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PSPA, MK9, Milton Keynes (Hybrid)
£27,500 per year
Be the compassionate first voice of support for carers, families and those affected by PSP & CBD across the West and South West
Posted 5 days ago
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Page 11 of 26
MK9, Milton Keynes (Hybrid)
£27,500 per year
Full-time
Permanent
Job description

Job Purpose

This role offers an opportunity to play a vital part in sustaining our Helpline service, which sits at the heart of the support we provide to people living with PSP & CBD. As Helpline Care Navigator (HCN), you will act as the first point of contact for individuals, families and health professionals across the West and South West.

You will deliver compassionate, person-centred support and clear, practical information via telephone and email, ensuring people affected by PSP & CBD feel heard, informed and supported at every stage of their journey. Alongside direct support, you will actively engage with health and social care professionals, neurology clinics and wider partners to strengthen local awareness of PSP & CBD and enhance referral pathways across the region.

This is a key role in maintaining continuity, quality and momentum within our Helpline service and you will be reporting to the Helpline and Support Services Manager.

Contract Type

Full Time – permanent contract (6 month probationary period)

Salary

£27,500 per annum 

Hours of Work & Annual Leave

  • 35 hours per week -  this may include working some unsociable hours, including evenings and weekends.
  • 28 days plus bank holidays. Pro-rated for part time role.

The main office is in Milton Keynes, and we have a hybrid working policy with staff expected to spend one day a week in the office and the remainder can be worked from home. HCN’s currently work from the office on a Wednesday. There is flexibility in the arrangements that need to be agreed upon with the line manager.

Key Responsibilities

To be ‘first point of call’ for people with PSP & CBD and their families living in the West and South West Region including Shropshire, Herefordshire, Warwickshire, Gloucestershire, Wiltshire, Hampshire, West Sussex, East Sussex, Dorset, Somerset, Devon, Cornwall, Avon, Isle of Wight. Providing people with support and information over the phone and via email.

  • To raise awareness of PSP & CBD across all health and social care disciplines in he region by engaging with HSCP’s and neurology clinics.
  • To provide accurate information in all aspects of PSP & CBD in response to enquiries and signpost onto other organisations where appropriate.
  • Ensure a maximum response to all helpline calls, emails and enquires.
  • To keep clear and accurate records and statistics of enquires received and actions taken.
  • To carry out a maximum number of proactive calls to people affected by PSP & CBD within the region as directed by the Helpline Manager.
  • Develop and maintain the existing database of key health and social care professionals and regional services.
  • Attend outreach events to build the profile of PSPA services amongst health and social care professionals.
  • To deliver awareness and learning sessions to HSCP’s within your region
  • Work with the Director of Policy and Influencing to identify ways in which services and care can be improved for families affected by PSP & CBD in the region.
  • To signpost to PSPA Support Groups and services.
  • Liaise with external services to signpost to local support.
  • Take an active part in the delivery and planning of information and support events, which may include the possibility of overnight stays and weekends.
  • Liaise with the fundraising team to signpost to fundraising activities.
  • Liaise with the Volunteer Coordinator to maintain and build volunteering in the region.
  • To attend and contribute constructively to team and other meetings as required.
  • To ensure the implementation of policies, procedures and quality standards as defined by PSPA.
  • Contribute to the development of literature and articles for PSPA Matters.
  • To undertake any other tasks, by agreement as required, in support of the work of PSPA.

The duties may be changed and/or varied to meet changing circumstances at the discretion of the CEO and Board of Trustees.

Person Specification

Essential Criteria:

  • Experience in delivering helpline and/or information and support services
  • Excellent listening and interpersonal skills, with the capacity to listen actively understanding different points of view
  • Ability to keep accurate records
  • Willingness to undertake training and continuing personal development
  • Experience of and sensitivity to communicating with audiences from a range of backgrounds
  • Strong IT skills, with experience in MS Office products and customer relationship management software
  • Flexible and reliable attitude and the ability to self-organise and to work without direct supervision
  • Good communication skills, both oral and written and excellent telephone manner
  • Ability to manage difficulty questions, emotions and situations in a calm and confident way.

Desirable Criteria:

  • Knowledge of PSP & CBD or other neurodegenerative diseases and/or experience of working in the NHS
  • An understanding of Safeguarding and an ability to follow relevant policies and procedures
  • Knowledge of healthcare or social care systems.

