Community Support Worker

About the role

The Community Support Worker will play a key role in coordinating our first point of contact volunteer team and initiatives that support community members facing multiple and complex needs. Leading a team of volunteers, they will manage community enquiries through our helpline, digital channels, and in person at our Welcome Area, ensuring that IRMO remains a warm and accessible space for all. They will work closely with other teams to provide service users with accurate, up-to-date information and referrals, as well as support the delivery of our advice services. They will also play a key role in the delivery of the Community Support and Access to Health initiatives by planning, organising and delivering one-to-one support, outreach activities and workshops.

Key responsibilities

Community Support

• Serve as a key point of contact for community members, managing enquiries and referring to relevant IRMO services or external providers as needed

• Maintain up-to-date knowledge of external resources and services available to the community.

• Create appropriate guidance and referral patterns to external agencies.

• Liaise with external partners and service providers to strengthen support networks.

• Ensuring the Welcome Area is tidy, well-organised and maintains a warm and inviting atmosphere in line with IRMO’s values.

• Guarantee a welcoming environment, greeting and assisting Spanish- and Portuguese-speaking service users and supporting the community with interpreting efforts when appropriate

• Offer community members accurate and relevant information on social and community services.

• Engage with marginalised community members and conduct outreach in key community spaces.

• Make sure individuals with multiple complex needs can access appropriate support.

• Ensure safeguarding practices are implemented across the organisation for vulnerable adults.

• Actively contribute to the planning, organising and delivery of our area’s events and workshops, including outreach sessions.

• Collaborate with internal teams to align community support efforts.

• Organise and manage drop-in sessions, including initial screenings, managing the waiting list, and keeping users informed.

• Provide up-to-date and accurate information on health and wellbeing topics relevant to the Latin American community.

• Assist and advocate for community members facing barriers in accessing healthcare.

• Collaborate with GP practices, healthcare service providers and relevant organisations to address access barriers and propose solutions.

• Work collaboratively with our Advice team to support effective service delivery.

• Represent IRMO in meetings, conferences, and events related to community engagement, promoting our services among key stakeholders.

• Maintain accurate and timely records of service users and project activities using IRMO’s monitoring tools and database (Views).

• Provide interpreting support for community members during workshops, focus groups, and other activities.

• Organise and facilitate activities to gather community input on strategic and operational decisions.

• Record user feedback and complaints.

Communications

• Respond promptly and professionally to phone calls, emails, WhatsApp messages, and other social media enquiries.

• Create and update communications about IRMO’s services, activities, and events in Spanish and Portuguese.

• Manage WhatsApp broadcast lists and channels in Spanish and Portuguese.

• Collaborate with IRMO’s Operations Team to create, translate, and share informative resources (e.g., handouts, guides, campaign materials).

• Keep office notice boards updated.

Office Administration

• Handle general correspondence (paper and electronic), ensuring timely circulation to relevant staff and volunteers.

• Work with the Operations team and line manager to support day-to-day operations.

• Assist with additional administrative tasks as required.

Volunteer Management

• Lead the recruitment and induction of Community Support volunteers.

• Supervise and support volunteers, including induction, training, communication, and rota management.

Key Duties & Responsibilities may evolve to meet the changing needs of the organisation and community, requiring flexibility and openness to additional duties as directed by the line manager.

Person specification

E = Essential - D = Desirable

Qualifications, Experience & Knowledge

• At least one year of experience in a similar role (E)

• Experience working or volunteering in the not-for-profit sector (D)

• Experience in managing and motivating volunteers (D)

• Understanding of issues facing the Latin American community in the UK (E)

• Understanding of safeguarding and child protection practices (E)

Skills & Abilities

• Excellent verbal and written communication skills in English and Spanish (E)

• Good verbal and written communication skills in Portuguese (D)

• Ability to communicate in an effective and accessible way with a diverse range of individuals and organisations (E)

• Ability to build effective working relationships with statutory organisations, partners and other relevant stakeholders (E)

• Ability to work with service users in a way that promotes their rights and dignity, while being aware of relevant boundaries (E)

• Ability to interact with service users from all backgrounds in a friendly, approachable and supportive way (E)

• Excellent organisational skills and attention to detail (E)

• Ability to manage own time and workload effectively (E)

• Ability to work independently and as part of a team (E)

• Excellent IT skills, including proficiency in Google Workspace applications, Microsoft applications, online video conferencing tools, as well as use of social media and databases (E)

Personal Attributes

• Professional, positive and flexible attitude (E)

• Self-motivated and resourceful (E)

• Commitment to the principles of equality, diversity and inclusion (E)

• Commitment to IRMO's vision, mission and values (E)

Other requirements

• Willingness to work occasional evenings and weekends as required (E)