Job description

To provide expert support, guidance and information on cerebral palsy particularly within the context of Scope’s Strategy, to disabled people, families, professionals, Scope colleagues and members of the public.

To be Scope’s representative within the region on cerebral palsy joining existing cp forums and groups, helping the cp community to come together, and sharing Scope’s work within communities by:

• Ensuring you are aware of key issues relating to cerebral palsy and being able to relate this to knowledge to Scope’s work and requests for information guidance and support.
• Responding to enquiries from Scope’s through our digital and community offers in relation to cerebral palsy.
• Identifying the need for and creating new content and information products that respond to the needs of those living with cerebral palsy increasing the depth of information scope can offer.
• Leading or assisting with community events within our community Hub, the region and nationally for example Scope’s Cerebral Palsy network events held online.

Main Responsibilities

• To ensure that customers feel valued and are provided with information that is tailored to meet individual need, is accurate, up to date and accessible to them.
• To work with the Cerebral Palsy Lead and Service Events officer to deliver Network CP online and future in-person events.
• To develop community presence and connections within the region working closely with individuals and cerebral palsy organisations.
• To be an active member of Scope’s community and digital work.
• To work with colleagues from Scope's Service offer.
• To communicate with voluntary organisations, statutory bodies and other external agencies to facilitate appropriate referrals for customers so their needs are met in the best possible way.
• To demonstrate a commitment to customer service excellence and deliver against the requirements of Scope’s quality framework and identified quality standards at all times.
• To ensure that details of enquiries are logged accurately on the customer database as required and in a timely manner and that quality data and information is maintained.
• To keep abreast of information, consultation and legislation relating to disability issues and Scope activity to ensure the information we are giving about cerebral palsy is accurate, up-to-date and in line with Scope’s strategic position. 
• In agreement with your manager, lead on specific areas relevant to those living with CP sharing your knowledge and skills with the cerebral palsy team and beyond.
• To proactively share learning, information and best practice around cerebral palsy with colleagues and communities.
• To work within Scope’s policies relating to customer confidentiality and data protection at all times.
• To follow Scope’s policy and process around safeguarding and to make decisions regarding relevant customers as appropriate.
• To promote Scope and its values around equality, inclusion and the social model of disability and to present a positive image of the organisation in all aspects of work.
• To contribute to meetings and discussions and to proactively contribute to the continued improvement of Scope and its services.
• Attend meetings and groups across the region and on occasions nationally.
• Work outside of core office hours when needed to suit the needs of our customers.

Mandatory for all staff 

• To work seamlessly across department or team boundaries in a collaborative and constructive manner to implement Scope’s strategic direction 
• To demonstrate a commitment to customer service excellence and deliver against the requirements of Scope’s quality framework. 
• To work within Scope’s policies and procedures. 

Key contacts 

Internal contacts 

• Family services
• Community services
• Online community
• Content design
• Helpline
• Partnerships
• Communications

External contacts: 

• Cerebral palsy community members and organisations
• Colleagues in other services, disability organisations and charities.
• Practitioners with an expertise in cerebral palsy, related organisations including health and social care providers.
• Scope supporters, volunteers and as appropriate corporate supporters.

Person Specification 

Knowledge and experience 

Essential 

• Personal lived experience of cerebral palsy
• An in-depth knowledge of cerebral palsy, its causes, health implications therapies and available support throughout a person’s life.
• At least two years’ experience working in a customer focused environment.
• Effective person-centered listening and probing skills to respond to underlying issues and assist customers to make informed choices.
• Knowledge of current issues that affect disabled people and those around them, specifically people with cerebral palsy
• Ability to organise workload, prioritise effectively and use own initiative.

Desirable 

• Experience of running or assisting with online and in-person events
• Experience working as a practitioner providing information, advice and support to children and adults with cerebral palsy.
• Demonstrable understanding of the social model of disability

Skills and Competencies

 Essential 

• Ability to work as part of a team.
• Ability to communicate confidently with a wide range of customers with an understanding of different needs and ability to respond to these.
• Ability to engage groups of people and individuals on the subject of cerebral palsy and disability.
• Ability to be flexible.
• Effective interpersonal skills and a positive and collaborative approach to work.
• Ability to be flexible, respond positively to change, and work effectively under pressure and deal with conflicting priorities.
• Excellent written and verbal communication skills in order to be able to communicate with stakeholders in a clear, meaningful and effective way.
• Excellent IT skills particularly Microsoft Office and experience of using databases.
• Ability to attend meetings and groups (within reason) across the region.

Desirable 

• Demonstrable understanding of the social model of disability and clarity about the contribution of information and advice to achieving social change.