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Brake
HD1, Huddersfield 14.25 miles
£22,500 to 24,500 FTE dependent on experience.
Page 1 of 1
HD1, Huddersfield 14.25 miles
£22,500 to 24,500 FTE dependent on experience.
Permanent, Part-time
Job description

If you are passionate about providing a first-class support to people bereaved and seriously injured through road crash, then the Helpline Support Officer role at Brake is the job for you. It is a highly rewarding role central to the work of the charity and a highly regarded and integral part of our National Road Victim Service.

If you are passionate about providing a first-class support to people bereaved and seriously injured through road crash, then the Helpline Support Officer role at Brake is the job for you. It is a highly rewarding role central to the work of the charity and a highly regarded and integral part of our National Road Victim Service.

Brake prides itself and is committed to providing an inclusive, supportive and flexible working environment for all our staff.

Our helpline, which has been awarded the Helplines Quality Standard, aims to enable people who have suffered horrendous tragedies gain access to the information, help and support they need to recover and lead full and meaningful lives again.

You will be liaising with and supporting clients who have suffered either traumatic grief or serious injury through road crash.   You will be required to do so in a highly sensitive and empathetic manner, providing emotional support alongside complex information and advocacy requiring high level diplomacy skills and confidence in desk-based research utilising the internet, phone and your natural tenacity and problem-solving talents.

People looking for a general support role should not apply.

Terms

Part-time position – 3 or 4 days a week (details of hours preferred on application)

Salary grade: £22,500k to 24,500k FTE dependent on experience

Location: Brake head office in West Yorkshire (Huddersfield)

Introduction to our cause and work

Brake’s vision is that everyone moves in a safe and healthy way, as part of our normal day. A death or serious injury on a road is a rare and unusual event; and traffic does not impede us or poison our air.

Brake is the leading charity in the UK working for safe and healthy mobility and supporting people bereaved and injured in road crashes. In 2020, we celebrate our 25th anniversary. During the past 25 years, deaths on roads have fallen in the UK; but there are still five deaths every day and many more life-changing injuries such as paralysis and head injury. Worldwide, road crashes are now the biggest killer of people under the age of 30. Brake works to inspire, inform and engage people to stop the carnage, fear and pollution that also causes death from respiratory disease and deters people from cycling and walking and the health benefits that brings.

Administered from our head office in West Yorkshire (commutable by train directly from Leeds, York, Manchester), Brake has an extensive and life-saving programme of evidence-based, safe and healthy mobility projects in the UK, such as National Road Safety Week, aiming to inspire, inform and engage people in fighting for our cause and its solutions, such as cycle paths, pavements and 20mph speed limits. We target these projects at two key audiences in civil society:

  • Families, schools and concerned communities;
  • Employers operating vans, lorries and buses, or with staff who drive to work. 

Working in partnership with organisations in other nations, Brake is extending projects to assist other countries with higher casualty rates (particularly low-income nations). Brake’s Global Fleet Champions programme promotes and awards fleet safety among employers operating vehicles in countries ranging from the UK to Kenya.

Brake also runs the UK’s National Road Victim Service, caring for bereaved and injured people’s emotional wellbeing and helping them through complex procedures such as court cases. This service includes: an accredited national helpline funded by government agencies; provision of information and advice for road crash victims; and events and training for professionals caring for them such as the police family liaison officers.

Brake has a public affairs and media team in London, speaking up for our cause within government and in the media. 

Your duties

Working in one of the most demanding yet rewarding roles in the charity, you will be helping people bereaved and seriously injured in one of the most violent and sudden circumstances - through a road crash. Providing expert assistance over our telephone and email-based helpline, you will provide detailed and accurate information on complex topics; liaise on victims’ behalf with a range of professionals; and provide sensitive and empathetic support to people in deep despair.

Service users often have a wide range of complex emotional and information needs. Your role will be to get to the heart of what these needs are through intelligent, empathetic questioning and you will be able to do this even when the service user is in extreme distress. You will grasp complex issues, carry out research where necessary, and find fast and effective solutions that are individually tailored, often in partnership with external agencies.

Your empathetic listening and professional support skills will help service users through the most terrible time imaginable. While this is not a professional counselling role, it is essential that you have the emotional maturity, understanding and resilience to work with people who have suffered the worst imaginable sudden bereavement.

The role involves providing clear and accurate information over the telephone to service users on wide-ranging topics: from criminal charges and coroner court procedures, to civil law and provision of specialist support services.  Much of this information will be at hand in Brake’s acclaimed guides, but some will require independent research with speed and accuracy. You will be a natural researcher and understand the importance of checking and double checking a fact before you relay it to a client.

Advocacy provided by you could mean a range of different challenges such as working with a council to negotiate the placing of a roadside memorial despite a council policy of generally not allowing such memorials; or working with a GP to explain the symptoms of post-traumatic stress and seek appropriate counselling for a client. Tasks such as these are common and require high level diplomacy and negotiation skills, as well as a talent for real-world problem solving and working alongside external agencies to go the extra mile on behalf of our service users.

You will be able to engender trust and partnership among clients and external stakeholders, and you will have the confidence and maturity to work collaboratively with colleagues in a fast-paced team environment and to ask for help and support when needed.

Effective record keeping is an essential part of the role. A good working knowledge of IT systems, particularly Microsoft Office is therefore needed. 

