Support Line Coordinator

The Role

Job Title: Support Line Coordinator 
 Reference number: CF26-27
 Location: Edinburgh
 Salary: Band C, £30,602– £35,778 per annum
 Post Type: Permanent, Full-time (35 hours per week) X 2 positions
 Closing Date: 1^st July 2026
 Interview Date: 8^th July 2026
 
Do you want to help create a safer, brighter future for children across Scotland?
Children First, Scotland’s national children’s charity, is looking for a Support Line Coordinator to join our national service. By joining us, you will help protect children, support families and make sure no one has to face difficult moments alone.
 

About the role

Based in Edinburgh with some flexible hybrid working this role sits at the heart of our national support line. You will provide compassionate, skilled support to families, carers and professionals who may be facing some of the most challenging times in their lives.

You will respond to busy and varied contacts through phone, webchat and email, offering timely advice, emotional support and practical guidance. Every interaction is an opportunity to keep a child safe, strengthen a family and make sure children’s voices are heard.

You will record your work clearly and meaningfully so that it reflects families’ experiences and helps us learn, improve and grow our services.

This is a fast-paced role, but at its core it is about connection, empathy and good judgement.

 

What you will do

• Provide high quality support to families, carers and professionals across Scotland
• Listen carefully to understand what matters most to children and families
• Offer clear advice that helps keep children safe and supports recovery
• Respond to a high volume of contacts with care and professionalism
• Maintain accurate, child-centred records that inform service development
• Work as part of a team to improve how we support families across Scotland

 

Why this role matters

Families are facing increasing pressure, including poverty, online harm and emotional distress. Our support line is often the first-place people turn.

Your work will help ensure that:

• children are safer
• families feel listened to and supported
• people get the right help at the right time

 

What we are looking for

• A relevant professional qualification at SCQF level 9 such as social work, health, education or community education
• Experience supporting children, young people or families facing challenges
• Experience of supervising or supporting others, including staff or volunteers
• Strong listening skills and the ability to respond with empathy and clarity
• The ability to manage risk and make sound decisions under pressure
• Confidence working in a fast-paced environment

 

What you can expect from us

• A supportive, inclusive team where your wellbeing matters
• A strong focus on learning, reflection and development
• 40 days annual leave (pro rata)
• Contributory pension scheme
• Generous family leave
• Flexible working options

 

Our values

You will be part of a team that lives its values every day:

With love, we put children first with compassion and kindness
With purpose, we work together to transform children’s lives
With strength, we do whatever it takes to protect Scotland’s children
 
 

How to apply

 
We believe all children should have hopes, dreams and opportunities. But for many they don’t exist. This has to stop. We must put children first. 
 
We welcome and encourage applications from potential colleagues from all backgrounds, ethnicity, gender, sexual orientation, religion, belief, disability who share our values.
 
Do you have what it takes to join our team and help us protect children and keep them safe? We would love to hear from you. 
 
Closing date: Wednesday 1st July 2026.
Interview date: Wednesday 8th July 2026
 
If you would like to discuss any aspect of the role before applying, please contact: 
Simon.Mcgowan@childrenFirst.org.uk 
 
Children First has a long tradition of valuing and involving sessional and volunteer workers. To find out more about volunteering with us, please visit our website.
 
The selection process will include seeking PVG Scheme
 
FULL JOB DESCRIPTION:

Role Summary

• Provide skilled, compassionate support to children, young people and families across Scotland through the Children First Support Line, a free national service.
• Deliver high quality advice and emotional support through phone, web chat and email, helping people feel heard, understood and supported.
• Responding to diverse support needs with empathy prioritising the welfare of children and families, always keeping children’s safety and wellbeing at the center of our practice.
• Manage inbound and outbound contacts in a calm and organised way, ensuring each person has a positive and respectful experience.
• Use strong listening, questioning and assessment skills to understand risk, build trust and support people through difficult conversations.
• Record work clearly and meaningfully to reflect families’ experiences and inform service improvement and development.
• Gather and use relevant information to provide accurate, evidence-informed guidance.
• Represent Children First values in every interaction, making sure practice reflects our commitment to children’s rights and strengthening families.
• Child protection measures must be followed and escalated appropriately ensuring the child and their needs remain at the center of our practice 

 

