Engagement Administrator – Boscombe

We are seeking a passionate and dedicated Engagement Administrator to join our dedicated Engagement team, based in Bournemouth centre. The Higher Level Teaching Assistant (HLTA) plays a key role in supporting the delivery of high-quality education, learner support and positive outcomes for young adults with SEND.

To provide effective administrative support to the Engagement Team, taking responsibility for the initial enquiry and referral administration process and ensuring that all referrals are received, recorded, acknowledged and progressed in a timely and accurate manner.

The Engagement Administrator will act as a key initial point of contact for prospective learners, parents/carers, Local Authorities, schools, professionals and other referral agencies, ensuring that information and documentation is gathered and accurately recorded on SWRAC systems before being progressed to the appropriate member of the Engagement Team.

The role will contribute to an efficient learner journey from initial enquiry through referral and into the assessment and engagement process, supporting effective communication between Engagement, SENCO, Centre Managers, Administration and other relevant staff.

This role is full-time, working from Monday to Friday, 9 am to 5 pm (with a 30-minute lunch break).

Key Responsibilities

Initial Enquiries and Referrals

• Act as an initial point of contact for new learner enquiries and referrals received by telephone, email or other agreed referral routes.
• Respond professionally and promptly to enquiries from prospective learners, parents/carers, Local Authorities, schools and other referral organisations.
• Provide appropriate initial information about SWRAC’s provision and referral process.
• Receive and acknowledge new referrals.
• Accurately record all new enquiries and referrals on the appropriate SWRAC systems and trackers.
• Create the appropriate learner/referral records and ensure documentation is filed correctly.
• Check referral information to identify missing documentation or information and follow this up with the relevant person or organisation.
• Ensure EHCPs and other supporting documentation received as part of a referral are recorded and made available to the appropriate staff for review.
• Refer EHCPs and referrals requiring assessment or professional judgement to the Engagement Officer, SENCO or other appropriate staff.
• Maintain regular communication with referring organisations, prospective learners and parents/carers regarding the administrative progress of referrals.
• Maintain an accurate overview of referrals and their current stage within the engagement process.

Referral Administration and Record Keeping

• Ensure referral information is accurately and consistently recorded on Databridge and/or other designated SWRAC systems.
• Upload and appropriately store documentation received as part of the referral process.
• Maintain accurate and up-to-date referral records.
• Monitor outstanding information and proactively follow up missing documentation.
• Ensure appropriate correspondence relating to referrals is retained in line with SWRAC procedures.
• Support the Engagement Team to ensure learner records are complete and ready to progress to the next stage of the engagement process.
• Maintain confidentiality and ensure personal and sensitive information is handled appropriately.
• Produce referral information, reports or updates for managers as required.

Communication and Coordination

• Co-ordination of responses to placement complaints/disputes
• Liaise effectively with Engagement Officers, SENCO, Centre Managers, administration staff and other relevant colleagues regarding new referrals.
• Ensure relevant staff are informed when referrals require review or action.
• Liaise professionally with Local Authorities and other referral organisations to obtain required information.
• Support arrangements for prospective learner visits, meetings or other engagement activities as required.
• Keep clear records of communications and actions relating to referrals.
• Escalate delays, concerns, safeguarding information or incomplete referrals to the appropriate member of staff.

General Administration

• Answer telephone and email enquiries professionally and direct queries to the appropriate person where necessary.
• Undertake general administrative duties associated with the Engagement Team.
• Prepare, collate, file and maintain relevant documentation.
• Support the effective organisation and administration of the Engagement function.
• Maintain accurate electronic records and databases.
• Work collaboratively with centre and central teams to support a smooth transition for new learners.
• Undertake any other reasonable administrative duties required by the management team.

Person Specification

Qualifications

Essential

• Level 2 English and Maths or equivalent.
• Good standard of written English.

Desirable

· Experience of working with Education, Health and Care Plan (EHCP) consultations.

• Relevant administration/customer service qualification.
• Up-to-date Safeguarding and Child Protection training.

Skills and Competencies

• Excellent administrative and organisational skills.
• Strong attention to detail and commitment to maintaining accurate records.
• Good written and verbal communication skills.
• Competent in the use of IT systems and electronic record keeping.
• Ability to communicate professionally with learners, parents/carers, Local Authorities and external professionals.
• Ability to prioritise competing tasks and manage a busy workload.
• Ability to follow established processes consistently.
• Ability to identify missing information and proactively follow this up.
• Ability to maintain accurate and confidential records.
• Ability to work effectively as part of a wider multidisciplinary team.
• Ability to use initiative while recognising when information or decisions must be escalated.
• Professional and approachable telephone and email manner.

Knowledge

Essential

• Understanding of good administrative and record-keeping practice.
• Understanding of confidentiality and the appropriate handling of personal information.
• Awareness of safeguarding responsibilities when working with young people and vulnerable adults.

Desirable

• Understanding of SEND and the needs of young people with learning difficulties and/or disabilities.
• Understanding of EHCPs and Local Authority referral processes.
• Knowledge of education administration or learner referral/enrolment processes.
• Experience of using management information systems within an education setting.

Experience

Essential

• Previous administration or customer service experience.
• Experience of maintaining accurate records and managing documentation.
• Experience of communicating effectively by telephone and email.

Desirable

• Administration/reception experience within an education, SEND, health, social care or similar setting.
• Experience of working with Local Authorities or external professional organisations.
• Experience of working with young people with SEND or vulnerable young adults.
• Experience of using learner management/MIS systems.

Personal Qualities

• Highly organised and methodical.
• Accurate with strong attention to detail.
• Professional, approachable and helpful.
• Able to work calmly under pressure.
• Self-motivated and able to use initiative within agreed processes.
• Reliable and able to follow tasks through to completion.
• Flexible and positive approach.
• Effective team player.
• Confident communicating with staff and external organisations at different levels.
• Committed to providing a positive experience for learners and families from their first contact with SWRAC.
• Committed to continuous improvement.

Special Requirements

• Commitment to safeguarding and promoting the welfare of children, young people and vulnerable adults.
• Commitment to equality of opportunity and inclusive practice.
• Commitment to supporting young people with learning difficulties and/or disabilities.
• Prepared to work flexibly to meet the requirements of the role.

Benefits:

• Casual dress
• Cycle to work scheme
• Health & wellbeing programme