Helpline Care Navigator - South and South West Region Job Milton Keynes area,England UK,Healthcare

Helpline Care Navigator - South and South West Region Job Purpose

This role offers an opportunity to play a vital part in sustaining our Helpline service, which sits at the heart of the support we provide to people living with PSP & CBD. As Helpline Care Navigator (HCN), you will act as the first point of contact for individuals, families and health professionals across the South and South West, including parts of the West Midlands.

You will deliver compassionate, person-centred support and clear, practical information via telephone and email, ensuring people affected by PSP & CBD feel heard, informed and supported at every stage of their journey. Alongside direct support, you will actively engage with health and social care professionals, neurology clinics and wider partners to strengthen local awareness of PSP & CBD and enhance referral pathways across the region.

This is a key role in maintaining continuity, quality and momentum within our Helpline service and you will be reporting to the Helpline and Support Services Manager.

Contract Type

Full Time – permanent contract (6-month probationary period)

£27,500 per annum

Hours of Work & Annual Leave

35 hours per week - this may include working some unsociable hours, including evenings and weekends.
28 days plus bank holidays. Pro-rated for part-time role.

The main office is in Milton Keynes, and we have a hybrid working policy with staff expected to spend one day a week in the office, and the remainder can be worked from home. HCN’s currently work from the office on a Wednesday. There is flexibility in the arrangements that need to be agreed upon with the line manager.

Key Responsibilities

To be ‘first point of call’ for people with PSP & CBD and their families living in the West and South West Region including Shropshire, Herefordshire, Warwickshire, Gloucestershire, Wiltshire, Hampshire, West Sussex, East Sussex, Dorset, Somerset, Devon, Cornwall, Avon, Isle of Wight. Providing people with support and information over the phone and via email
To raise awareness of PSP & CBD across all health and social care disciplines in the region by engaging with HSCP’s and neurology clinics.
To provide accurate information in all aspects of PSP & CBD in response to enquiries and signpost onto other organisations where appropriate.
Ensure a maximum response to all helpline calls, emails and enquiries.
To keep clear and accurate records and statistics of enquiries received and actions taken.
To carry out a maximum number of proactive calls to people affected by PSP & CBD within the region as directed by the Helpline Manager.
Develop and maintain the existing database of key health and social care professionals and regional services.
Attend outreach events to build the profile of PSPA services amongst health and social care professionals.
To deliver awareness and learning sessions to HSCP’s within your region
Work with the Director of Policy and Influencing to identify ways in which services and care can be improved for families affected by PSP & CBD in the region.
To signpost to PSPA Support Groups and services.
Liaise with external services to signpost to local support.
Take an active part in the delivery and planning of information and support events, which may include the possibility of overnight stays and weekends.
Liaise with the fundraising team to signpost to fundraising activities.
Liaise with the Volunteer Coordinator to maintain and build volunteering in the region.
To attend and contribute constructively to team and other meetings as required.
To ensure the implementation of policies, procedures and quality standards as defined by PSPA.
Contribute to the development of literature and articles for PSPA Matters.
To undertake any other tasks, by agreement as required, in support of the work of PSPA.

The duties may be changed and/or varied to meet changing circumstances at the discretion of the CEO and Board of Trustees.

Person Specification

Experience in delivering helpline and/or information and support services
Excellent listening and interpersonal skills, with the capacity to listen actively, understanding different points of view
Ability to keep accurate records
Willingness to…