Reports to: Business Manager

Location: Hybrid working pattern: a blend of community outreach, office-based duties, with required travel to venues, sessions, and events across South Essex.

Hours of work:
Tuesday 9 am - 2.30 pm
Thursday 9 am-2.30 pm
1/2 Unpaid Lunch
Hours: 10 hours per week
 Contract type: Fixed Contract 52 Weeks
 Salary / Rate: £24,570 FTE (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

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.

The SEND Family Support & Services Lead plays a key role in delivering STRM’s mission to empower families of children and young people with special educational needs and disabilities (SEND). The postholder will coordinate, organise, and lead family support services, ensuring high-quality, compassionate, and accessible support across STRM’s programmes. 

They will oversee SEND support sessions throughout the full delivery cycle, maintain strong relationships with families, and ensure safe, ethical practice through accurate records, safeguarding awareness, and a trauma-informed approach.

This role requires excellent organisation, strong interpersonal skills, confident communication, and the ability to maintain professionalism, confidentiality, and kindness at all times.

Main Duties and Responsibilities

Attend & lead our SEND family support sessions so families feel welcomed, supported, and guided in line with STRM’s values.

Administration, Scheduling & Record-Keeping
• Schedule and organise SEND support sessions, managing logistics and resources.
• Manage bookings and communications through STRM’s booking system.
• Keep the CRM updated with family details, attendance, notes, and follow-up actions.
• Complete administrative tasks that support service delivery.
• Prepare and maintain clear, high-quality session resources and documents.
• Prepare, work with, and support Family Support Worker and any additional volunteers for tasks and events.
• Maintain accurate, confidential records in line with GDPR and safeguarding requirements.

Compliance, Safeguarding & Equality
Uphold STRM’s safeguarding, equality, and legal standards, ensuring safe, ethical, and inclusive practice in all areas of work.

Communication & Teamwork

Communicate in a clear, kind, and flexible way, working collaboratively with the STRM team and independently when required.
Work effectively and collaborate with other members of staff and trustees where necessary.

Monitoring & Reporting

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

·         Minimum 2 years’ experience in an Administrator, Family Support, or similar role.

·         Strong understanding of confidentiality, GDPR, safeguarding, and equality frameworks.

·         Proficient in MS Office (Word, Excel, Outlook).

·         Trauma-informed approach with excellent active listening skills.

·         Highly organised, adaptable, and flexible with the ability to manage changing priorities.

·         Excellent interpersonal skills with empathy, discretion, and clear, compassionate communication.

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

·         Commitment to STRM’s GUIDE Values and inclusive safeguarding culture.
* Team player, able to collaborate effectively with colleagues and volunteers.

·         Strong organisation and time management skills.

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.

 Additional Information