Family Support Connector

Edinburgh

Full-time

Permanent employee

25,155 - 30,083 £ per year

The Role

Job Title: Family Support Connector
Reference number: CF26-55
Division: Children and Family Services
Location: Edinburgh
Salary: Band B6, £25,155 - £30,083 per annum
Post Type: Permanent, full-time
Closing Date: 11 October 2026
Interview Date: Week Commencing 19 October 2026

Children First Support Line

Could you play a vital role within our national Support Line, helping deliver Scotland's mission to eradicate child poverty?

Join Children First and be part of a once in a generation transformation in how families access help to alleviate crisis, prevent harm and build long-term stability to break the cycle of child poverty. Funded by the Scottish Government, we are doubling the size of our Support Line with the aim of supporting 7,500 more families across Scotland in the first year.

We've been preventing harm, supporting recovery and driving change since 1884 and our ambitious plans for the Support Line build on our experience of delivering cash-first, short, medium and long-term holistic support to families living in, or at risk of, poverty.
This is an exciting opportunity to join our growing multidisciplinary team and help ensure every family in Scotland has somewhere to turn when they need help.

About the Role
As a Support Line Triage Call Taker, you will be the first point of contact for children, young people, families, kinship carers and professionals seeking support from Children First.
Through telephone, webchat, email and outbound contact, you will provide a warm, compassionate and professional response, helping people feel heard, understood and supported from the moment they reach out.

Using skilled listening, effective questioning and sound judgement, you will gather information, assess needs and risks and connect people to the most appropriate support. You will play a key role in ensuring timely access to Children First services, including family support, money and debt advice, welfare rights support, energy support, kinship care advice and advocacy services, while helping families access wider community resources and partner support.
Working in a fast-paced contact centre environment, you will contribute to a service that strengthens families, reduces the impact of poverty and keeps children's safety, wellbeing and rights at the centre of everything we do.

What You'll Be Doing

Supporting Children and Families

Providing a compassionate, professional and welcoming first response to families and professionals contacting the Support Line.
Creating a safe environment where people feel listened to, respected and understood.
Using effective questioning and assessment skills to understand individual circumstances, strengths and support needs.
Undertaking initial assessments of need, vulnerability and risk.
Identifying safeguarding concerns and taking appropriate action in line with Children First policies and procedures.
Supporting children, families and carers to access the right help at the right time.

Information, Advice and Support

Providing information, guidance and reassurance to families facing a range of challenges.
Completing warm introductions and referrals to specialist Children First services.
Supporting families to access emotional, practical and financial support.
Helping families experiencing poverty, financial hardship, housing difficulties or social isolation connect with relevant services and resources.
Processing applications for emergency supports including food and fuel assistance where appropriate.

Contact Centre Operations

Managing inbound and outbound calls, emails and webchats efficiently and professionally.
Supporting appointment scheduling, follow-up activity and queue management.
Maintaining a positive experience for everyone using the service.
Identifying repeat contacts, emerging themes and unmet need to help improve service delivery.

Working Together

Developing positive working relationships with colleagues, volunteers and external partners.
Building knowledge of local and national services including housing, employability, financial wellbeing and community support.
Participating in supervision, reflective practice, training and team learning.
Contributing to service development and continuous improvement.

What We're Looking For
We're looking for someone who is passionate about supporting children and families and who can build trust quickly through empathy, compassion and kindness.
You may come from a contact centre, customer service, advice, support, housing, employability, health, social care or community-based background.
You'll bring:

Experience of speaking with people in a customer service, contact centre, helpline, advice or support role.
Experience of supporting people who may be distressed, worried or facing challenging circumstances.
Excellent communication and listening skills.
The ability to gather information sensitively and make informed decisions about next steps.
Confidence using digital systems and managing communications across multiple channels.
Strong organisational skills and the ability to manage competing priorities.
An understanding of the issues affecting children and families, including poverty, financial hardship and family wellbeing.
A commitment to safeguarding, children's rights and relational practice.
A willingness to learn and develop within a supportive and values-led organisation.

Our Values
Everything we do is guided by our values:
With Love
We put children first with compassion and kindness.
With Purpose
We work alongside families and partners to transform children's lives together.
With Strength
We do whatever it takes to protect Scotland's children.

What You'll Get From Us
At Children First, you'll be part of a values-led organisation committed to developing and supporting our people.
We offer:

40 days annual leave including public holidays.
Contributory pension scheme.
Flexible and hybrid working opportunities.
Wellbeing support and health benefits.
Blue Light Card discounts.
Learning, training and career development opportunities.
The opportunity to help shape an ambitious national service supporting thousands of families across Scotland.