The successful candidate will be provided with full training to enable you to provide emotional support effectively as well as do the critical information and advocacy aspects of the role. You will also be given full support including line management and monthly occupational health support. 

You will be expected to be a team player and all-rounder who understands the pressures on charities and is prepared to get stuck in and help with other tasks vital to the success of the service.  These could be spending time marketing the service externally, giving presentations to funders or other support professionals, or helping to improve our systems of operation, to mention a few.

Purpose of job

 1. Undertake comprehensive assessment of caller’s needs, at point of entry into the service, ensuring any safeguarding or risks are actioned appropriately through Brake’s safeguarding procedure’s.

2. To be responsible for providing coping strategies to aid the recovery of callers who have suffered traumatic bereavement or have been seriously injured through road crash.

3. Ensure that callers identified needs are met satisfactorily, within professional boundaries.

4. Provide support to callers using a casework methodology identifying outcome-based goals and safe exit strategies.

5. To ensure that all support is delivered in a confidential and professional manner, adhering to GDPR compliance.

6. To ensure the charity’s Board of Trustees, CE and Senior Management structure are fully informed and given advice on all relevant matters of the undertaking and fulfilment of your role as appropriate.

Principal duties

1. To assist with and aid the recovery of bereaved and seriously injured people/families through effective case management methodologies.

2. To provide support within an outcome- based support framework including emotional support, provision of information, advocacy, risk management and safeguarding procedures.

3. Contact callers by either telephone or email within designated helpline support hours to ensure access into the service.

4. Carry out needs assessments following agreed processes and timescales, including a support plan with identified goals.

5. Identify and manage any immediate support needs where necessary.

6. The systematic and comprehensive recording of helpline calls and associated work, using the helpline systems effectively and within compliance with GDPR procedures.

7. Ensure risk assessments are carried out where appropriate and recorded in line with procedures.

8. Attending training / external debrief supervision sessions to promote own well-being.

9. Liaising with your line manager to help improve the helpline support service and develop associated services.

10. Marketing the helpline and associated services, through liaison with relevant professional partners.

11. Working with other Brake teams as appropriate and as directed by your line manager to ensure that the needs of people/families are understood and promoted in all relevant areas of the organisation's work.

12. Comply with legal, regulatory, ethical and social requirements.

13. Promote a health and safety culture within the workplace.

14. Undertake other activities as required.

Additional duties

Additional duties may be necessary to be undertaken to further the charity’s goals. This could include communication, marketing, fundraising, management or administration functions, depending on need, and generally but not necessarily exclusively, in relation to your main role.

Contributing to consistency across the organisation

1. Be responsible for completion of successful service delivery in line with your duties and our policies and procedures.

2. Enable Brake to articulate its philosophy and values as outlined in its strategy, policy and procedures.

3. Be an ambassador for Brake. Ensure the organisation is presented in an appropriate and professional manner to its stakeholders, including other staff, service users, external professionals and the public, in all respects and context, and deputise for other officers as and when necessary.

4. Maintain effective networks with principal supporters and stakeholders and seek opportunities to expand and promote the role of the organisation.

Person specification:

Knowledge and Experience

Essential

1. Experience of supporting vulnerable people either professionally or in a personal capacity, either in a helpline setting or one to one support capacity (S)

2. Experience of using a case management approach to supporting people in traumatic situations (S)

3. An understanding of the importance of working to agreed standards and procedures (S)

Desirable

1. An understanding of the effects of traumatic bereavement or serious injury and have a willingness to learn more in this area of expertise

2. Knowledge of assessing high risk and vulnerable cases

3. An understanding of the Criminal Justice system and Coroners Court

4. Experience of liaising with other professionals within an advocacy setting

5. An understanding of diversity and inclusion

Skills and abilities

Essential

1. Effective communication skills, verbally and in written form, including excellent telephone skills (S)

2. Ability to deal sensitively with challenging and emotionally charged situations, demonstrate empathy and control of own emotions. (S)

3. Be computer literate with good typing skills (S)

4. Able to work flexibly within the needs of the service requirements (S)

Desirable

1. The ability to demonstrate knowledge relating to the importance of advocacy and information provision

2. Demonstrate experience of delivering support in a people centred service

3. Ability to solve complex problems

4. Demonstrate diplomacy skills and work sensitively with stakeholders

To apply:

Send your CV accompanied by a 400 word covering letter outlining what your employment would bring to the charity. Applications without this covering letter will not be considered.

Deadline for applications: Monday 20th January 2020.

Interview dates: Interviews will take place in the week commencing Monday 27th January 2020.

A telephone interview may be conducted prior to invitation to formal interview.

Due to the high volume of applications that Brake receives per position we are unable to provide feedback on individual applications or answer questions from applicants.

Brake is an equal opportunity employer.

Due to the nature of Brake’s work, we cannot consider applications from traffic offenders.

In line with our values, Brake will also not accept applications from people who intend to commute a significant distance to the office by car and encourages employees to commute in ways that are sustainable and active; our UK head office is close to Huddersfield train station.

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About
Brake

Brake is an international charity working to stop road deaths and injuries, make streets and communities safer, promote sustainable travel, and su... Read more

Posted on: 06 January 2020
Closing date: 20 January 2020
Tags: Advice, Information,Advocacy

The client requests no contact from agencies or media sales.

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