Family Support Officer

The Brompton Fountain supports children's heart and lung care at Guys and St Thomas NHS Foundation Trust encompassing Royal Brompton, Harefield, St Thomas , Evelina London Children s Hospital and their partner hospitals.
Based at Royal Brompton Hospital, we work with teams across all sites to ensure patients and their families receive specialised support and resources (whilst in hospital and at home), regardless of where the child is treated within the Trust
network.

The Family Support Officer plays a vital role in delivering compassionate, practical and emotional support to children, young people and families receiving care under the Guy s and St Thomas NHS Foundation Trust. Working closely with the Hospital Services Manager, the post-holder will help deliver high-quality charitable services, events and projects.

Key objectives of the job

• Work closely with the Hospital Services Manager to deliver core charity support, including but not limited to researching and distributing essential items, seasonal gifts and treats.

• Assist with the planning, preparation and delivery of events for children and families, varying in scale from one-to-one activities to large events.

• Obtaining and filing photo consent forms for any photography for promotional use.

• Assist with the delivery and development of services specifically for bereaved families, including annual events and support projects.

• Assist with the upkeep of parent communal areas, including stock levels and general maintenance.

• Order products as directed by Hospital Services Manager

• Accurately recording charitable output, to be used for reporting purposes.

• Arranging travel and accommodation for families as part of our support services.

• Contribute ideas to improve services and identify unmet needs among families.

Communication and representation

• Communication with parents and families during face to face, telephone, email and social media interactions.

• Act in accordance with safeguarding procedures, escalating concerns about the welfare of children or vulnerable adults to the Hospital Services Manager (or charity CEO as required)

• Assist with the creation of regular charity newsletters through copywriting.

• Act as an ambassador for the charity when attending events and activities.

Additional duties

• Ensure that up to date written records and activity data are maintained in accordance with professional and charity standards.

• Comply with Charity and Trust policies including, but not limited to, current child protection policy and guidance, confidentiality, and health and safety.

• Respect the individuality, values, cultural and religious diversity of patients and their families, and contribute to the provision of a service sensitive to these needs.

• Be vigilant and aware of all stock, merchandise and resources owned by the charity.

• Adhere to policies and guidelines regarding money handling, as set by the CEO (including the use of bank cards/petty cash).

• Any other duties as may be required by the Hospital Services Manager and CEO within the competencies and scope of the post.

• Participate in safeguarding training and mandatory Trust/charity training.

• Complete merchandise sales from charity office as and when necessary.

Person specification

Essential

• Experience of working or volunteering with children, young people and families.

• Proven ability to deliver high-quality support in a service-driven environment.

• Demonstrates empathy and compassion, with the ability to discuss complex topics such as health issues, additional needs, and bereavement with sensitivity.

• Ability to work effectively with hospital teams and willingness to support colleagues and contribute to a positive team culture.

• Calm under pressure.

• Strong organisational skills.

• Experience handling sensitive information appropriately.

• Personal drive, energy, integrity, adaptability and responsibility.

• Good IT skills, including competence in Microsoft Office products.

• Excellent personal and communication skills, including written and spoken English.

• Reliable and punctual

• High level of attention to detail.

• Excellent references will be required.

• Enhanced DBS check will be required.

Desirable

• Experience of working directly with children/families who have additional health needs.

• Experience of working or volunteering within a hospital.

• Experience of working within an office/admin setting.

• Knowledge of the NHS environment.

• Previous charity or third-sector experience.