Parent Adviser

Job description

Become a Disability Gamechanger and join our Navigate Parent Mentoring Service as a Parent Adviser. In this role you’ll provide telephone and online support to parents and carers of disabled children around the point of diagnosis, offering emotional support and practical guidance so they can manage this life transition.

You’ll manage a caseload of customers. Supporting and empowering them for the duration of the 6-week programme, ensuring that all programme KPIs are met and recorded accurately. 

Main responsibilities

• Conduct a thorough initial assessment of all customers joining the programme to understand fully their support needs
• Develop a SMART goal based action plans that clearly show how the customers support needs will be addressed
• Measure, record and track “distance travelled” for each customer in caseload and ensure that an evidence based approach is adopted to recording the customer journey
• Signpost and refer customers to specialist support when required. 
• Ensure that details of all support are logged accurately, in a timely manner and that data quality and information is maintained.
• Follow Scope’s policy and process around Safeguarding and make decisions regarding relevant customers as appropriate.
• Work collaboratively within the team to provide support where needed to ensure KPIs are achieved.
• Contribute to team meetings, discussions and proactively contribute to the continued improvement of the service.
• Any other duties as required to support the delivery of the service.

Mandatory for all staff

• Work seamlessly across department or team boundaries in a collaborative and constructive manner to implement Scope’s strategic direction.
• Demonstrate a commitment to customer service excellence and deliver against the requirements of Scope’s quality framework.
• Work within Scope’s policies and procedures.

Internal contacts

• National delivery managers
• Local delivery managers
•  Extended Customer and strategy team
• Human Resources, Finance, IT and other support teams as required

External contacts

• Customers and third party contacts
• Organisations - private, public and third sector who can support and enhance the delivery of the national service.

Person specification

Knowledge and experience

Essential

• An understanding of the support needs of parents and carers of disabled children
• Experience of responding to the needs of parents and carers of disabled children.
• Experience of providing information, advice and mentoring to others (minimum of one year)
• Excellent verbal and written communication skills.
• Effective IT Skills including use of all Microsoft Office products.
• Good time management skills, administrative skills and ability to work independently.
• Ability to offer empathy without taking over and have a non-judgmental attitude.
• Willingness to undertake an Enhanced DBS check prior to starting the role.

Desirable

• Lived experience of disability
• Understanding of the social model of disability