This Vacancy has closed.
SEND Advice Surrey Helpline Advisor
  • Employer: Surrey County Council
  • Reference: orbis/TP/819/6465
  • Published: Wed 08/01/2020, 9:50 AM
  • Closing on: Sun 26/01/2020, 23:55 PM
  • Working Pattern: Full Time
  • Hours: 36 hours per week
  • Salary: £21,169 - £23,367 per annum
  • DBS Check: Enhanced
  • Location: Consort House 5-7 Queensway Redhill RH1 1YB., Surrey

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More about this employer

SEND Advice Surrey Helpline Advisor

About the role

This is a 6 month secondment / fixed term contract.

The introduction of the 2014 Special Educational Needs Disabilities (SEND) Code of Practice states that all Local Authorities must provide parents, carers, children and young people with access to a SEND Information, Advice and Support Service (SENDIASS)

The teams provides a service to children and young people with SEND and their parent/ carers that meets the requirements of government guidance and legislation by providing impartial information, advice and support, informing of their rights in respect of SEND processes, providing advocacy support and empowerment to express views through developing the confidence to self-advocate and make informed choices.

The Helpline Advisor role will be to support the SEND Advice Surrey team by triaging the contacts in, ensuring all new queries are responded to within agreed timescales. Create a triage system whereby initial queries are completed at first call where possible or passed to an advisor if more complex.

The role will also be too:

  • To ensure that advisor actions are monitored daily to comply with strict deadlines on case work. 
  • Be aware of periods of staff holidays and sickness, so that work can be allocated appropriately.
  • Provide written reports to the Manager at agreed intervals for contract monitoring purposes.
  • To develop and run an efficient and effective triage system for new families contacting our services.
  • Track volume of calls and emails and identify any gaps and trends for reporting purposes.
  • Assist in the development of standard email responses for frequently asked questions.
  • To assist in developing Information Sheets on popular topics and print off and post Information Sheets to parents who do not have access to the internet.
  • To monitor the level of work across the teams and ensure any capacity issues are identified and reported promptly to the Manager.
  • To issue and monitor the return of Consent and Feedback Forms, to allow client details to be stored on our database.
  • To collate data from new queries relating to common issues (such as exclusions) and report to the Manager.

    Post holders will be expected to be flexible in undertaking the duties and responsibilities attached to their post and may be asked to perform other duties, which reasonably correspond to the general character of the post and are commensurate with its level of responsibility.

Additional information

For more information please contact the team Manager - lynn.hargreavesmccallum@surreycc.gov.uk or by calling the helpline on 01737 737300. We look forward to receiving your application.

The job advert closes at 23:59 on 26th January 2020.

Interviews will take place on 5th February 2020.

From flexible working to job sharing (where possible) we are committed to providing a healthy work life balance. A laptop and mobile will be supplied if applicable to your role. You will benefit from 24 days annual leave, rising to 28 days after 2 years' service, a generous local government salary related pension, as well as the option to join our car lease scheme. For more information about the wide variety of benefits you can take advantage of please visit MyBenefits for Surrey County Council staff.

Surrey County Council is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. We want to be an inclusive and diverse employer of first choice reflecting the community we serve and particularly welcome applications from all under represented groups.

How to Apply

Please apply online via the link provided. Please note, we do not accept CV’s submitted without a fully completed online application form.

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