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Information and Support Co-ordinator

The National Rheumatoid Arthritis Society (NRAS), is the only patient-led organisation in the UK specialising in rheumatoid arthritis (RA) as well as juvenile idiopathic arthritis (JIA). Due to its targeted focus on RA and JIA, NRAS provides truly expert and wide-ranging services to support, educate and campaign for people living with these complex autoimmune conditions, their families and the health professionals who treat them.

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Job title: Information and Support Co-ordinator
Rate of Pay: £22,000 – £23,500 dependent on experience
Hours:Full-time (35 hours/week)
Location:Hybrid working (minimum 40% contracted hours in office)

Ground Floor, 4 Switchback Office Park, Gardner Road, Maidenhead, Berkshire SL6 7RJ
Reporting to: Information and Support Services Manager

Main Purpose of Job

To manage and actively deliver the provision of a professional, national, multi-channel The coordinator will be part of a team directly responsible for delivery of support resources to callers to the Helpline, email enquiries, online community enquiries, booked referral calls for patients, wellbeing assessments and ad hoc information events. They will also be involved in the production and updating of information resources and website.

Key Responsibilities

  • Handling and responding to incoming helpline calls and emails daily. Providing high-quality up to date information in an empathetic manner tailored to the individual.
  • Offer signposting to NRAS services and other external providers.
  • Capture all data accurately following GDPR guidelines, using CRM systems.
  • Making calls to people referred by external Health Care Professionals (HCPs) to our Right Start and Living with RA services.
  • Conducting wellbeing assessments with members to refer them to our nutritional and counselling practitioners.
  • Monitoring and responding to, as appropriate, to online community posts and enquiries i.e. via Facebook or HealthUnlocked.
  • Collaborating with all NRAS colleagues to review and update information materials to ensure accuracy at all times.
  • Keeping up to date in understanding the current situation across the UK for the management and treatment of RA and JIA and helping to keep the entire NRAS team updated on these developments.
  • Continuing to support the development of both the JIA and NRAS websites, maintaining content, which is interactive, interesting and up to date.
  • Have a good understanding of benefits available to people with RA and JIA and how to apply for them.

Qualifications & Skills

CriteriaEssentialDesirable
QualificationsA-level or equivalentUniversity Degree or further education
Experience• Experience of communicating with people via various means i.e. telephone, email, social media.
• Experience of using customer relationship management.(CRM) databases. (Salesforce) 
• Previous work within the third sector/charity or not for profit sector.
• Work in health or social care or youth/children services related environment.
• Experience of working well under pressure and managing an emotionally demanding workload.
• Experience in the use of video conferencing platforms such as zoom.
Knowledge and skills• Basic knowledge of data protection and safeguarding procedures.
• Understanding of the health environment.
• Awareness of inflammatory arthritis.
• MS Office packages knowledge and capability.
• Excellent interpersonal skills and the ability to work with volunteers, staff, service users and professional at all levels.
• Impeccable spoken and written English skills.
• Understanding of RA and JIA  
Knowledge of the workings of the NHS.
• Ability to present to groups of people.
• Contributing to monthly management reporting for SMT. 
• Basic GDPR.
Personal Circumstances and Attributes• A caring, empathetic disposition.
•bReliable and pro-active  
able to work independently and as part of a team.
• An eye for detail and takes pride in their work.
• Ability to travel and occasionally stay away overnight.
• Ability to work outside of normal work hours, including occasional weekends.

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.

How to apply

Please contact Sam Grant-Riach on samg@nras.org.uk with your CV and a brief explanation of your skills and experience. In the subject line please include “NRAS Support Services Manager Role”.

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