Help Hub Manager (Autism)
Do you have experience managing a service and team supporting the autism community ? We are looking for an ambitious Help Services Manager to join our team and help us expand our Help services.
The Autism Directory is a Charity based in Treforest, South Wales and who have a unique staff team and approach to all things autism. With over 60% of our staff being diagnosed autistic we have a unique insight into the condition.
One of the charities services is providing a free to use Help Line for people to contact us by phone, email or social media to get the help they need. We provide this help and support or refer to our partners for more specialised help.
We are looking for a Manager to run this service and to support a team of Help Hub Manager and advisors that do so brilliantly in thier role.
Job Role: To manage all aspects of the help and support provision we provide to the community, specifically:
- Help Services Operations - manage the caseload of help requests and analysing the data
- Maintain and develop services in line with data trends generated from the Helphub.
- Work with the Marketing Dept on success stories to be promoted
- Line Management, including workload, supervision and support of the team based in our local Community Hubs.
- Secure and maintain national accreditation for Helphub standards
- Work with fundraising team to develop income revenues to maintain and develop the Help Services.
- Growth of the Help Services, attending outreach events and identifying referrals from the community
And As An Advisor
- Take and manage support requests on the telephone and from social media, using own spectrum of autism expertise and experience to help.
- Collate all the information for internal and external purposes.
- Ensure all required data is recorded and is accurate
- Face to face meetings with the community
- Build up specialist knowledge eg PIP, benefits, diagnosis process, SEN etc
- Understand developments in your area and report back to senior management team.
- Attend Information stations, coffee mornings and other community based support events.
The successful candidate will have:
- Knowledge of autism and its comorbid conditions
- Previous support experience with autistic adults
- Exceptional patience and listening skills
- Excellent organisational skills and proven ability to prioritise
- Good communication and customer service skills
- Good analytical and reasoning abilities
- ICT literate, including Microsoft Office Applications
- Ability to work alone and self motivate
- Clean DBS
- Knowledge of DWP processes, such as PIP and other benefits
- Understanding of the diagnostic process
- Community Support
- Help Line
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