Reach Out Service Coordinator

Overview:

We are Forward, the social enterprise that empowers people to break the cycle of crime or addiction to move forward with their lives. For more than 25 years we have been working with people to build positive and productive lives, whatever their past. We believe that anyone is capable of lasting change. Our services have supported thousands of people to make positive changes and build productive lives with a job, family, friends and a sense of community.

The Reach Out Service sits within the Recovery Directorate of the Forward Trust. The platform helps callers with a variety of issues, offers support and where appropriate, signposting to other providers.

The Reach Out Coordinator will be responsible for supporting and delivering all functions of the Reach Out online chat service. They will be the main point of contact for enquiries to the service whether that be service users or other providers. The Reach Out Coordinator will lead on innovation and the development of the growing service, meeting objectives and targets that will be set. Along with creating monthly reports for the SMT, looking at trends, caller needs and training for volunteers, the Reach Out Coordinator will work closely with the Research team and Communications team to develop the service.

The majority of the role will be remote working with some travel for reviews and occasional meetings to support the development of the service.

Essential Skills and Experience

• Flexibility to meet the needs of the service as it develops.
• A positive problem solving approach with the ability to focus on key issues quickly and clearly.
• Effective negotiating and influencing skills.
• The ability to engage effectively with the client group.
• Have an awareness of digital platforms and their purpose.
• Understanding of and sensitivity to diversity and equality issues.
• Working knowledge of using Microsoft office packages and databases.

Qualifications
• Extensive experience and knowledge of recovery services.
• Strong IT skills

Desirable Skills and Experience

• Experience of strategic partnership building.
• A thorough understanding of support groups and their role in maintaining ongoing recovery.
• A thorough understanding of the Theory of Change and how the digital services fit into the Charities portfolio.

• Training opportunities and career development
• Flexible working
• Season Ticket Loan Scheme
• Cycle to work scheme
• 25 days (rising to 30 with length of service) Annual Leave plus Bank Holidays
• 21 wellbeing hours per year
• Health cash plan
• Contributory Pension Scheme – Employer matched contributions of up to 6% in the first two years’ service and up to 9% thereafter
• Death in Service Payment (2x annual salary)
• Critical Illness Insurance (subject to qualifying criteria)

Reach Out Service Coordinator JD 2024