VACANCY
INFORMATION LINE
COMMUNITY SUPPORT OFFICER
THE ORGANISATION:
AsIAm, a not for profit organisation, is Ireland?s national autism
charity based in Blackrock, Co Dublin. AsIAm is a fast paced and
growing organisation that works tirelessly to create a society in
which every autistic person is empowered to reach their own personal
potential and fully participate in society.
NATIONAL AUTISM INFORMATION LINE SERVICE:
AsIAm?s Autism Information Line currently provides support to the
Autism community through providing information on a range of autism
related matters, timely responses to queries, and signposting callers
to relevant organisations and supports as necessary. The service
provides phone, email and instant messaging options. Typical queries
that the team may receive centre on child and adult diagnosis,
education, employment, and child and adult daily living skills.
VACANCY:
We are currently looking to recruit a COMMUNITY SUPPORT OFFICER to
join the AsIAm Community Support Team. We particularly welcome
applications from neurodivergent individuals.
THE ROLE:
The Community Support Officer will report directly to the Community
Support Manager and will be part of the team responsible for the day
to day operation of the Information Line service, assessing calls and
messages and responding or referring as appropriate. The Community
Support Officer will follow up on queries, where appropriate, at team
level or by reaching out to other stakeholders (e.g., SENO) on behalf
of the family. The Community Support Officer will also support the
development of support materials, resources, programmes and events
based on the thematic trends arising on the Information Line.
The successful candidate will be required to contribute to the growth
of AsIAm?s innovative and impactful Information Line process.
This role provides an ideal opportunity for someone who is comfortable
and skilled in interacting with vulnerable people, is focused on
resolving problems with an objective stance, is highly organised and
is able to autonomously prioritise daily tasks according to urgency.
The successful candidate will have to adjust and adapt communication
to the needs of the community member they are interacting with.
KEY RESPONSIBILITIES:
* Contribute to the ongoing operation of the Information Line
* Handle all calls and messages in a sensitive and professional
manner
* Assess and categorise the support / information requirement of the
callers
* Establish the information requirement through professional probing
conversations
* Respond to calls / emails / instant messages, driving first point
resolution where possible
* Refer calls to other team members or external agencies as
appropriate and follow up to ensure resolution in a timely manner
* Develop resources, information materials and support events based
on the queries received
* Document all queries in an objective, professional manner and in a
timely manner
* Adhere to protocols and policies in the operation of the
Information Line to ensure compliance with all regulation and best
practise guidelines and a consistency in approach
* Engage in appropriate training to meet the evolving needs of the
service
* Provide regular updates to both the Community Support Manager and
the wider team as required
* Engage in ongoing casework with families
* Develop and maintain positive relationships with key stakeholders
* Participate in the overall team to ensure collaborative teamwork
and support other team members as required
KEY REQUIREMENTS:
EXPERIENCE, EDUCATION, SKILLS, AND ABILITIES REQUIRED
* Excellent interpersonal skills and call handling skills
* Experience in supporting autistic adults and families of autistic
children
* Ability to adapt communication and engage with a diverse community
of people
* Excellent time management, prioritisation and organisational
skills
* Strong ability to communicate in the written form including in
emails or guidance documents
* Deep knowledge of autism and autism related issues
* Strong computer literacy
* Strong administrative skills
* Discretion and confidentiality
* Experience in remaining calm and in control of challenging
situations by utilising appropriate risk assessment and situation
management skills
OTHER REQUIREMENTS RELEVANT TO THE ROLE BUT NOT ESSENTIAL ARE:-
* An understanding of social inclusion issues
* Knowledge of disability and equality legislation and public policy
* Experience of content creation
* Experience in organising support groups or delivering training
* Experience of working in a helpline setting
* Relevant academic qualification
CONTRACT DURATION
This is a three year fixed term role with a view to permanency.
SALARY & BENEFITS
AsIAm will offer salary and benefits commensurate with AsIAm pay scale
and experience.
WORKING HOURS
The role is Monday to Friday, 9:**Apply on the website** am to
5:**Apply on the website** pm.
The role holder is required to have a degree of flexibility with
regard to working hours with the expectation of some evening and
weekend work due to the nature of the events.
REMOTE WORKING
The role is based in AsIAm HQ in Blackrock, Co Dublin. In the most
part, this will be an office based role. Following a successful
probation, people do have the right to apply for remote working where
it is appropriate to the role.
YOUR NEXT STEP?..
Interested applicants should submit a CV and cover letter to Jacqui
O?Grady, HR Consultant, at **Apply on the website**. You can contact
Jacqui at **Apply on the website** with any queries.
CLOSING DATE: The closing date for receipt of applications is Monday,
**Apply on the website** February **Apply on the website**
NOTE: All candidates must be willing to undergo Garda Vetting should
they be successful.
_AsIAm actively supports inclusion in the workplace and will endeavour
to provide reasonable accommodations as requested by candidates
throughout the interview process for this position_
_AsIAm is an equal opportunities employer which reserves the right to
practice?positive discrimination as set out by the Employment
Equality Act, **Apply on the website**._
We need : English (Good)
Type: Permanent
Payment:
Category: Others