Relationships with children, young people and families

• Build trusting relationships where children and families feel safe to share what matters to them
• Carry out timely, high quality assessments of risk and need, using a strengths-based approach that involves children, families and relevant partners or stakeholders 
• Provide direct support to children, young people and families, including advice, guidance and advocacy to help children express their views and have their rights upheld
• Deliver professional accurate, compassionate support to people seeking help across phone, web chat and email
• Respond calmly and safely to concerns about child protection and trauma, following organisational guidance at all times
• Support families to explore and access financial wellbeing support where needed
• Use reliable, evidence-informed sources to provide clear, helpful information tailored to each enquiry
• Maintain a high standard of service, actively seeking feedback and identifying themes in families’ experiences to inform learning and improvement
• Record and respond to feedback, including complaints and compliments, to strengthen the quality of the service
• Carry out regular reviews with children, young people and families, ensuring their views shape decisions and next steps

Operational Requirements

• The post holder will work a flexible shift pattern to ensure coverage of operational hours throughout the week, including Monday to Sunday and Bank Holidays, as required. Additionally, the post holder may be scheduled to work during significant festivals such as Christmas, Diwali, and Eid, on a rota basis alongside other team members. 
• You will enable people to access the support available from our support line volunteers, providing the necessary advice, guidance and support to our volunteers.
• To support families connected with the Service in consultation with the Service Leadership, receiving and responding to contacts from external agencies.
• To work independently, as part of a team, to prioritise and manage own workload
• To record, maintain and review information, gained through the process of assessment, monitoring and review, within the Children First recording system (Dynamics). Maintaining accurate records that will inform the charity, and support future service development.
• To maintain awareness of research and policy development through personal reading and study, taking responsibility for own professional development and understanding.
• To communicate, share knowledge and participate in the wider work of the support line team and other relevant services.
• To develop and maintain consistent and meaningful internal communications practices.
• You will work with colleagues across the organisation to provide a positive experience of Children First to respond to queries.
• To make constructive use of internal support and supervision processes, and take responsibility for continuous professional development, undertaking mandatory and relevant internal courses as required and, where appropriate, undertaking post qualifying training in child protection, practice teaching or other relevant courses.
• Review and provide feedback about content created for Children First support line.
• To support activity which contributes to the sustainability of the service.
• To support the wider organisational activity and strategy of Children First.
• To support activity which develops and strengthens the Children First brand and public profile.
• Working from home for some days per week could be considered once a reasonable induction time has passed.

 

Relationships with others

• To evaluate information gained through the process of assessment, monitoring and review, and share this with children and families and others appropriately and sensitively and in accordance with legislation and policies on confidentiality and safer care.
• To contribute to Children First working groups, sharing and developing practice across the areas of work, and to work within and help develop best practice standards.
• To represent Children First at external events and activities particularly with local social work, education, health or third sector agencies, but sometimes at national events. To work constructively with a range of external agencies to promote a multi- disciplinary ‘team around the child’ approach.
• To provide advice, guidance, training, and consultation services to colleagues across the charity, and to staff working within partner agencies.
• To contribute to the development of best practice and the success and development of the service by actively participating in team meetings, by developing excellent working relationships with other team members, and by contributing to the knowledge and sharing of best practice with colleagues across the charity.
• To support and supervise volunteers, students, and where appropriate, sessional staff, mentoring, coaching and leading practice, and taking an active role in their recruitment and development.

 

Corporate Responsibilities

• Be committed and adhere to Children First vision, mission and values.
• Comply with Children First Safeguarding policies and procedures.
• Comply with Children First Code of Conduct and any relevant professional standards relating to the role.
• Actively consider the involvement of children, young people and families with whom we work, in all areas of practice and to implement the Children First Participation Standards.
• Actively consider the involvement of volunteers in all areas of our work and to implement the Children First Volunteer Development Policy.
• Observe all health and safety requirements.
• Work within and promote policies in relation to Equity, Diversity and Inclusion and anti-discriminatory practices.
• Undertake any other reasonably required duties as instructed by line manager or someone acting on their behalf, in addition to the role specific responsibilities detailed below. Be aware of responsibilities under the Data Protection Act and work in accordance with these.

What kind of people are we looking for?

What kind of Family Wellbeing team member will you be?

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Why us?

Salary, Conditions, Pension

About us

Children First is Scotland’s national children’s charity. We stand up for every child because all children should have a safe childhood. We protect children from harm and support them to recover from trauma and abuse through our national and local services. We help children, their families and the people that care for them by offering emotional, practical, and financial support. We give children hope and a safer, brighter future. Our core values guide how each one of us works in our individual day to day job: 

• With love, we put children first. 
• With purpose, we transform children’s lives together. 
• With strength, we do whatever it takes to protect Scotland’s children.

These values are reflected in everything we do. If you share our vision and values and would like to join our team then we would love to hear from you.