Join Us
If you share our belief that every child in Scotland should grow up safe, loved and free from poverty and want to be part of a team that is transforming how families access support, we would love to hear from you.

Together, we can help alleviate crisis, prevent harm and build brighter futures for children and families across Scotland.

Please visit the following link to learn about our recruitment events to meet our team, hear about our plans and apply to work with us.
https://issuu.com/children_first/docs/children_first_support_line_recruitment_pack

Job Description

Role Summary

As a Support Line Triage Call Taker, you will be the first point of contact for children, young people, families, kinship carers, and professionals seeking support from Children First. Through telephone, webchat, email, and outbound contact, you will provide a warm, compassionate, and professional response, helping people feel heard, understood and supported from the moment they reach out.

Using skilled listening, effective questioning, and sound judgement, you will gather information, assess needs and risks, and connect people to the most appropriate support. You will play a key role in ensuring timely access to Children First services, including family support, money and debt advice, welfare rights, energy support, kinship care, and advocacy, while also helping families access wider community resources.

Working within a fast-paced contact centre environment, you will maintain accurate records, contribute to service quality and continuous improvement, and support Children First's commitment to keeping children's safety, wellbeing, and rights at the centre of everything we do. You will embody our values of With Love, With Purpose and With Strength, ensuring every contact leads to a positive and empowering experience.

Key Result Areas

Service Delivery and Triage

Respond to enquiries received via telephone, webchat, email, and other approved channels in a timely, professional, and compassionate manner.
Create a safe and welcoming environment where children, families and professionals feel listened to, respected, and supported.
Use skilled listening, questioning and assessment techniques to understand individual circumstances, identify strengths and needs, and determine appropriate support pathways.
Undertake initial assessments of wellbeing, vulnerability and risk, escalating concerns and safeguarding issues in line with organisational policies and procedures.
Provide immediate practical support where appropriate, including processing applications for food, fuel, or other emergency assistance.

Information, Advice, and Introductions

Deliver accurate information, reassurance and guidance to help individuals understand available support options.
Facilitate effective triage, warm introductions, and referrals to Children First specialist services and external support organisations.
Maintain up-to-date knowledge of Children First services and local and national support networks to ensure effective signposting and partnership working.
Support families experiencing poverty, financial hardship, housing difficulties, social isolation, and other challenges to access appropriate assistance.

Contact Centre Operations

Manage inbound and outbound contacts efficiently, contributing to service targets, response times, and positive service user experiences.
Support appointment booking, contact management, queue monitoring and follow-up activity as required.
Identify repeat contacts, emerging themes, and complex cases, escalating concerns appropriately and contributing to effective demand management.

Recording, Data and Quality Assurance

Maintain accurate, timely and meaningful records using Microsoft Dynamics 365 and Advice Pro.
Ensure all recording meets organisational standards, data protection requirements, and information governance procedures.
Contribute to quality assurance, monitoring, reporting, and service improvement activities, using data and feedback to enhance service delivery.

Partnership Working and Professional Practice

Work collaboratively with colleagues, volunteers, and partner agencies to coordinate support around children and families.
Participate in supervision, reflective practice, training, and team development activities.
Maintain and develop knowledge of safeguarding, children's rights, family support, financial wellbeing and relevant legislation, policy, and best practice.
Contribute to a culture of learning, continuous improvement, and relational practice across the service.

What We're Looking For

We are looking for someone who is passionate about helping children and families and who can create positive first experiences for everyone contacting Children First. The successful candidate will be naturally warm, approachable, and compassionate, able to build trust quickly with people who may be worried, distressed or facing significant challenges in their lives. They will be an excellent communicator who listens carefully, asks thoughtful questions, and helps people feel heard, understood and supported from the very first conversation.

They will be confident working in a fast-paced environment, balancing multiple contacts and priorities while remaining calm, organised, and professional. They will be able to gather information effectively, assess needs and make sound decisions about the most appropriate next steps, ensuring that individuals are connected to the right support at the right time. They will be comfortable using digital systems and managing communications across telephone, email, and webchat channels, while maintaining a high standard of accuracy and attention to detail.

We are looking for someone who understands the importance of putting children's safety, wellbeing, and rights at the centre of their practice. They will demonstrate empathy, compassion and kindness while treating every person with dignity, respect and without judgement. They will value diversity, champion inclusive and anti-discriminatory practice and recognise the strengths that children, families, and communities bring to overcoming challenges.