Job Purpose

This role offers an opportunity to play a vital part in sustaining our Helpline service, which sits at the heart of the support we provide to people living with PSP & CBD. As Helpline Care Navigator (HCN), you will act as the first point of contact for individuals, families and health professionals across the West and South West.

You will deliver compassionate, person-centred support and clear, practical information via telephone and email, ensuring people affected by PSP & CBD feel heard, informed and supported at every stage of their journey. Alongside direct support, you will actively engage with health and social care professionals, neurology clinics and wider partners to strengthen local awareness of PSP & CBD and enhance referral pathways across the region.

This is a key role in maintaining continuity, quality and momentum within our Helpline service and you will be reporting to the Helpline and Support Services Manager.

Contract Type

Full Time – permanent contract (6 month probationary period)

Salary

£27,500 per annum 

Hours of Work & Annual Leave

  • 35 hours per week -  this may include working some unsociable hours, including evenings and weekends.
  • 28 days plus bank holidays. Pro-rated for part time role.

The main office is in Milton Keynes, and we have a hybrid working policy with staff expected to spend one day a week in the office and the remainder can be worked from home. HCN’s currently work from the office on a Wednesday. There is flexibility in the arrangements that need to be agreed upon with the line manager.

Key Responsibilities

To be ‘first point of call’ for people with PSP & CBD and their families living in the West and South West Region including Shropshire, Herefordshire, Warwickshire, Gloucestershire, Wiltshire, Hampshire, West Sussex, East Sussex, Dorset, Somerset, Devon, Cornwall, Avon, Isle of Wight. Providing people with support and information over the phone and via email.

  • To raise awareness of PSP & CBD across all health and social care disciplines in he region by engaging with HSCP’s and neurology clinics.
  • To provide accurate information in all aspects of PSP & CBD in response to enquiries and signpost onto other organisations where appropriate.
  • Ensure a maximum response to all helpline calls, emails and enquires.
  • To keep clear and accurate records and statistics of enquires received and actions taken.
  • To carry out a maximum number of proactive calls to people affected by PSP & CBD within the region as directed by the Helpline Manager.
  • Develop and maintain the existing database of key health and social care professionals and regional services.
  • Attend outreach events to build the profile of PSPA services amongst health and social care professionals.
  • To deliver awareness and learning sessions to HSCP’s within your region
  • Work with the Director of Policy and Influencing to identify ways in which services and care can be improved for families affected by PSP & CBD in the region.
  • To signpost to PSPA Support Groups and services.
  • Liaise with external services to signpost to local support.
  • Take an active part in the delivery and planning of information and support events, which may include the possibility of overnight stays and weekends.
  • Liaise with the fundraising team to signpost to fundraising activities.
  • Liaise with the Volunteer Coordinator to maintain and build volunteering in the region.
  • To attend and contribute constructively to team and other meetings as required.
  • To ensure the implementation of policies, procedures and quality standards as defined by PSPA.
  • Contribute to the development of literature and articles for PSPA Matters.
  • To undertake any other tasks, by agreement as required, in support of the work of PSPA.

The duties may be changed and/or varied to meet changing circumstances at the discretion of the CEO and Board of Trustees.

Person Specification

Essential Criteria:

  • Experience in delivering helpline and/or information and support services
  • Excellent listening and interpersonal skills, with the capacity to listen actively understanding different points of view
  • Ability to keep accurate records
  • Willingness to undertake training and continuing personal development
  • Experience of and sensitivity to communicating with audiences from a range of backgrounds
  • Strong IT skills, with experience in MS Office products and customer relationship management software
  • Flexible and reliable attitude and the ability to self-organise and to work without direct supervision
  • Good communication skills, both oral and written and excellent telephone manner
  • Ability to manage difficulty questions, emotions and situations in a calm and confident way.

Desirable Criteria:

  • Knowledge of PSP & CBD or other neurodegenerative diseases and/or experience of working in the NHS
  • An understanding of Safeguarding and an ability to follow relevant policies and procedures
  • Knowledge of healthcare or social care systems.

Benefits

  • Pension Scheme
  • Employment Assistance Programme

For more information about this role, please visit our website.

Organisation
PSPA View profile Organisation type Registered Charity Company size 21 - 50

CREATING A BETTER FUTURE FOR EVERYONE AFFECTED BY PSP & CBD.

PSPA logo Play
psp_association_cover.jpg
Posted on: 26 August 2026
Closing date: 25 September 2026 at 23:30
Job ref: Helpline
Tags: Advice / Information, Advocacy, Education, Health / Medical, Helpline, Social / Support Work

The client requests no contact from agencies or media sales.