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.
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 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.
- 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
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
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.
The role is Monday to Friday, 9:00 am to 5:00 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.
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 firstname.lastname@example.org. You can contact Jacqui at 087 2264981 with any queries.
The closing date for receipt of applications is Monday, 21 February 2022
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, 1998.