The way people are accessing support is evolving and we need to ensure that we are developing support services that reflect the complex needs of a brain tumour diagnosis using a range of platforms - from a traditional phone line service to innovative, engaging and instant solutions.
Supporting a wide range of people - from those who are looking for general information about treatment or care, to those who need more detailed support from the point of diagnosis, you will be passionate about improving the lives of those affected by a brain tumour. You will be comfortable providing emotional and practical support and information across different channels; capable at breaking down complex, scientific information in an accessible and personalised way and committed to developing pioneering resources to support our community in smarter ways.
You’ll be able to work flexibly and collaboratively across our Support Team.
WHO WE'RE LOOKING FOR:
If you are keen to use your skills and experience to make a meaningful difference, are an exceptional communicator and have the ability to engage with a wide range of people through different channels then we’d love to hear from you!
A high degree of empathy is a must and resilience is key. You’ll also have great problem solving skills, and be able to identify where improvements to our support offer can be made.
KEY ACCOUNTABILITIES:
* Provide specialist emotional and practical support and information to people affected by brain tumours, their friends, families and carers through a variety of solutions including phone, email, webchat, online, social media plus new evolving channels
* Provide high quality information which reflects the most up to date research, clinical information and treatments, in a way people can understand. Conducting the research yourself and adapting your communication to suit the person you are supporting is key
* Offer coaching guidance to empower individuals, helping them to achieve the appropriate next steps
* Work in conjunction with the Volunteer Development Manager to recruit, train and manage volunteers who assist in delivering support services
* Lead on aspects of cross team projects and develop new resources that meet our community’s needs, while collaborating with other teams and external partners
* Identify gaps in knowledge across the Support Team and identify possible training areas
* Developing information for our website and other resources, for example, writing initial drafts and reviewing information
* Plan and facilitate online and in person events for the brain tumour community, including online meet ups for young adults
* Day to day management of our online peer support platforms, for example our Facebook groups for Young Adults affected by a brain tumour diagnosis.
* Provide support to our Young Ambassadors through coordinating activities and check ins, facilitating meetings, and enabling meaningful input into our Young Adults Service.
* Update and maintain accurate contact information on the CRM database, producing data reports as required to evidence the impact and reach of our support services
* Identify, manage and escalate safeguarding concerns in line with The Charity guidelines
* Review day to day tasks across the Support Team