Member Support Advocate

About The Ripple Pond

The Ripple Pond is a UK-wide charity supporting adult family members and loved ones of serving personnel and veterans affected by physical or psychological injury. We provide peer connection, practical guidance and help accessing appropriate services. We work alongside NHS and other specialist partners but are not clinical providers. Our national services are delivered primarily online.

Could you be the person we're looking for?

We're looking for someone who cares about people, takes initiative and wants to do something worthwhile.

You might have worked in healthcare, mental health, social care or the charity sector. You might have a real talent for social media, connecting with people or finding new ways to get a message across. Or perhaps your experience is in a completely different field.

We're interested in what you've done, what you could bring and, just as importantly, what motivates you.

The Ripple Pond is a small charity with a national reach, supporting families often facing very difficult circumstances. We're a close-knit team, and everyone plays an important part.

We won't pretend this is an easy job. There will be challenging conversations, competing demands and days when things don't go to plan. You'll need to be comfortable taking the initiative, making decisions and getting on with things. But you'll also have experienced colleagues, professional supervision and support when you need it.

We can help you develop your skills and knowledge. What we're really looking for is someone with the right values, a willingness to learn and the drive to make things happen.

So, if you've read about the role and thought, "I'd love to do that, but I'm not sure I've got everything they're asking for", please don't rule yourself out. You might be just the person we're looking for!

Key Responsibilities

• Welcoming and onboarding new Members, understanding their individual circumstances and support needs and helping them access appropriate, tailored support.

• Providing ongoing support through the duty rota, including responding to helpline and inbox enquiries, monitoring online forums, offering guidance and signposting and making referrals where appropriate.

• Recognising and responding to safeguarding concerns, supporting risk management and multi-agency working and following safeguarding procedures to protect Members and their families.

• Coordinating online activities, workshops and events to encourage Member engagement and peer connection, while contributing to digital content and engagement initiatives.

• Maintaining accurate records and supporting service evaluation, partnership working and reporting, with services delivered primarily online and remotely and occasional travel required.

What we offer

We want our team to feel supported, valued and able to develop. We offer a flexible, parent- and carer-friendly working environment, with a commitment to accessibility, inclusion and social mobility.

Full training is provided, alongside professional supervision, opportunities for professional development and access to our Employee Assistance Programme throughout your employment. The role also includes an attractive pension package and the opportunity to be part of a supportive team making a real difference.

Encouragement to apply

We recognise that applicants bring a wide range of experiences, skills and strengths. We value potential, transferable skills, compassion and a willingness to learn, as well as relevant experience. You do not need to meet every requirement to be someone who could thrive in this role.