logged and monitored, as well as collating feedback and liaising with your office based SENDIS colleagues; you will report directly to the Senior SENDIS Information Officer. You may also be required to help gather information and data relating to logged enquiries for reporting purposes as necessary. You will be expected to proactively research new information, support and opportunities available locally, and share with your colleagues and the families you work with as appropriate. It is likely that you will need to liaise regularly with a variety of professionals which typically include social workers, education, health, and voluntary agencies. You will work in a person-centred way, in order to support families to achieve positive outcomes and you will respect confidentiality (except where there are safeguarding concerns) and abide by the General Data Protection Regulations (GDPR). You will join an established and experienced team of two WPCC Outreach Workers who will support and mentor you in your role. You will be able to shadow the Outreach Workers to help build your confidence, before taking responsibility for your own cases. Full training and support will be given be given to support the successful candidate in their new role, as well as ongoing supervision and support. Appointment to this post is subject to enhanced DBS and background checks. Your role will involve you working with parent carers in the community. When not working directly with parent carers, you will have the flexibility of working from home or the WPCC Trowbridge office. Casual User Car Allowance is payable as expenses.

Salary and Hours

This is a fixed term, part time, term time only position for two years, working during half term breaks but not main school holidays. If the WPCC is able to secure further funding, then we would be keen to extend this role beyond two years.

As an employee on a term time contract of employment, you will be contracted to work for a total of 42 weeks per annum. It therefore enables the employee not to work during the 10 weeks of main school holidays per year. All annual leave is to be taken during main school holidays. We are looking for someone to work two days a week (not weekends). You will work a total of 14 hours a day, to include an unpaid break of one hour per day. We can be flexible about how these hours are worked and this can be discussed at interview.

The salary payments are pro rata for 42 weeks of the year and include payments for the pro rata annual leave (based on the 5.6 calculation as stipulated in the Working Time Regulations 1998) and public/bank holiday entitlements. The annual salary of £5,705 will be paid in 12 equal instalments throughout the year.

There may also be some occasional flexibility required on days worked to meet with any WPCC event commitments. The WPCC office is based in central Trowbridge.