Wednesday 7th April 2021

Recruiting - Information and Support Assistant


Post: Information and Support Assistant -5 days a week Monday-Friday. 30 hours +

Salary: starting at £17,550/pro-rata if part-time hours

Responsible to: Senior staff and Trustees

Responsible for: Providing the initial point of contact with the Charity and coordinating support among other duties

Location: PSS HQ, 19G Normandy Way, Bodmin, PL31 1RB. NB. This is an office-based role in our covid-secure office. Homeworking will only be applicable in cases of self-isolation for the duration of government required isolation.

The successful applicant will have a 3-6 month probationary period and be offered an initial one year contract

For Application Form Click Here



Job description

Due to the growth of the charity and newly secured funding, we are looking to recruit an Information and Support Assistant. Working alongside Senior Staff the Information and Support Assistant will be a key point of contact for people contacting the charity for information about nausea and vomiting in pregnancy (NVP) and hyperemesis gravidarum (HG), or seeking support from the charity’s volunteer network. It is the role of the Information and Support Assistant is to deal with requests for information, speak to sufferers, provide them with immediate support and validation and match them with volunteers for ongoing support, as appropriate. The role involves providing medical information in a lay format and requires the ability to understand complex research findings and explain it to others, however, full training will be provided. 

This diverse role will also include working within a dynamic team and assisting with event planning, such as volunteer conferences and fundraising event, social media management, media engagement, public relations and website management.

Key Result Areas

Making contact with sufferers via phone, email and webchat, providing information and immediate support, assessing their needs and matching with suitable volunteers.

Assisting with organising the volunteer conferences and social events

Overseeing social media content

Promoting the work of the charity and the support network

Support the Trustees and Senior Staff to develop and deliver high quality projects as required


The key duties and responsibilities


Support Network

  • To be one of the main points of contact for sufferers of NVP or HG who contact the charity for information and/or to enquire about support. This can be via a number of routes including emails, via the helpline, online chat function, WhatsApp and referrals from the forum or through social media.
  • To respond promptly to requests for information and support in a timely, professional, and compassionate manner, emphasising the validity of their condition and providing an empathetic ear.
  • To provide appropriate evidenced-based information regarding treatments, services and self-help techniques as required and within the scope of training and refer appropriately to other PSS team members as required.
  • To ensure appropriate registration of sufferers and to assess their individual needs in relation to support from the network.
  • To match sufferers with volunteers appropriately, ensuring adequate and timely support is provided, dealing with any problems that arise and resolving any concerns or complaints.


Other duties

  • To assist in organising volunteer events such as conference, social events, and fundraising events
  • To work with the Senior Staff to produce creative and innovative social media plans using best practice guidelines.
  • To ensuring social media plan is followed and organisational voice and branding is maintained to a high standard.
  • Work creatively and imaginatively to realise the objectives of PSS.
  • Support the Board of Trustees and Charity Manager to develop and deliver high quality projects as required


Organisational Responsibilities

  • Support and maintain organisational reputation and presence in all mediums
  • Carry out administrative duties in connection with the post
  • Contribute to the overall achievement of PSS’s aims and objectives
  • Provide a supportive working environment to all staff and volunteers
  • Ensure the values of PSS are upheld.
  • Attend regular supervision, staff and team meetings as requested
  • To participate in networking activity at local and national level.
  • To contribute to reports.
  • Undertake any other appropriate duties as determined by the Senior Staff and Board of Trustees
  • Carry out duties in accordance with PSS's policies and procedures, including Health and Safety, Confidentiality, Equal Opportunities, Data Protection etc.

In addition, the Employer may require you to undertake any other reasonable duties that the Employer may discuss with you from time to time.

You will be required to keep the Employer informed on a monthly basis of the network activities, progress and other relevant information.





Experience and Qualifications



Educated to degree level or equivalent. Ideally in the following subjects: Healthcare; social care; community development/education; human resource management


Counselling or psychotherapy qualification or training or IAG qualification


Experience of offering support to an individual, group or organisation with a focus on social disadvantage or a demonstratable awareness of discrimination issues and how they impact individuals and society


An awareness of and sensitivity to the needs of volunteers and women experiencing NVP and HG


Computer literate (knowledge of word processing, database, spreadsheet and internet systems), ideally with a qualification


Experience of record keeping and report writing


Knowledge and understanding of legislation and models of best practice applicable to working with volunteers


Experience leading and developing services, projects or teams


Experience of service (or project or team) monitoring and evaluation


Full driving license with own transport (occasional national travel is required)



Skills and Abilities



Strong verbal telephone manner and verbal confidence


Ability to cope under pressure and with highly emotional cases


To be caring and non-judgemental


If a survivor of hyperemesis gravidarum to have healed physically and mentally from the condition and recovered from any trauma the condition caused


Excellent verbal and written communication skills


Ability to work on own initiative and manage and prioritise your own work load and the need of the sufferers and volunteers


To be reliable, punctual and trustworthy


Good numeric and accuracy skills and ability to maintain and monitor budgets


Able to travel throughout the UK on occasion


Ability to develop new initiatives and to respond to the changing needs of the organisation and its volunteers


To be able to work flexible hours including evenings and weekends on occasion to meet the needs of sufferers, volunteers and for trustee meetings