Family Hub Administrator

As a Family Hub Administrator you'll thrive on working in a multi-disciplinary team, being at the forefront of our new Family Hubs. You'll be the first point of contact for families and professionals, offering a friendly, helpful and engaging service. This is an exciting time for Early Help Services as we deliver our new Family Hubs across the City and you could be a part of this new and exciting innovation!, As our next Family Hub Administrator you'll be involved in the development of Family Hubs which seek to ensure that families get the right support, from the right service, at the right time. You will be forward facing, ensuring that families are responded to in a timely way and will be the first point of contact for many. Hub administrators will directly support front line early help services that will reduce the need for statutory interventions. This includes managing incoming email queries and referrals, meeting with people face to face, answering telephone queries and undertaking general administrative duties such as supporting with Mosaic (Social Care recording system), processing financial requests and co-ordinating meetings/room bookings and providing an exemplary customer service. Where appropriate, post holders will contribute to the Council's health and safety obligations by ensuring visitors are aware of relevant processes and policies and by taking on duties such as Fire Warden for the building in which they are based. They will also play a vital role in data collection to ensure the Hub teams are able to evidence impact and outcomes required for the Supporting Families Programme funding. The role is integral to our Early Help Service and Family Hubs will include family support workers, social workers, the police and coordinators from voluntary sector organisations such as Behind Closed Doors (Domestic Abuse), Touchstone (Mental Health), and Substance Use (Forward Leeds) and SEND coordinators., Panel Administration - This role provide administration support to statutory decision making panels/meetings and is fundamental in supporting Children & Families with their statutory child safeguarding and protection responsibilities. By providing administrative support you will find this is a rewarding role if you have an interest in supporting professionals to help some of our most vulnerable families. You would be required to deal with sensitive and confidential information professionally and in accordance with strict deadlines and information governance requirements. You will be required to answer and refer incoming calls and therefore will need to speak directly to families, professionals and partners. You will provide administrative support to these panels by preparing the meetings, minuting the meetings and sending out the actions and provide support to families, professionals and partners. You will have access to emotive and difficult information therefore it is important that you understand and appreciate the nature of this role, and your own emotional resilience if you are successful in the recruitment process. Area Social Work Teams - This role is providing administrative support to the Children's Social Work Management teams with complex meetings, which are fundamental in supporting Children & Families with their statutory child safeguarding and protection responsibilities. By providing general administrative support you will find this is a rewarding role if you have an interest in supporting professionals to help some of our most vulnerable families. You would be required to deal with sensitive and confidential information professionally and in accordance with strict deadlines and information governance requirements. You will provide administrative support to these meetings by scheduling multi agency meetings, minuting the meetings and sending out the actions, you will also be available to undertake other meetings across areas of panel administration. You will have access to emotive and difficult information therefore it is important that you understand and appreciate the nature of this role, and the emotional resilience required. These roles are office based. Duty & Advice / Domestic Violence Front Door - This role involves providing high-quality front-line telephone advice and other administration related support to customers contacting the Children & Families Duty and Advice Team. You will ensure a responsive, professional and caring service is provided to customers and appropriate safeguarding referrals are made to the Social Work Duty and Advice Team. You will work closely alongside Social work colleagues including Social Workers, Team Managers and Service Delivery Managers to ensure this critical service runs smoothly. This is a highly sensitive safeguarding support role where you will be required to comply with information governance practices and deal with emotionally sensitive telephone referrals. You would be required to maintain a good knowledge of customer issues, processes and related services to enable you to deal with and resolve customer enquiries without assistance, and to direct customers to the correct contact point in complex cases. You will also support with MARAC/DRAM administration arrangements which deals with cases of high-risk domestic violence. Youth - This role is working in the Business Administration service supporting the Youth Offer, which is responsible for providing youth work and supporting young people across Leeds. You will work as part of a team to fulfil purchase orders, maintain financial spreadsheets, and administer important processes such as volunteering and commissioned youth work. The work uses finance suites such as FMS and Lloyds. You will be able to communicate clearly and effectively as you will be responsible for corresponding to queries through our busy inbox and phone line. Adults - Home First Programme - This role is integral in supporting health and social care system flow in Leeds. Working as part of a multi-disciplinary team, you will support the service to identify longer term packages of support for customers and assist the process of transition from an intermediate, recovery focussed service. Family Hubs - Hub administrators will directly support front line early help services that will reduce the need for statutory interventions. This includes managing incoming email queries and referrals, meeting with people face to face, answering telephone queries and undertaking general administrative duties such as supporting with Mosaic, processing financial requests and co-ordinating meetings/room bookings and providing an exemplary customer service. Where appropriate, post holders will contribute to the Council's health and safety obligations by ensuring visitors are aware of relevant processes and policies and by taking on duties such as Fire Warden for the building in which they are based. They will also play a vital role in data collection to ensure the Hub teams are able to evidence impact and outcomes required for the Supporting Families Programme funding.,

