Reports to: Business Manager

Location: Majority of duties are office-based, with occasional community outreach and required travel to venues, sessions, and events across South Essex.

Hours of work: 10 am -2.30 pm
Monday, Tuesday & Thursday
1/2 hour lunch unpaid
 Hours: 12 hours per week
Contract type: Fixed Contract 52 Weeks
 Salary / Rate: FTE  £24,570 pro-rata

·       20 days annual leave (pro-rata) + bank holidays

·       Pension eligibility (in line with STRM policy)

·       Mileage reimbursement for authorised travel

·       Paid training & learning sessions

·       Carer-friendly flexibility

·       Access to Work support (equipment or adjustments where applicable)

·       Discounted carers’ breaks

·       Team-building sessions and peer support

·       Discount schemes for charity workers

 About STRM

SEND the Right Message (STRM) is a “by parents, for parents” registered charity.
We aim to improve the lives of families across Southend, Castle Point, Rochford, and Essex where a child or young person (aged 0–25) has, or may have, special educational needs and/or disabilities (SEND).

Our vision is for parent carers, children, and young people with SEND to fulfil their potential — enabling families to live happier, healthier, longer lives. We are a neuro-affirming, family-led organisation guided by our GUIDE.

We are committed to maintaining a culture of inclusion, transparency, and trust where safeguarding, equality, and lived experience are at the heart of all we do.

| G – Growth | Championing radical resilience and confidence in families and communities.
U – Understanding | Listening with kindness, empathy, and compassion.
| I – Integrity | Acting with honesty, authenticity, and transparency — building trust in all we do.
| D – Diversity | Valuing difference, welcoming everyone, and celebrating uniqueness.
| E – Encouragement | Creating safe, nurturing spaces where families feel supported to thrive.

Provide clear, practical onboarding and early intervention support to families of neurodivergent and disabled children. The role focuses on administration, managing communications as the first point of help, processing family support referrals, coordinating registrations, and signposting families into the correct support sessions and events. 

You will ensure families receive timely, accurate information and understand how to access STRM’s full range of support as well as relevant statutory services, reducing anxiety and worry for families navigating the SEND system. This role requires excellent organisation, strong interpersonal skills, confident communication, and the ability to maintain professionalism, confidentiality, and kindness at all times.

Monitor the STRM inbox daily as the first point of contact, respond promptly, pass messages to the right staff, and keep communication clear, calm, and supportive.

Maintain accurate CRM and booking records, keep resources stocked, and support general admin to ensure smooth operations of the Family Support Team.

Membership Duties
Welcome new families each month, register new families each month, provide clear information about STRM support and events, complete the onboarding registration process, and prepare tasks and materials for volunteers or staff to complete.  To ensure all registration data is accurately maintained in the CRM, with particular attention to data-sharing permissions.

Process family support referrals, help families identify key concerns with clear next steps, signpost to STRM and external support, and reduce stress and delays in accessing help.

Signpost families to appropriate sessions, support staff and volunteers with delivery, welcome attendees, and help sessions and events run smoothly and inclusively. 

Communication, Safeguarding & Compliance
Communicate sensitively and professionally, follow safeguarding and GDPR, work collaboratively, and help maintain a calm, family-friendly environment.

Uphold safeguarding, equality, and policy requirements, ensure work meets legal standards, and contribute to safe, ethical practice. 

Monitoring & Reporting

Help gather and interpret data, assist with evaluations, and contribute to monthly impact reporting

 
Essential Skills & Experience

·    Excellent organisational and administrative skills, with strong attention to detail.

·       Ability to prioritise workload, manage multiple tasks, and meet deadlines.

·       Able to work independently, using initiative, good judgement, and problem-solving skills.

·       Experience using digital tools, email platforms, and CRM systems (or willingness to learn quickly).

·       Understanding of the challenges faced by families of neurodivergent and disabled children, and the ability to provide sensitive, appropriate support.

·       Trauma-informed approach with excellent active listening skills.

·       Highly organised, adaptable, and flexible, able to manage changing priorities.

·       Excellent interpersonal skills, with empathy, discretion, and a supportive communication style.

·       Ability to communicate in ways that support connection and understanding, using different methods when needed.

·       Ability to maintain confidentiality and follow safeguarding, GDPR, and data-handling procedures.

·       Team player, able to collaborate effectively with colleagues and volunteers.

·       Proactive, reliable, and professional in approach and behaviour.

·       Commitment to STRM’s GUIDE Values and inclusive safeguarding culture.

STRM invests in its people. All staff complete mandatory safeguarding, data protection and equality training, with access to learning and reflection sessions for personal growth, reflective practice, and professional development aligned with our GUIDE Values.

STRM – SEND the Right Message Charity is committed to safeguarding and promoting the welfare of children, young people, adults at risk, and families.


Safer recruitment is a vital part of this commitment, and all trustees, staff, and volunteers are expected to share this responsibility and uphold our GUIDE Values in every role.

All appointments are subject to appropriate checks, including references and an Enhanced DBS, in line with STRM’s Safeguarding and Safer Recruitment Policies.