Family Advice Co-ordinator

Permanent
Full Time 37 hours per week

Devon Disabled Children's Service, Targeted Support, are looking for a confident, resilient and highly organised individual to join our supportive and passionate team as a Family Advice Co-ordinator.

This permanent role is an opportunity to join a well-established service that benefits from the long-term retention of experienced and knowledgeable staff. You will be part of a committed team working to support children with disabilities and their families across Devon.

The Role

The Family Advice Co-ordinator is often the first point of contact for families accessing our service. You will provide advice, information and practical support through telephone and email contact, helping families understand available services and navigate systems such as the Devon Wallet.

This is a varied role which combines a busy helpline function with a range of administrative and operational responsibilities. You will support families to understand processes, access information, resolve issues and identify appropriate sources of support, whilst ensuring records, referrals, checks and service processes are completed accurately and within required timescales.

You will be expected to manage a high volume of enquiries and maintain excellent customer service standards, even during busy periods.

What We Are Looking For

This role requires someone who is calm, professional and resilient when working with families who may be distressed, frustrated, anxious or sometimes angry due to the challenges they are experiencing. You must be able to manage challenging conversations confidently whilst maintaining empathy, professionalism and clear boundaries.

We are seeking someone who:

• Has excellent communication and customer service skills.
• Can confidently manage difficult and emotionally demanding telephone conversations.
• Is able to work effectively within strict helpline operating hours whilst balancing competing priorities.
• Can manage a high volume workload and work at pace without compromising quality.
• Has strong organisational skills and can independently manage multiple competing demands.
• Is able to prioritise tasks that must be completed at specific points throughout the month and consistently meet deadlines.
• Can work with minimal supervision, using initiative and sound judgement to problem solve and make decisions within their role.
• Knows when to seek advice, escalate concerns or involve management where appropriate.
• Has experience of maintaining accurate records and completing administrative processes to a high standard.
• Has an understanding of disability and the impact it can have on children, young people and their families.

What We Offer

We are proud of our supportive team culture and recognise the importance of investing in our staff. We offer:

• A comprehensive induction programme.
• Ongoing support and development opportunities.
• Agile working arrangements.
• The opportunity to work alongside experienced and knowledgeable colleagues.
• A rewarding role making a positive difference to the lives of disabled children and their families across Devon.

This role would suit someone who enjoys working independently, can remain calm under pressure, is highly organised and gains satisfaction from helping families navigate complex systems whilst delivering a high-quality service.

Location and Travel

This is a countywide role with a combination of home working and office bases across Devon, including North Devon (Barnstaple), South Devon (Totnes) and Mid & East Devon (Exeter). Your designated office base will normally be the one closest to your home address.

Regular travel across Devon is required to attend team meetings, service development days, training and other events. Applicants should therefore be able to travel independently throughout the county when required.

Candidates who are successfully shortlisted will be invited to attend an interview on Friday 13th November 2026.

For an informal chat or to ask questions please contact: Team Manager Wendy Saunders via wendy.saunders@devon.gov.uk

How to apply

Please ensure when completing your application form that you provide a supporting statement which demonstrates how you meet the essential and desirable criteria as described in the person specification of the job description. Applications may not be taken forwards if the supporting statement is not adequately completed.

Internal Applicants, please note: If you are an existing DCC employee, please use your iTrent Employee Self Service (ESS) details to log in and apply.

Please click here to see the Job Description

• DCC embraces the positive benefits of a diverse workforce and is committed to providing an environment that is inclusive and safe. We welcome applications from people who share our commitment to stop discrimination, challenge inequality and promote diversity across Devon. More information can be found on our Equality and Diversity webpages.
• For details on the use of AI in applications and Devon County Council's use of AI in Recruitment please see Use of AI in Our Recruitment Processes - Working for Devon | Devon County Council
• Happy to Talk Flexible Working - The Council offers flexible working arrangements in terms of when and where people work e.g. hybrid working, part-time, condensed hours etc.
• We are committed to safeguarding and promoting the welfare of children and vulnerable adults and expect all staff and volunteers to share this commitment.
• This role requires the ability to fulfil all spoken aspects of the role with confidence and fluency in English.
• Personal data we collect from you will be processed in accordance with the Applicant privacy notice.
• For more information about Working for Devon please visit our Working for Devon page.
• We cannot consider visa sponsorship at this time. UK Right to Work is required. For further guidance on right to work in the UK, please visit: Work in the UK - GOV.UK (www.gov.uk).
• This role requires a DBS disclosure.