Refugee Support – Project Coordinator (Enquiry Line)

Refugee Support – Project Coordinator (Enquiry Line)
Location: UK Flexible
Contract: Fixed Term Contract until March 2024
Hours: 35 hours per week
Salary: £26,083 per annum pro-rata
About the role…..
Reporting to the Service Manager (Enquiry Line) as part of the Refugee Support and Restoring Family Links team, the Project Coordinator will be responsible for developing, coordinating and delivering the Enquiry Line project for refugees, asylum seekers and other vulnerable migrants in the southeast area and will undertake a range of duties designed to develop, maintain, promote the service.
This is a role where you will be working alongside a small staff team, and a large body of volunteers, to ensure that we can quickly respond to all the enquiries that come into our widespread team.

This ‘first point of contact’ for our service users, is vital in ensuring that they are given timely information, triage incoming requests and if appropriate move the enquiry onto our casework service.

Where possible or suitable, we signpost enquiries to a more relevant service, ensuring that those who do work with, get our full attention, and we work with them, towards quality outcomes.

We use a range of call centre technologies to ensure that people can access our service and are in the process of developing the service to ensure that we are as accessible, timely and proactive as possible.

This role will be part of the day-to-day operations and enquiry handling team, develop and train volunteers and manage them going forward. A specific aim will be to ensure that all volunteer induction materials relating to this role are carefully created, tested and then updated to support the team long term.

Could this role be for you?
Organisational skills – planning, managing and monitoring own and others workload
IT literate. Ability to use email, word processing, database and spread sheet packages
English language proficiency; can understand the main ideas of complex text including technical discussions in their field of specialization, can produce clear text; can use language flexibly and effectively for professional purposes; can understand a wide range of demanding, longer clauses, and recognize implicit meaning.
Ability to support, manage and develop volunteers.
Excellent communication skills, including:
ability to communicate with people from diverse cultures and those whose first language is not English
ability to influence and adapt communication style to different audiences
Ability to work as part of a team in a high-pressure environment
Proven ability to ensure sensitive, safe and ethical working practices within projects working with vulnerable groups of people.
Reflective practice – ability to pause, draw out learning from experience, listen to others and improve practice
Presentation and facilitation skills
Ability to listen, empathise and provide emotional support to highly distressed and vulnerable people in crisis
Knowledge and Training…….
Understanding of issues relating to refugees and asylum seekers and other vulnerable migrants
Educated to GCSE or equivalent by experience
Understanding of the needs led user focused philosophy
Knowledge and understanding of the roles, functions and purpose of statutory and non-statutory agencies in the field of refugees and other vulnerable migrants
Understanding of working with interpreters in group settings
Knowledge of local area and available services
Good working knowledge of IT systems in general
Experience of cross-agency partnership and collaborative working
Experience of managing, supporting and developing volunteers or staff
Experience of delivering learning and development activities
Experience of working with vulnerable people with complex needs
About us………
Refugee Support provides core services to asylum seekers and refugees, including Orientation, Destitution Support Casework, Family Reunion Integration and Travel Assistance.

The British Red Cross Refugee Support work closely with the refugee sector and wider community partners to promote access to services and support integration.

For people in crisis, as a result of their migration status, in need of protection, displaced and often having experienced family loss and separation our Refugee Support and Restoring Family Links team will deliver on our unique position and responsibility as part a truly global humanitarian organisation, present at every stage on the migratory trail to:

Reduce destitution and exploitation
Restore family links and facilitate reunion
Challenge stigma and build inclusion
Ensure protection and empower people to make positive decisions to regain control of their lives.

Closing date for applications is at 11:59pm on Sunday 12th March 2023, with interviews expected to follow shortly afterwards.
Should you have any questions on this role please email us at quoting vacancy ID 7249