About the role
The Community Support Worker will play a key role in coordinating our first point of contact volunteer team and initiatives that support community members facing multiple and complex needs. Leading a team of volunteers, they will manage community enquiries through our helpline, digital channels, and in person at our Welcome Area, ensuring that IRMO remains a warm and accessible space for all. They will work closely with other teams to provide service users with accurate, up-to-date information and referrals, as well as support the delivery of our advice services. They will also play a key role in the delivery of the Community Support and Access to Health initiatives by planning, organising and delivering one-to-one support, outreach activities and workshops.
Key responsibilities
Community Support
* Serve as a key point of contact for community members, managing enquiries and referring to relevant IRMO services or external providers as needed
* Maintain up-to-date knowledge of external resources and services available to the community.
* Create appropriate guidance and referral patterns to external agencies.
* Liaise with external partners and service providers to strengthen support networks.
* Ensuring the Welcome Area is tidy, well-organised and maintains a warm and inviting atmosphere in line with IRMO s values.
* Guarantee a welcoming environment, greeting and assisting Spanish- and Portuguese-speaking service users and supporting the community with interpreting efforts when appropriate
* Offer community members accurate and relevant information on social and community services.
* Engage with marginalised community members and conduct outreach in key community spaces.
* Make sure individuals with multiple complex needs can access appropriate support.
* Ensure safeguarding practices are implemented across the organisation for vulnerable adults.
* Actively contribute to the planning, organising and delivery of our area s events and workshops, including outreach sessions.
* Collaborate with internal teams to align community support efforts.
* Organise and manage drop-in sessions, including initial screenings, managing the waiting list, and keeping users informed.
* Provide up-to-date and accurate information on health and wellbeing topics relevant to the Latin American community.
* Assist and advocate for community members facing barriers in accessing healthcare.
* Collaborate with GP practices, healthcare service providers and relevant organisations to address access barriers and propose solutions.
* Work collaboratively with our Advice team to support effective service delivery.
* Represent IRMO in meetings, conferences, and events related to community engagement, promoting our services among key stakeholders.
* Maintain accurate and timely records of service users and project activities using IRMO s monitoring tools and database (Views).
* Provide interpreting support for community members during workshops, focus groups, and other activities.
* Organise and facilitate activities to gather community input on strategic and operational decisions.
* Record user feedback and complaints.
Communications
* Respond promptly and professionally to phone calls, emails, WhatsApp messages, and other social media enquiries.
* Create and update communications about IRMO s services, activities, and events in Spanish and Portuguese.
* Manage WhatsApp broadcast lists and channels in Spanish and Portuguese.
* Collaborate with IRMO s Operations Team to create, translate, and share informative resources (e.g., handouts, guides, campaign materials).
* Keep office notice boards updated.
Office Administration
* Handle general correspondence (paper and electronic), ensuring timely circulation to relevant staff and volunteers.
* Work with the Operations team and line manager to support day-to-day operations.
* Assist with additional administrative tasks as required.
Volunteer Management
* Lead the recruitment and induction of Community Support volunteers.
* Supervise and support volunteers, including induction, training, communication, and rota management.
Key Duties & Responsibilities may evolve to meet the changing needs of the organisation and community, requiring flexibility and openness to additional duties as directed by the line manager.
Person specification
E = Essential - D = Desirable
Qualifications, Experience & Knowledge
* At least one year of experience in a similar role (E)
* Experience working or volunteering in the not-for-profit sector (D)
* Experience in managing and motivating volunteers (D)
* Understanding of issues facing the Latin American community in the UK (E)
* Understanding of safeguarding and child protection practices (E)
Skills & Abilities
* Excellent verbal and written communication skills in English and Spanish (E)
* Good verbal and written communication skills in Portuguese (D)
* Ability to communicate in an effective and accessible way with a diverse range of individuals and organisations (E)
* Ability to build effective working relationships with statutory organisations, partners and other relevant stakeholders (E)
* Ability to work with service users in a way that promotes their rights and dignity, while being aware of relevant boundaries (E)
* Ability to interact with service users from all backgrounds in a friendly, approachable and supportive way (E)
* Excellent organisational skills and attention to detail (E)
* Ability to manage own time and workload effectively (E)
* Ability to work independently and as part of a team (E)
* Excellent IT skills, including proficiency in Google Workspace applications, Microsoft applications, online video conferencing tools, as well as use of social media and databases (E)
Personal Attributes
* Professional, positive and flexible attitude (E)
* Self-motivated and resourceful (E)
* Commitment to the principles of equality, diversity and inclusion (E)
* Commitment to IRMO's vision, mission and values (E)
Other requirements
* Willingness to work occasional evenings and weekends as required (E)