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Therapeutic and Wellbeing Service Administrator

Role: Therapeutic and Wellbeing Service Administrator

Based: West Bromwich

Rate: £22,308

Start Date: ASAP

Duration: 37.5 hours per week

Hours: Monday to Friday 9am – 5pm

Our client, a specialist Domestic Violence charity based in the Black Country is looking to recruit a Therapeautic and Wellbeing Service Administrator to provide key administrative support to

Therapeutic and Wellbeing Services and act as the first point of contact for the service.

Synopsis of duties:

To be responsible for taking calls and field as appropriate to the relevant service or staff member. Services include:
- Domestic abuse community and accommodation services
- Rape and sexual violence service
- Children and young person’s services
- Women’s justice service
- Therapeutic counselling service
- Stalking service
- Modern slavery service
To be responsible for delivering an effective system of first contact, care and support to clients that have experienced interpersonal violence and abuse; this includes gathering information regarding the client, their current situation and access requirements.
To effectively communicate with clients over the telephone in a manner and pace that is appropriate and which:
- develops and maintains a positive atmosphere
- allows clients to progress at their own pace
- reflects an interest in and understanding of the situation
- maintains calm and control throughout the call
- acknowledges risk to health, safety and welfare
Assisting with the administration of referrals within Therapeutic and Wellbeing Services, ensuring that information is inputted onto the case management system, maintaining tracking systems and confirming counselling sessions and consultation rooms are booked for the client and the counsellor.
Accurate recording of the referral details on the case management system and prepare case files ready for allocation. Where new information is available keep case management databases and systems up to date with relevant information.
To liaise on a daily basis with employees in partnership locations, namely the Sexual Assault Referral Centre (SARC) and Pediatric Sexual Assault Referral Centre (PSARC), taking referrals, making contact and assessing requests for support.
To monitor and respond to referrals via email and telephone in a timely manner to ensure contact is maximized and needs are met.
Where client details are missing, make contact with appropriate referees to obtain accurate details to enable contact and allocation.
Where appropriate refer clients to other services to create the best outcomes for victims.
Where relevant ensure that the transfer across services to the correct support worker has been accurately recorded in accordance with the systems, policy and procedures.
To build relationships with stakeholders and ensure appropriate sharing of information in accordance with policies and procedures. Working directly with all key agency partners to ensure that work with clients is coordinated and information is shared effectively and appropriately.
Support the Service Manager with the training of new employees within the Therapeutic and Wellbeing Services ensuring that they are aware of the case management and administration processes.

Essential Requirements:

Possess emotional resilience to be able to conduct calls with the care needed for the client to feel heard, feelings acknowledged whilst also being able to take down the necessary information to be able to process the referral accurately and appropriately
Educated to minimum Level 3 or equivalent. May consider level 2 if matched with a good level of experience in health and social care, administration or similar. GCSEs English and Mathematics – Grade C or above
Experience of working within a needs led service providing information and advice to vulnerable people, such as victims of domestic abuse/sexual violence.
Experience of working in a professional environment
Experience of data inputting, analysis and monitoring large amounts of data, ensuring that records are accurate and up to date.
Experience of working within a formal contracting environment delivering/achieving against a specification and performance targets.

Supporting Futures Consulting acts as both an employer and an agency.