We have a new and exciting opportunity to support vulnerable children and young people in York. The role would be great for someone who has good knowledge and understanding of CSC and Early Help and who has strong interpersonal skills, including the ability to empathise and work in a sensitive manner with both professionals and families in a telephone based service.

Please see below the job description:

  • Experience of delivering a customer care service and/or working with vulnerable people in a phone-based front-line service;
  • Have experience of providing high quality information advice and guidance to other practitioners working with children, young people and their families;
  • Have experience of development work, influencing others and working co-operatively to achieve desired outcomes;
  • Have experience of planning and delivering training;
  • Good knowledge and understanding of thresholds including CSC and Early Help
  • A knowledge and understanding of the range of services available to support vulnerable children & young people in York.
  • Strong interpersonal skills, including the ability to empathise and work in a sensitive manner with people who may be under considerable stress, and skill in defusing negative/angry/hostile reactions.
  • Good active listening skills.
  • A proven ability to influence and motivate the behaviour of others.
  • A proven ability to problem solve and handle complaints effectively.
  • The ability to assimilate and understand the significance of a variety of information and to reach quick and balanced/reasoned decisions about an individual customers’ circumstances.
  • Excellent communication skills (written, verbal and presentational).
  • Strong literacy and numeracy skills.
  • Sound administrative skills and the ability to manage complex administrative processes.
  • The ability to record information accurately and succinctly in line with Council policies, procedures and guidance.
  • Effective computing/IT skills (ECDL or equivalent), and competent in the use of Microsoft Word, Excel and Outlook.
  • The ability to work effectively as part of a team and to operate in a multi-agency environment.
  • The ability to organise and manage a high turnover of work, responding flexibly to workload pressures and challenges and taking responsibility for meeting necessary deadlines.
  • The ability to work independently and without constant direction and supervision.
  • Experience of using MOSAIC, the Children’s Services Case Management System would be very beneficial.