Service Coordinator in Exeter

Company Description

The Filo Project is a not-for-profit enterprise offering high quality, small group day care for older people.

Small groups give time and space for people to feel at ease and form friendships.

The Filo Project started in Devon in 2014 and expanded to Somerset in 2020.

Since then, we have expanded into East Lancashire, Cornwall, Bournemouth, Christchurch & Poole.

Our service is primarily for those who are socially isolated and may also be experiencing symptoms associated with early to moderate dementia, including memory loss.

More information about The Filo Project can be found on our website -www. thefiloproject. co. uk

Reports to

Service Manager

Contract

Permanent

Hours

Full-time- 35 hours per week

Salary

• £14.85 per hour
• Role Description

The role of the Service Coordinator is to be the first point of contact for referrals and enquiries at The Filo Project.

You will play a vital role in ensuring effective communication between families, advocates, professionals, and our team of staff.

You will be responsible for providing service coordination and administrative support and working to key organisational processes and procedures to ensure the smooth operation of our business.

This role requires a high degree of interface with varying stakeholders and you will need to have effective communication skills (both verbally and written).

You will need to be resilient and able to work effectively in a busy environment and manage your workload with differing priorities and deadlines.

A key element of this role is in taking referrals for new clients into The Filo Project.

This includes providing information and advice to potential Clients, Carers and professionals.

The service Coordinator is responsible for coordinating all administrative tasks that support the processing of referrals and day to day operation of our group care days.

• Key Duties and Responsibilities
• Serve as the first point of contact for all incoming enquiries and referrals, providing a professional and compassionate service.

Enquiries and referrals may be taken by phone, email and web based platforms.

• To have positive, empathetic and responsive conversations with individuals about their needs.
• Oversee and support organisational processes and procedures to ensure the efficient and safe coordination of our services.
• Liaise with families, carers, professionals, and staff to ensure clear and effective communication.
• To provide detailed advice, guidance and information to clients, carers and staff.
• Provide administrative support to the Service Managers and wider team.
• Maintain accurate and up to date records and ensure all administrative tasks are completed promptly.
• Support the coordination of remote-working staff by effectively managing workflows from the headquarters.
• Manage multiple tasks efficiently, ensuring deadlines and service commitments are met.
• Regularly liaise with the range of professionals and colleagues involved in the person's care, facilitating a coordinated approach and ensuring everyone is kept up to date so that any issues or concerns can be appropriately addressed and supported.
• Actively participate in team meetings.
• Identify when action or additional support is needed, alerting a named manager and highlighting any safety concerns.
• Work sensitively with people, their families and carers to capture key information.
• Encourage people, their families and carers to provide feedback and to share their stories about the impact of The Filo project on their lives.
• Adhere to organisational policies and procedures, including confidentiality, safeguarding, information governance and health and safety.
• Demonstrate a flexible attitude and be prepared to carry out other duties as may be reasonably required from time to time within the general character of the post or the level of responsibility of the role, ensuring that work is delivered in a timely and effective manner.
• Identify opportunities and gaps in the service and provide feedback to continually improve the service and contribute to business planning.
• Office working - You will be working from our head office (Exeter- Sowton industrial estate from September 2026 onwards).
• Your role may include occasional travel to a range of locations including (but not limited to) - Central Office, Area Coordinator and Hosts homes, Client Homes and other community venues.
• Your role will include the use of IT and phone equipment.

Person Specification

Essential Skills, Knowledge and Qualifications

• Education to a minimum of GCSE or equivalent standard.
• A friendly, proactive and compassionate approach to supporting individuals affected by dementia and their families.
• Excellent interpersonal skills with the ability to communicate calmly and confidently with members of the public, families, and professionals.

Service Co-ordinators need to have the ability to sensitively engage with clients and their families.

• Ability to work independently and as part of a team in a busy environment - able to use initiative and problem solve.
• Strong administrative and organisational abilities with excellent attention to detail, with the ability to maintain a high level of accuracy.
• Proven ability to manage multiple tasks efficiently and prioritise workload effectively.

High level of IT proficiency including the ability accurately and confidently use client record keeping systems (full training will be provided)

• Good numerical skills
• Experience or knowledge of working with elderly people with memory issues.
• Understanding of dementia and its impact on individuals and families.
• Understanding and experience of social care and the social care system.
• Experience in using Google Suite.
• Experience handling sensitive or confidential information professionally.
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