AsIAm: Community Support Officer – deadline Friday 24th April

We are currently recruiting a Community Support Officer to join the AsIAm Community Support Team on a 12-month Fixed Term Contract.  

The Organisation: 

AsIAm is Ireland’s National Autism Charity based in Blackrock, Co. Dublin.  AsIAm is a fast paced, growing organisation with a vision to create a society where every autistic person is accepted “as they are” – equal, valued and respected.  The organisation’s purpose is to advocate for an inclusive society for autistic people that is accessible, accepted and affirming.  AsIAm works to support the Autistic community and our families to fully engage in Irish life and build the capacity of society to facilitate true inclusion. 

Our Values: 

A key expectation of everyone who works for AsIAm is that they demonstrate our values; Perseverance, Same Chance and Service. Our values come into play throughout everything we do at work – how we work together and how we deliver services to the people we support and to the people we work alongside. 

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.  

Vacancy: 

We are currently recruiting a Community Support Officer to join the AsIAm Community Support Team on a 12-month Fixed Term Contract.  

We particularly welcome applications from neurodivergent individuals.  

The Role: 

The Community Support Officer will report directly to the Information Line Manager and will be part of the team responsible for the day-to-day operation of the Information Line service, assessing calls, emails and Instant Messaging 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 Autism Information Line process. 

This role provides an ideal opportunity for someone who is experienced in supporting and engaging with the disabled community, focused on resolving problems with an objective stance, is highly organised and can 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. 

Key Responsibilities: 

• Contribute to the ongoing operation of the Information Line- working a minimum of 2 days on the Autism 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 
• Complete all follow up casework after taking the call/email/instant message, seeking support from the Information Line Manager, as required 
• 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 and timely manner on our CRM system 
• 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 Information Line Manager and the wider team as required 
• Support with the roll-out of AsIAm’s Social Welfare Clinic’s 
• 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 
• Attend events on behalf of the organisation 

Key Requirements: 

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 style and to engage with a diverse community of people 
• Demonstrate compassion and empathy when dealing with others    
• 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 

Contract Duration 

This is a 12-month Fixed Term Contract.  

Salary & Benefits  

Salary will align with Grade IV as set out in the HSE Consolidated Pay Grades 

In addition, we offer 

• Annual leave allowance of 23 days p.a., rising in line with years of service 
• Additional paid time off (company days) as approved by Management 
• Hybrid working arrangements 
• Inclusive and neuro-affirmative team environment 
• Pension Plan (initially through “My Future Fund” and transitioning to Company Pension plan on successful completion of probation) 
• Employee Assistance Programme and Death in Service Benefit 
• Healthcare Plan (on successful completion of probation) 

Working Hours:  

The role is typically Monday to Friday, 9:00 am to 5:00 pm with some flexibility around start and finish times as agreed with the line manager. 

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.  

Location: 

The role is based in AsIAm HQ in Blackrock, Co Dublin with flexible hybrid options available to the successful employee.  

Click here for more information and to apply.