1610 - Family Liasion Admin

The Brainwave Centre Ltd
JOB DESCRIPTION
Job Title:
Reports to:
Job Summary:
Family Liaison Officer and Administration Support
Head of Therapy
The post holder will coordinate all initial enquiries, arrange booking
the families initial assessments and liaise with the Therapy
Administrator to ensure that all relevant information is sent to the
families concerning their appointment including their
accommodation requirements.
The administrator will be informed of all cancellations and will
contact the families to arrange new appointments.
The administrator, whilst liaising with the Head of Therapy, will be
expected to contact all families on the data base who do not
have a reassessment booked.
The administrator will help oversee the external groups that attend
the hydrotherapy pool.
As this is a new position the role will change and develop as the
job evolves.
MAIN DUTIES AND RESPONSIBILITIES:
The post holder’s major role will be to oversee all family enquires that are made at the South
West Centre whether these are from new families or current families wishing to alter their
appointments.
KEY RESPONSIBILITIES OF POST HOLDER
Initial and Reassessment Families
To book in all initial families and to enter their relevant details onto the computer diary
with the exception of accommodation. To liaise with the Therapy Administrator/Head
of Therapy so that the relevant paperwork can be sent out
To contact families who do not have their reassessment recorded on the database
To liaise with the Therapy Administrator and re book in any families contacting the
centre wishing to change their appointment
To contact all families who have not confirmed their Initial or Reassessment
appointment six weeks prior to their date, by phone where possible or email if not able
to contact families on the phone
To meet regularly with the Head of Therapy to enable them to ensure that diary
management is maintained
To assist families that wish to attend Brainwave that requires funding. This can be either
through the Bursary Fund or by arranging a meeting for the family with a member of
the fund raising team.
Administration and Reception
Type all therapy reports within a reasonable time (but not normally more than 20
working days) of receipt
Shared reception duties including cover breaks, including lunch; take second ring on
incoming calls (2 nd ring on phone to be picked up within 3 rings); take and pass on
messages; cover receptionist’s holidays and sickness absences, including taking

minutes at Monday morning therapy meetings. Phones to be answered in line with
Brainwave etiquette
Ensure disclaimers are entered onto the spreadsheet in a timely manner
Maintain weekly diary sheet
Order cleaning, maintenance, admin and therapy equipment, including rolls and
wedges made to order, as required, check deliveries, approve invoices, maintain
stocks. General stocks must be maintained at all times
Hydrotherapy Pool
To oversee the hydrotherapy pool diary and to ensure that all available time slots are
filled with outside groups. This will involve booking in new groups when sessions
become available
To be Brainwave’s main liaison with the outside groups
To organize and carry out the induction process with outside groups. This will involve
ensuring they have the correct insurance policies in place
Liaising with the Head of Human Resources over any health and safety issues
Training Days
To arrange, liaising with the head of Therapy two training days throughout the year for
the Therapy Team
To ensure that all necessary mandatory training is carried out in these sessions
Professional
Provide Fundraising Inductions for families on the Programme and take photos of the
children during the therapy sessions that can be used for fundraising and marketing
purposes
Maintain up to date paper and electronic records of clinical intervention and
statistical data in accordance with professional standards. This involves the frequent
use of computer software to produce formal reports
Maintain a high standard of personal and professional conduct and apply specialist
skills and knowledge in order to demonstrate professional competence
Comply with Health, Safety and Risk Management policies
Manage time efficiently within the structured assessment day
Research and Service Development
Responsible for own continuing professional development, maintaining and improving
on current knowledge
COMMUNICATIONS AND RELATIONSHIPS
The post holder may need to communicate unpleasant or upsetting news and is
frequently required to handle situations sensitively using empathetic and re-assurance
skills. The post holder deals with face-to-face complaints and refers these to the line
manager
The post holder is occasionally exposed to distressing or emotional circumstances. This
includes dealing with difficult family situations, e.g. children with complex physical and
cognitive disabilities, behavioural issues, a lack of emotional attachment/bonding.
The post holder liaises with NHS / educational establishments
PHYSICAL DEMANDS OF THE JOB
Physical Skills/Effort
Speed and accuracy in word processing and data entry skills
Work Conditions

The post holder will need to work flexibly during the day, including working over hours
occasionally
JOB RELATED SKILL AND KNOWLEDGE
PERSON SPECIFICATION
Family Liaison Officer and Administration Support
Essential
Office experience to include compilation of professional letters and promotional
material.
Highest standards of honesty, confidentiality, integrity and reliability
Competent in Microsoft Office, including Word, Excel and Outlook.
Minimum of 6 months previous administration work
High levels of accuracy, with an ability to spot and correct grammar, spelling and
other errors in drafts
Highest standards of honesty, integrity and reliability.
Enthusiastic and outgoing manner.
Polite and calm manner at all times.
Working knowledge of Health and Safety policies and procedures in an office/therapy
environment.
Clean Driving Licence
Excellent communications skills, face to face, over the telephone, in formal
communications (eg reports to other professionals) and by email
Ability to communicate effectively with children and families
Ability to self-motivate
Experience of liaison with other professionals and partnership working
Ability to write succinct reports with a good command of English
Desirable
Knowledge and understanding of child protection procedures.
OTHER REQUIREMENTS
Personal Qualities
• Excellent time management and organisational skills
• Able to work on own initiative and be part of the Bridgwater team sharing best
practice and ideas
• Confident and comfortable with working with people at all levels.
• Good organisational skills
• Good listening skills
• Ability to self-motivate
• Commitment to Brainwave’s mission of helping children and families improve their lives
• A good fit with Brainwave’s values: professional, positive and friendly
• Positive and flexible attitude

TERMS AND CONDITIONS
Salary:
Hours of work:
Annual leave:
Pension:
Performance Review:
Equal Opportunities:
Disclosure checks:
Health & Safety:
£17,000 per annum.
35 hours per week
25 days + 8 public holidays per annum
You will have the opportunity to join the Brainwave Pension Scheme
from day one of joining us. Brainwave will contribute 3% to your
pensions plan so long as you meet the auto-enrolment criteria.
Overall performance will be formally assessed and reviewed regularly,
with additional informal assessment taking place as necessary.
At Brainwave, it is our stated policy to treat all workers and job
applicants equally and fairly irrespective of their sex, marital status, civil
partnership status, trans-gender status, sexual orientation, race, colour,
nationality, ethnic origin, national origin, culture, religion, age, or
disability (‘protected characteristics’ as per the Equality Act 2010).
Where applicable any offer of employment is conditional upon us
obtaining an Enhanced check from the Disclosure and Barring Service.
This will be renewed periodically during employment.
You must look after the health and safety of yourself and anyone else
who may be affected by what you do at work. You must also cooperate
with us to make sure that we comply with current legal and
organisational safety regulations.
I have read, understood and accept the contents of the job description
Signed: ………………………………………..
Dated: ……………………………………..
Print name: ……………………………………………….