We have 2 part time vacancies within our Advocacy Support Team 1 x 20hrs & 1 x 19hrs a week

This role is based at our Taunton office and the successful applicant will be office based.

Actual salary range for the 20 hour role is £12,711.09 - £13,485.19 (FTE £23,515.51 - £24,947.61)the lower salary will be paid to new starters

The Advocacy Support Team are the first point of contact for the organisation, responsible for handling calls, responding to enquiries and triaging incoming referrals for all our services from a range of professionals and vulnerable people.

This is a busy and demanding role which requires a high standard of communication skills with the ability to remain calm under pressure. The role requires the ability to learn, understand and apply a wealth of knowledge about our individual services. It also requires the ability to be able to process data quickly and accurately.

As a friendly, helpful individual, you will go that extra mile to ensure our clients are always happy with the service provided. You will need to be a strong team playerwho is flexible and willing to learn new processes and information.

Being a clear communicator with the ability to remain calm in stressfulsituations and deal with very complex issues in a professional manner is essential. An Advocacy Support Officer is always present in the office 9am 5pm Monday to Friday. All members of the team need to remain flexible in their working hours to ensure cover during sickness and annual leave periods.

Duties and Responsibilities; (Not limited to)

• Receive all incoming referrals via telephone and email
• Accurately record all essential information on SWAN s client database
• Provide assistance, advice and information about specialist advocacy services
• Provide information and signposting to other organisations
• Triage and process complex referrals across all organisation and partner services
• Deal with all enquirersin a friendly, professional, and helpful manner
• Manage challenging communications from distressed and/or vulnerable clients and recognise when to consult with and/or escalate calls to the Advocacy Support Team Manager
• Ensure consent and confidentiality protocols are adhered to and the referral processes are managed in the appropriate manner

Qualification requirements;

Willingness to undertake Independent Advocacy (City & Guilds level 2) training, with the opportunity to work towards the formal qualification.

Skills, experience or knowledge required for the role;

• Working with people who are described as vulnerable, or who have additional support needs
• Communication skills suitable for a wide variety of people, some of whom may have learning disabilities, physical disabilities, mental health issues or have been assessed aslacking capacity
• Managing work time and work priorities, managing pressure and delivering on deadlines
• Use of technology, including data bases and telephony systems
• Ability to input data quickly and accurately
• Ability to remain calm under pressure and whilst dealing with complex issuesin a sensitive manner
• Working individually but acknowledging the importance of being part of a team
• Managing work time and work priorities and delivering on deadlines
• Willingness to undertake training in advocacy and learn new processes and information on an ongoing basis
• A commitment to the belief that everyone has a right to be heard, have choice and control, to be safe from harm and to live the life they choose

Desirable;

• Knowledge of the Acts governing best practice: Care Act, Mental Capacity Act and Mental Health Act
• Knowledge of all types of advocacy

Closing Date 12 th August 2025

Interviews are taking place on 19 th & 20 th August.

Please send your CV and a supporting statement.

SWAN supports and empowers people to have a voice, by ensuring access to quality, independent advocacy. We believe that everyone has the right to be heard & respected, the right to choice in decisions about themselves and the right to be safe.