Immediate Support Coordinator – West Mercia

Job title: Immediate Support Coordinator - Shropshire, Worcestershire and Herefordshire

Reports to: Immediate Support and Debrief Manager

Salary: Salary of £27,427 per annum

Location: Remote work with significant travel in the region

Hours: Fulltime, 37.5 hours a week

Post No: 2WISCFT1

Context of role:

2wish support anyone affected by the sudden and unexpected death of a child or young person aged 25 and under. We are an All-Wales and part England charity providing immediate casework support, as well as ongoing aftercare services including counselling, alternative therapies, play therapy, support groups, support events and a respite cottage.

The post holder will provide immediate and ongoing emotional and practical support to families affected by the sudden and unexpected death of their child or young adult.

Main duties:

Service:

* To initiate immediate support for a caseload of families whose children and young people aged 0-25 have died suddenly and unexpectedly across the region

* To contact all families within 24-48 hours of the referrals by telephone

* Complete an initial assessment of families' needs to identify and plan the support as required in line with safeguarding and risk reduction

* Offer emotional support and advice to a case load of families through home visits and ongoing weekly telephone calls

* To liaise with the Counselling Support and Outreach Coordinator, who is responsible for organising formal support such as counselling, complementary therapy or play therapy, subject to consent from the bereaved individual

* To work with hospital staff, GP’s, police officers, coroner offices, mental health teams and other healthcare professionals to raise awareness of and promote referrals into the charity

* To liaise with other professionals working alongside the family to provide a holistic and multi-agency approach to support

* Attend relevant forums within the area

* To deliver awareness training in hospitals and other healthcare settings, schools and workplaces on the use of the bereavement boxes, referring into the charity and bereavement awareness

* To monitor the use of the memory boxes and ensure families have been offered a memory box

* To work with hospital trusts to establish and maintain the upkeep of suitable bereavement suites for bereaved individuals to use as required

* Facilitate debriefs within professional settings following a traumatic or sudden death of a child or young person

* To submit monthly/quarterly/annual reports to Bereavement Services Manager as required

* To signpost and/or refer to other agencies as required that can provide support as needed

* Cover members of the support team for annual leave and/or sickness

General:

* To be responsible for organising own work agenda, time management and administration

* To show respect and sensitivity for the cultural and religious beliefs of families

* To undertake learning opportunities and seek them out for the team

* To adhere to all company policies and procedures including Safeguarding, Confidentiality, Health and Safety and Lone Working; and to be proactive in implementing new safe working practices as appropriate

* To attend weekend and evening community events in support of the charity as necessary

* Participate as and when required in team meetings and one-to-one meetings, and undertake, as appropriate, courses/training/other developmental activities, which is relevant to the role

* Contribute on the social media platforms maintained by 2wish

It is the nature of the work that tasks and responsibilities are in many circumstances unpredictable and varied. All employees are therefore expected to work in a flexible way and tasks, which are not specifically covered in their job description may have to be undertaken.

You will be subject to performance review, which will incorporate a review of the above duties and performance over the period.

This role is subject to a DBS check.

Person specification:

Experience

Experience of working in a health, social care or emergency setting

Experience of working with people in distress

Experience of working with vulnerable people, including families and/or children

Experience of managing a high case load with varying needs

Working within a multi-agency and legislative framework

Knowledge

Have a good understanding of bereavement and the effects of grief on bereaved individuals and their families

Have a good understanding of child and adult protection issues and how to respond to safeguard effectively

Understand the principles of risk assessment and risk management for bereaved individuals and their families

Understand and be committed to equal opportunities and diversity issues in policy and practice

Skills/Qualifications/Abilities

Hold a degree in relevant field, or demonstrate equivalent experience or a vocational qualification

Have strong crisis management skills and the ability to deal with stressful and difficult situations

Excellent interpersonal skills with families and ability to form compassionate relationships whilst maintaining professional boundaries

Ability to plan and organise workload, prioritising as appropriate; evidencing effective time management and crisis intervention skills

Personal qualities

Car driver with willingness to drive around region and county

Act with integrity and respect when working with all bereaved families, agencies and individuals

Show initiative and be proactive when managing your caseload Welsh speaker

Computer literate in Outlook, Teams, Word, Excel and PowerPoint

Salary: Salary of £27,427 per annum

Contract type: Permanent

Hours: Normal office hours are 9am - 5pm, although alternative hours may be worked with line manager agreement. Work outside office hours may sometimes be necessary and will be compensated for by time off in lieu.

Annual leave: 28 days plus bank holidays. Annual leave steadily increases after five years of service. Annual leave and statutory holidays are calculated on a pro rata basis where applicable.

Pension: 2wish operate a contributory pension scheme. 2wish will auto-enrol you into the scheme in accordance with it's auto-enrolment obligations. Full details of the scheme will be provided to you once you are enrolled, including the minimum level of contributions that you will be required to make during your membership (current contributions - employer 3% and employee 5%).

Mileage: A fixed rate allowance is payable for agreed mileage undertaken on 2wish business in a private vehicle, over and above your usual journey to your workplace/s.

Location: 2wish currently offers a form of hybrid working and this will continue for the foreseeable future. This post is home based with travel across the region you are covering.

Additional benefits for our employees:

An 'Employee Assistance Programme,' including wellbeing support

Free parking on 2wish premises

Free branded 2wish clothing

An extra annual leave day on your birthday

Incremental increase in holiday entitlement based on length of service

Paid sick leave

Discounts for personal purchases on 2wish Merchandise

Discounted tickets to UK 2wish events for staff and family

Extra holiday entitlement when taking part in 2wish overseas events

Company mobile phone for performance of duties

Tools/equipment required for the performance of duties

Reimbursement of work expenses

Bright Exchange employee discounts

Auto-enrolment into company contributory pension scheme after 3 months service

How to apply:

Please return a CV and covering letter, or a CV and two-minute video, by email.

Closing date: Friday 21st August 2026

We reserve the right to close this vacancy early if we receive sufficient applications for the role.

Therefore, if you are interested, please submit your application as early as possible. Only those applicants that have been shortlisted will be contacted for an interview
Only candidates based in UK and eligible to work in UK are allowed