Family Information Service Officer

Family Information Officer - 18mths FTC / Secondment
(Fixed-term contract for external applicants' / Secondment opportunity for LBE employees 18 months)

Ealing Council have an exciting new opportunity as a Family Information Officer available on a full time, 18 month fixed term contract

Are you passionate about helping families find the right information, services and support? Ealing's Family Information Service is looking for someone who can combine excellent customer service with community engagement and a genuine commitment to improving outcomes for children and families.

The Ealing Family Information Service (FIS) is looking for an enthusiastic and committed Family Information Service Officer to join our busy and supportive team.
FIS provides high-quality, impartial information, advice and guidance to children, young people, parents, carers and professionals across Ealing. The service supports families to find and access a wide range of services, including childcare, activities for children and young people, family support, Early Help and support for children and young people with special educational needs and disabilities (SEND).

This is a varied role where no two enquiries are necessarily the same. You will support families through telephone, email and face-to-face contact, helping them identify what they need and navigate the services and support available to them. The role profile specifically requires high-quality information and advice for children and young people up to 19, and up to 25 for those with a disability or additional need.

Alongside responding directly to families and professionals, you will undertake research and help ensure the information provided by FIS remains accurate, accessible, timely and relevant. You will contribute to updating and developing information in a range of formats and help maintain positive links with services and agencies across the borough.

The role is not just office-based. You will also undertake outreach in community settings, building relationships with colleagues, partners and local services and helping communities access information about childcare, children's services and wider sources of support. The role profile places community and partnership working at the heart of the position.

About you
We are looking for someone who:

•has excellent communication and customer service skills and can engage sensitively with a diverse range of families and professionals;
•has experience providing information, advice and guidance face-to-face, by telephone, email and within community settings;
•can listen carefully, identify people's needs and provide clear, impartial and helpful information;
•has strong written communication and IT skills and can confidently research, record and maintain information;
•is organised, able to use their initiative and can prioritise a busy and varied workload;
•understands the different circumstances and challenges that can affect children and families and can respond sensitively and supportively;
•can work collaboratively with colleagues and partners across services;
•has an understanding of Early Help, multi-agency support and the needs of children and young people with SEND, including the Local Offer;
•is committed to equality, diversity and inclusion and to improving access to information and support for Ealing's diverse communities.