Information and Support Coordinator
Role details
Job location
Tech stack
Job description
Information and Support Coordinator - Complaints and Section 19 will:
Support the tracking, identification and monitoring of children and young people who are at risk of not receiving the appropriate level of education, in line with the local authority's statutory duties.
Work across the service, department and with partners to ensure the educational needs of children and their families are clarified and that responses are coordinated.
Provide information, signposting and advice to families, professionals and colleagues about referral pathways, sources of advice and information, and related processes.
Support the service in responding to complaints and Section 19 requests, ensuring that enquiries are managed in a timely, accurate and compliant manner.
The coordinator will receive requests for service, processing them in line with pathways and service guidance, and contacting referrers, families and other stakeholders as required.
Provide telephone advice and support to families, for example:
- Directing families to self-help resources such as websites, helplines, and other available tools, and promoting their use as a first port of call.
- Following scripts and guidance to ensure families receive appropriate and accurate advice. Identifying where needs are greater than can be met through advice alone and escalating appropriately to the Senior Information Support Coordinator.
- Provide information about other services available for self-referral or open access.
- Providing telephone support and guidance on general issues as appropriate and contacting families to support the tracking and understanding of their child's educational situation.
- Providing direct support to families around educational options and helping them understand their entitlement to an effective education, particularly where concerns have been raised through complaints or Section 19 requests.
- Maintaining accurate records on various systems as required.
- Contributing to the collation of data for statistical purposes and for reporting on performance.
- Supporting the service in the scheduling, coordination and preparation of information required to respond to complaints and Section 19 requests, including gathering information as appropriate.Working collaboratively with other coordinators in the team to support the management of demand during peak periods and in response to service needs.
For information on our approach to the recruitment of ex-offenders, please see our policy statement .
Requirements
Do you have experience in Microsoft Word?, * NVQ Level 3 or equivalent qualification, or demonstrable experience of working within a multi-agency environment.
- Experience of working with sensitive and confidential information in a professional setting.
- Experience of providing telephone support and advice to families and/or partner agencies, including the ability to ask appropriate questions to gather necessary information.
- Experience of collaborative working within a multi-agency context, engaging effectively with professionals from a range of services.
- Ability to prioritise a demanding workload, maintaining a consistent and child-centred approach when responding to children, young people, families and professionals.
- Experienced in the use of Microsoft Office applications, including Word, PowerPoint, Access and Excel.
- Ability to follow procedures and guidance, and an understanding of the importance of maintaining accurate, up-to-date records.
In addition, we also expect you to share our commitment to our values and will ask you to evidence when you have demonstrated them as part of the selection process.
Reasonable adjustments will be considered for applicants with a disability. We are a Disability Confident Employer .