The successful candidate will be a collaborative team member who enjoys working with colleagues and partners to achieve positive outcomes for children and families. They will be committed to learning, reflective practice and continuous improvement and will be motivated by Children First's vision of ensuring every child in Scotland is safe, loved, and able to enjoy a happy childhood.

Evenings and Weekend work will be required on a rota basis.

Corporate Responsibility

Be committed and adhere to Children First vision, mission, and values.
Comply with Children First Safeguarding policies and procedures.
Comply with Children First Code of Conduct and any relevant professional standards relating to the role.
Actively consider the involvement of children, young people, and families with whom we work, in all areas of practice and to implement the Children First Participation Standards.
Actively consider the involvement of volunteers in all areas of our work and implementing the Children First Volunteer Development Policy.
Observe all health and safety requirements.
Work within and promote policies in relation to Diversity Equity and Inclusion and anti-discriminatory practices.
Undertake any other required duties as instructed by line manager or someone acting on their behalf, in addition to the role specific responsibilities detailed below.

Need to Have

Need to Show

Need to Know

Need to Be

Core Values

Experience speaking with people in customer service, contact Centre, helpline, advice, or support role.

Experience using computer systems to record information accurately and confidentially.

Excellent verbal and written communication skills, with the ability to communicate clearly, sensitively, and professionally with a wide range of people.

Strong listening skills and the ability to ask appropriate questions to understand needs and identify the most appropriate support.
Commitment to delivering high-quality customer service and creating positive experiences for children and families.
Willingness to learn and develop knowledge of Children First services, partner services, and referral pathways.
Commitment to Children First values of With Love, With Purpose and With Strength.

Ability to build trust and rapport quickly with children, families, carers, professionals, and colleagues.
Communicate with warmth, empathy, and professionalism, helping people feel heard, understood, and respected.
Remains calm, resilient, and professional when dealing with difficult, emotional, or high-volume contacts.
Records information accurately, objectively, and sensitively while maintaining confidentiality.
Identifies when families may benefit from specialist support and facilitate effective referrals and warm handovers.
Works effectively with colleagues, volunteers, and partner organisations to support positive outcomes for children and families.

Demonstrates curiosity, initiative, and a willingness to learn and develop new knowledge and skills.
Values diversity and demonstrates a commitment to equality, inclusion, and anti-discriminatory practice.

Demonstrates the Children First values of With Love, With Purpose and With Strength in everyday practice.

Awareness of safeguarding and child protection principles and the importance of keeping children safe.
Knowledge of the importance of confidentiality, data protection, and the safe handling of sensitive information.
Awareness of the challenges that may impact parents, carers and kinship carers and the support they may require.
Knowledge of customer service principles and the importance of providing a positive and supportive experience for everyone contacting the service.
Basic understanding of risk assessment and how to recognise when concerns may require further support or escalation.

Demonstrates compassion, empathy, and kindness in all interactions, helping children, families and colleagues feel valued, respected, and supported.
Treats everyone with dignity, respect and without judgement, recognising and valuing different experiences, backgrounds, and family circumstances.
Demonstrates integrity, professionalism, and accountability in their work and decision making.
Takes a positive, solution-focused approach and is motivated to help families access the support they need.
Demonstrates curiosity, openness, and a willingness to learn from others and develop professionally.
It is reflective in their practice and uses feedback to improve their performance and the experience of families accessing the service.
Adapts positively to change and embraces new ways of working, technology, and service improvements.

Demonstrates With Love by treating children, families, colleagues, and partners with compassion, kindness, empathy, and respect.
Creates welcoming and supportive experiences where people feel heard, valued, and understood.
With Purpose by working collaboratively to achieve positive outcomes for children and families.
Takes responsibility for providing high-quality support and ensuring people are connected to the right help at the right time.
With Strength by acting confidently and appropriately when concerns about a child's safety or wellbeing arise.

About us

Children First is Scotland’s national children’s charity. We stand up for every child because all children should have a safe childhood. We protect children from harm and support them to recover from trauma and abuse through our national and local services. We help children, their families and the people that care for them by offering emotional, practical, and financial support. We give children hope and a safer, brighter future. Our core values guide how each one of us works in our individual day to day job:

• With love, we put children first.
• With purpose, we transform children’s lives together.
• With strength, we do whatever it takes to protect Scotland’s children.

These values are reflected in everything we do. If you share our vision and values and would like to join our team then we would love to hear from you.