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Information & Support Co-ordinator

This role is hands-on and the coordinator will be directly responsible for delivery of support resources to callers to the Helpline, email enquiries, online community enquiries and ad hoc information events. They will also be involved in the production and updating of information resources.

Job title: Information & Support Co-ordinator
Rate of Pay: £21,000
Hours:Full-time (35 hours/week)
Location:4 The Switchback Office Park, Gardner Road, Maidenhead, Berks SL6 7RJ, there will be scope work remotely with expectations to attend annual events and training when required
Reporting to: Support Services Manager
Responsible for:No line management responsibilities
Closing date:Friday 16 April
Job Summary

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.

This role is hands-on and the coordinator will be directly responsible for delivery of support resources to callers to the Helpline, email enquiries, online community enquiries and ad hoc information events. They will also be involved in the production and updating of information resources.

Main Duties and Responsibilities
  • Handling and responding to incoming helpline calls and emails on a daily basis. This includes supplying information in appropriate format as well as taking follow up actions ensuring all notes and actions are fully recorded on the database.
  • Monitoring and responding to, as appropriate, to online community posts and enquiries i.e. via Facebook or HealthUnlocked
  • Working with the Information & Support team 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.
  • Collaborating with all NRAS colleagues to maximise the opportunities to promote the information and support resources.
  • Continuing to support the development of both the JIA and NRAS websites, maintaining content which is interactive, interesting and up to date.
  • Identify gaps in our information products, and report to manager where new resources may be required.
  • Contributing to monthly management reporting for SMT and Board of Trustees.
  • 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 Information & Support 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.
  • Understanding the way in which services are commissioned in England and all three devolved nations and work with the Policy and Communications Manager
Person Specification

It is likely to take time for the job holder to expand their knowledge of the specific disease area sufficiently to manage the information resources for such complex medical conditions as rheumatoid arthritis and juvenile arthritis. The Information & Support Co-ordinator will attend formal training including helpline skills courses (usually 1 day courses held in London) as well as undertake on-the-job training with team colleagues and external contributors e.g. advisory board members.

Qualifications and Skills
QualificationsA level or equivalent 
ExperienceExperience of communicating with people via various means i.e.  telephone  email, social media
Proof reading
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 producing health information resources
KnowledgeUnderstanding of the health environment
Awareness of inflammatory arthritis
Awareness of NHS systems    
Knowledge of the workings of the NHS
Knowledge of the workings of youth/children services/schools
Understanding of RA and/or JIA and treatments  
Skills and abilitiesExcellent command of the English language both written and spoken
Excellent computer skills, previous use of Microsoft Word, Excel, Powerpoint and databases   
Ability to learn and retain large amounts of knowledge and convey this information in lay language
Organised and efficient
Excellent communication skills and ability and desire to communicate & collaborate with people at all levels  
Ability to present to groups of people
Proven ability to write a synopsis of medical articles into lay language
Use of Salesforce CRM
Personal circumstances and attributesA caring, empathetic disposition
Proactive, can-do positive attitude
Ability and willingness to travel independently and able when required to stay away from home overnight  
Clean driving licence
Car owner and confident driver  
Other Duties
  • Some travel with occasional overnight stays
  • Out of hours working, including occasional weekends
  • Attendance and participation in team meetings
  • Attend regular team meetings and regular one to ones with line manager
  • Any other duties as requested by the Information & Support 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.

NRAS in 2020

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