• Work with high levels of accuracy for tasks such as checking documents and recording numerical and alphabetical information.
• Identify problems and areas for improvement and offer solutions.
• Support staff and develop new team members.
• Use initiative and judgement where appropriate, providing outcomes and solutions for customers from a range of options.
• Work on your own, manage your own workload and use your initiative to adhere to time scales and deadlines.
• Carry out a range of administrative duties.
• Collate data and use it to produce reports.
• Understand legal business, financial, audit, confidential and operational requirements of the service, and the impact on its day-to-day work.
• Maintain effective relationships with other Leeds City Council staff, Elected Members, members of the public and other partnership organisations as appropriate.
• Work flexibly moving within service areas, working at different locations depending on service demand
• Flexible and adaptable to change to assist other services as required commensurate to grade
• Participate in appraisal, training and development activities as necessary to ensure up to date knowledge and skills
• Improve own practice through observation, evaluation, discussion with colleagues and development programmes.
• Work collaboratively with colleagues, knowing when to seek help and advice.
• Contribute to the overall ethos, work, and aims of the service by attending relevant meetings, training days/events as requested.
• Be aware of and comply with Leeds City Council policies and procedures e.g. child protection, health, safety and security, confidentiality and data protection, reporting all concerns to an appropriate person
• Be aware of and support difference and ensure equality for all working in an anti-discriminatory manner, upholding and promoting the values, standards and equal opportunities of Leeds City Council.
• Recognise and appropriately challenge any incidents of racism, bullying, harassment or victimisation and any form of abuse of equal opportunities, ensuring compliance with relevant policies and procedures.
• The Council has adopted a flexibility protocol and this role will be expected to work within these parameters.
• The duties outlined are not meant as an exhaustive list and will also comprise any other duties within the spirit of the post commensurate with the job evaluation outcome for this post.
  
  As a Family Hub Administrator you will bring to the role:
• Well-developed interpersonal and communication skills with a wide range of people including face-to-face, telephone and written communication skills. Including the processes for dealing with varied information with a range of audiences.
• Knowledge of the applications, systems and IT programmes utilised by the service and an ability to accurately record and retrieve information. Training will be provided.
• An ability to work on your own and use your initiative to adhere to timescales and deadlines.
• Experience and understanding of the importance of providing excellent customer services
• An ability to deal positively with challenging situations., Qualifications: Qualifications demonstrating ability in numeracy and literacy or equivalent knowledge, Well-developed interpersonal and communication skills with a wide range of people including face-to-face, telephone and written communication skills. Including the processes for dealing with varied information with a range of audiences.
• Able to work with, and within, multiple teams of staff and contribute to its development with suggestions for new ways of working
Knowledge Required
• Knowledge of the applications, systems and IT programmes utilised by the service and being able to accurately record and retrieve information.
Experience Required
• Of working on your own and using your initiative to adhere to timescales and deadlines.
• Experience and understanding of the importance of providing excellent customer services
• Of dealing positively with challenging situations.
Behavioural & other Characteristics required
• Committed to continuous improvement.
• Able to understand and observe Leeds City Council Equality and Diversity Policies.
• Carry out all duties having regard to an employee's responsibility under Health & Safety Policies.
• Willingness to actively participate in training and development activities to ensure up to date knowledge, skills and continuous professional development
• Understand and embrace our values, behaviours and codes of conduct.
DESIRABLE REQUIREMENTS: It is desirable that the Candidate should be able to demonstrate the following criteria for the post within the context of the specific role duties and responsibilities: Candidates are not required to meet all the Desirable requirements however these may be used to distinguish between acceptable candidates.

Leeds City Council is one of the largest employers in the region with over 14,000 employees. We seek to recruit and develop talented individuals who embody our council values and ambitions.


• a competitive salary and annual leave entitlement plus statutory holidays
• membership of the West Yorkshire Pension Fund with generous employer contributions
• flexible and hybrid working arrangements subject to service requirements
• a clear career pathway and continuing professional development opportunities
• a range of staff benefits to help you boost your wellbeing and make your money go further