ME Connect Officer

ME Connect is the charity’s flagship service providing personalised support and relevant information when its needed most. In 2023, we dealt with an average of 140 emails, 60 social media messages, and 190 helpline calls each month; which made it the busiest year on record. To help us be even more effective at meeting a growing demand, we are seeking a new officer to join a dedicated and experienced team.

The role

• Basic salary: £14,560 per annum (FTE £25,480).
• Holiday: 25 days per annum (pro-rata).
• You will be able to work 4 hours each day, 20 hours per week, and have a flexible approach to the kind of work you might be doing on any given day.
• This is a home-based/remote working opportunity, subject to a 3-month probationary period.
• You will play a key role in ME Connect and provide high quality support and information to people with ME/CFS and Long Covid, their carers and healthcare professionals via email, social media, and on the helpline.
• You will deputise for the ME Connect manager as required (holiday/illness absence) covering rota management and support of volunteers.
• You may need to occasionally cover helpline shifts in the evenings or at weekends in which case time of in lieu during the week will be granted.
• Full training will be provided, and you will be part of a dedicated and experienced team.
• ME Connect is a proud member of the Helplines Partnership.

We welcome applications from anyone with the skills necessary to meet this exciting and rewarding opportunity.
The closing date for applications is Friday 26 April at 5pm. Please read on to learn more…

Key responsibilities

Email and social media support

• Email and social media support is currently available each weekday.
• Respond to emails and messages from people with ME/CFS/Long Covid, their carers/families and healthcare professionals providing empathetic support and understanding and appropriate information/signposting.
• You will be working alongside the Communications Team and with a small team of volunteers and will report to the ME Connect Manager.
• You will aim to respond to emails and messages within 48 hours of receipt and full training will be provided.
• You will refer complex enquiries to the Head of Communications.

Telephone support

• The helpline is available 6 hours a day, 365 days every year.
• You will provide cover for shifts as required (volunteer illness/holidays) and this may include occasional weekend work.
• You will receive calls regarding a variety of challenges and issues relating to ME and PVFS/Long Covid.
• You will provide emotional support and information/signposting to callers based on the MEA literature and carefully compiled signposting list.
• You will complete log sheets of all calls taken and submit them to the ME Connect Manager.

Deputise for ME Connect Manager

• Provide cover for the ME Connect Manager when required (holiday/illness).
• Oversee the rota ensuring all shifts are covered.
• Support volunteers as needed.

Skills required

• Excellent communication skills – written and verbal.
• Understanding of counselling skills including effective listening and providing support and information without giving advice.
• Confident using Microsoft Office including Teams.
• Ability to work independently whilst also keeping in close contact with the ME Connect team.
• Confident but compassionate phone manner.
• Willingness to work flexible hours where necessary, including occasional evenings and weekends to cover helpline duties.
• Knowledge of data protection requirements and handling sensitive information.
• A landline phone is necessary to access the helpline.

Person specification

• Empathetic and compassionate.
• Clear and confident communicator.
• An understanding of ME, PVFS/Long Covid would be helpful but a willingness to learn about these conditions is essential.
• Experience of working in a support role.
• Reliable and well organised.
• Adaptable and positive approach.

How to apply

• Please explain in no more than 200 words why you are the best person for this role and enclose a summary CV.
• If you are currently employed, please tell us how much notice you will need to give.
• Send your application via email to: Katharine.Leat@meassociation.org.uk

We look forward to hearing from you and wish you the best of luck!  

Deadline for applications: Friday 26 April 2024 at 5pm

Shortlisted candidate interviews will take as soon as possible thereafter

The ME Association is committed to a policy of equal opportunities for all whatever their gender, ethnicity, age, or other attribute, and encourage all to apply