1.       Proactively engage bereaved families with the support service, respond to bereavement support enquiries and ensure anyone seeking advice and support on bereavement is given a high-quality service in a timely way.

·         To be the primary contact for the bereavement support services.

·         To cover and answer the bereavement support helpline and online enquiries responding within the set guidelines and KPIs for the department.

·         Proactively engaging with bereaved families through social media and other online platforms.

·         Ensure any safeguarding concerns are actioned in accordance with the organisations Safeguarding policy

·         Send materials to bereaved contacts, including bereavement packs and follow up cards,  and ensure all paperwork and databases are updated with each contact in line with the department guidelines, including Raiser’s Edge, Excel databases.

·         Ensure any messages on Bereavement Support FB Group are monitored and advice is given via befrienders where appropriate.

·         To arrange face to face events for bereaved families including family days and memorial events to an agreed programme.

·         Work with Comms Team around social media bereavement support posts.

2.       Respond to all enquiries regarding the Care of the Next Infant (CONI) programme.

·         Respond to CONI enquiries from families and professionals and pass referrals to the CONI team in a timely way.

·         Update the CONI spreadsheet on enquiries progress and outcome.

·         Ensure families are kept up to date on progress.

·         Ensure families are aware of alternative support when CONI isn’t available.

3.       Support the information services of the department

·         Cover and answer the information services including helpline and online safer sleep enquiries responding within the set guidelines and KPIs for the department

·         Keep up to date with the latest advice on reducing the chance of SIDS

4.       Ensure the Befriender programme is administered well and records are kept up to date

·         Support Befrienders in their work by maintaining regular contact and support

·         Keep Befriender records up to date

·         Allocate Befrienders when required, ensuring there is an even spread of work between the befrienders

·         To collate, finalise and send out the Befriender newsletter on a monthly basis in conjunction with other members of the Team

·         Help with the organisation, administration of the Befriender Conference and other events.

·         Support the administration and preparation of Befriender Training, attend and participate  when required and assist with the new befriender digital documents.

5.       Ensure the bereavement support services are promoted to bereaved families and professionals working with bereaved families

·         Assist with the setting up and facilitation of Bereaved Families’ Panel

·         Keep up to date with the bereavement support world including joining National Bereavement Alliance, Child Bereavement Network and research around grief and bereavement.

·         Attend events as required to represent the Lullaby Trust’s bereavement support services

6.       Ensure the records and services of the department are kept up to date

·         Ensure bereaved contacts are added and updated on Excel and Raiser’s Edge

·         Maintain ongoing knowledge and training on the Lullaby Trust’s advice and the scientific knowledge behind this advice

·         Collate statistics, as required on areas of work within the support services team.

·         Assist with the services’ evaluation and impact processes including self-evaluation feedback.

·         Provide other administrative support to the team as required.

Other:

·         Attend and participate with External Supervision sessions.