We have an opportunity to join our experienced and dedicated Family Services Team working within the visitors’ centre at HMP Norwich providing a personal welcome for first-time and returning visitors to help them access the services available to them. We are seeking a Family Support Worker to join the team in providing effective and efficient running of the Visitors Centre, welcoming visitors and providing them with information and support as they come to visit someone at the prison. The successful candidate will be expected to lead on Children’s Visits and assist on Family Days and other services to ensure prisoners and their families have a valuable visiting experience, improving the quality ofvisits for children and families helping to maintain positive, healthy and resilient family relationships. Ideally you will have experience of dealing with people in a customer service-based role and be able to demonstrate excellent administrative, communication and problem-solving skills sometimesunder challenging circumstances whilst embracing a non-judgemental and empathetic work ethic. Ormiston Families is one of the leading charities working with children, young people, and families in the East of England. We take early and preventative action to support families to be safe, healthy, and resilient. Responsibilities of a Family Support Worker: To obtain prison keys to open and close the Visitors Centre. To follow all rules and procedures in the prison and keep up to date with any changes. To monitor and maintain the Visitors Centre Reception and book in visitors for all visits to prisoners. To maintain the day to day running of the Visitors Centre. To provide support and information to the children and families of prisoners as appropriate and signpost to other agencies where needed. To support the Team Leader with activities for group and/or individual work, in order to achieve identified outcomes for prisoners’ children and families when visiting the prison. This may include one to one work with prisoners, inductions, parenting courses, story book dads’ and children and family days. To operate the HMP Norwich Booking Line, booking visits for families, booking VideoCalls, answering queries and signposting telephone calls to the correct departments. To maintain the Visitor Centre’s inside and outside play areas, including setting up and tidying away. To assist where needed in the provision of refreshments for visitors, including in the visits hall, where required Skills and experience of a Family Support Worker: Experience of dealing with people in a face-to-face customer service-based role. Experience of dealing with people over the telephone in a customer service-based role. Excellent communication skills, both written and verbal, with the ability tocommunicate effectively to a range of people. Excellent attention to detail for recording process, events and systems. Diplomatic and able to deal with issues sensitively and with discretion. Benefits of a Family Support Worker: Cycle to work scheme. 27 days annual leave (Part-time employees receive a pro-rata allowance according to the number of hours they work per week.). Ability to buy or sell up to 5 days annual leave. Group life assurance. Pension, up to 9% employer contribution when matched by employee. Sponsorship opportunities for employees who have completed their probationary periodand been in post for at least 12 months to undertake nationally accredited or chartered certification awarded by professional associations. Employee assistance programme The Hive savings platform Your Wellbeing - We have trained Mental Health First Aiders who form our Wellbeing Team, promoting mental and physical health. Your base will be the Visitors’ Centre at HMP Norwich. We are an equal opportunities employer, we value diversity and welcome applications from all sections of the community.