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JIA Right Start Coordinator

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.

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Job title: JIA Right Start Coordinator
Rate of Pay: £21,000 – 3 days per week (21 hrs) (pro rata £12,600 pa)
Hours:The work will include some afternoon and evening shifts, there will be flexibility enabling remote working from home
Location:Ground Floor, 4 Switchback Office Park, Gardner Road, Maidenhead, Berkshire SL6 7RJ

Flexible/Remote working will be an option 
Reporting to: Young Persons Project Manager

Job Description

The role will be working with the Young Persons’ Project Manager to develop the New 2 JIA Right Start Service and will be the first point of contact for the parent(s)/carer(s) of children and young people newly diagnosed with JIA. Talking through what to expect in the days, weeks and months following diagnosis and provide tailored resources. Paediatric Rheumatology healthcare professionals will use an online form to refer the parents/carer and the JIA RS coordinator will actively engage with the 15 paediatric rheumatology units across the UK to promote this service.

While predominately the role is focussed on this service the post holder will also provide ad-hoc additional help to the Young Persons Project Manager. The role will be part of the JIA team and report to the Young Persons Project Manager.

Main Purpose of Job

  • Help develop New 2 JIA Right Start Service and service evaluation survey.
  • Maintaining excellent communications with referring paediatric rheumatology units, delivering updates and reporting on developments.
  • Responding to online referrals received via the JIA website.
  • Facilitating online meetings and telephone calls with families.
  • Ensuring all data related to calls is recorded on CRM system (Salesforce). This includes recording of evaluation questionnaires and carrying out data analytics and producing summary reports from the CRM database.
  • Responding to JIA incoming helpline calls and emails supplying information to callers and taking appropriate follow up actions Producing reports from data and case studies highlighting the work and outcomes.
  • Monitoring and responding to online community posts and enquiries as required.
  • Learning about and gaining an understanding of the current best practice management and treatment of JIA, and RA to be able to support families/young people newly diagnosed and living with these conditions appropriately.
  • Collaborating with NRAS colleagues to maximise the opportunities to promote the information and support resources produced by NRAS.
  • Contributing to both the JIA and NRAS websites, in maintaining content, which is interactive, interesting, and up to date.
  • Participating in NRAS team training and team projects as required.
  • Participating in relevant external events e.g., information stands at health events, conferences etc.
  • Undertaking any appropriate duties as requested by the Young Persons Project Manager, CEO or Senior Management Team.
  • Having knowledge and understanding of the help, support, and information available and being able to signpost to appropriate sources of support.

Person Specification

Whilst we require the successful candidate to have excellent communication skills and have a good track record in telephone customer services support or similar work, on-the-job training on rheumatology JIA and RA specific aspects of patient support will be given whilst working with other team members. 

CriteriaEssentialDesirable
QualificationsA-level or equivalentUniversity Degree or further education
Experience• Experience of communicating with people using all means e.g. social media, video conferencing platforms  (Zoom, MS Teams), telephone, email
 
• Experience of Project Management
 
• Experience of establishing and maintain strong networks
• Work in health or social care or youth/children services related environment

• 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

• Contributing to the production of health information resources.
Knowledge• Understanding of the health environment.
• Safeguarding knowledge.
• Knowledge of the workings of the NHS.

• Understanding of JIA and/or RA 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.

• Excellent presentation skills.
 
• Ability to learn and retain large amounts of knowledge and convey this information in lay language.

• Organised and efficient.

• Proactive, can-do positive attitude.

• Flexible and enthusiastic.
• Ability to present to groups of people in person or online.

• Proven ability to write a synopsis of medical articles into lay language.
Personal circumstances and attributes• A caring, empathetic disposition.

• Ability and willingness to travel independently and able when required to stay away from home overnight.

Other Duties

  • DBS check will be completed.
  • Some travel with occasional overnight stays.
  • Out of hours working, including occasional weekends.
  • Attend regular one to ones.
  • Participate in team training/meetings and contribute to team activities.
  • Any other duties as requested by the Young Person’s Project Manager or 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

Please contact Debbie Wilson on debbiew@nras.org.uk with your CV and a brief explanation of your skills and experience. In the subject line please include “JIA Right Start Coordinator”.

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