Coordinator - Needs-Led Pathway (Fixed Term Contract)

As the Coordinator for our Needs-Led Pathway, you will play a pivotal role in our team, delivered in partnership with Sirona Care & Health for families across Bristol, North Somerset, and South Gloucestershire (BNSSG). Your primary responsibility is to ensure every family has a positive, predictable, and respectful experience of the clinical pathway—from their first contact through to their final 'Moving Forward' conversation—and how the pathway connects with our Integrated Therapeutic Service (ITS) and neurodevelopmental (ND) teams. The Needs-Led Pathway supports children and young people from early years up to 18, based on their needs rather than waiting for a diagnosis.

Working in a neuro-affirmative way:

• Telling families clearly what will happen next, when, and how long it will take—predictability is an access need for many.
• Writing in plain, direct language and following up conversations in writing for families to refer back to.
• Respecting how families prefer to be contacted, avoiding unexpected calls.
• Using the language families use to describe themselves and their children.
• Recognizing that parents or carers may also be neurodivergent, and adapting to their needs.
• Not interpreting missed deadlines or distressed behavior as lack of interest.
• Noticing and sharing what is going well for a child, not just what is difficult.

What you’ll be doing:

Coordinating the pathway

• Managing the flow of work through the pathway and its service lines to ensure referrals from Sirona move promptly and no family gets stuck.
• Booking and coordinating appointments, including Care Navigation Meetings, Core Needs Assessments, Single Session Consultations, four-weekly check-ins, and Moving Forward appointments.
• Linking families with their dedicated Care Navigator clinician, ensuring they don’t repeat their story.
• Sending questionnaires and reminders at the right points in the journey, including onboarding and closing questionnaires.
• Supporting families who want to return to the service after their episode of care.

Supporting families

• Assisting families and young people in completing onboarding questionnaires and paperwork, including phone or video support when forms are not accessible.
• Arranging alternative formats, interpreters, and reasonable adjustments, recording them for the entire team.
• Helping families get set up on and navigate our Healios Connect resource library.
• Responding to family and young person questions via email, telephone, and message—clearly, warmly, and promptly.
• Recognizing safety or safeguarding concerns and escalating them promptly to the duty or Care Navigator clinician.

Records, information, and quality

• Maintaining accurate, timely records in our clinical record system and verifying records before asking families for information already held.
• Liaising with Sirona, schools, and other professionals to gather referral and background information within data-sharing agreements.
• Supporting monthly operational reporting, such as appointment capacity, questionnaire completion, and family feedback.
• Performing general administrative and coordination duties to support the Sirona pathway, clinical, and operations teams.
• Sharing insights from families to improve the pathway.

What you need to have:

• Administrative and organizational experience, ideally in healthcare, education, or customer-facing roles.
• Strong time management and multitasking skills.
• Experience resolving queries, concerns, and troubleshooting problems.
• Familiarity with MS Word, Excel, Outlook, and/or Google Docs, Sheets, and Calendar, with adaptability to new systems.
• Clear, warm, and professional communication skills, especially via email and telephone, with flexibility to adapt communication styles.
• Understanding of or interest in neurodiversity and neuro-affirmative practice, with a willingness to learn.
• Commitment to keeping families and young people at the heart of everything.
• Good judgment for seeking help and escalating concerns promptly.
• Understanding of confidentiality and data protection when handling sensitive information.
• A professional home working environment with a minimum WiFi speed of 2 Mbps.
• Flexibility to support Healios’ mission of accessible healthcare.
• Commitment to ethical practice and safeguarding standards.

It would be great if you also have:

• Experience in NHS, children’s, SEND, or neurodevelopmental services.
• Experience using a clinical record or case management system.
• Knowledge of services and support available to families across BNSSG.
• Experience supporting families of younger children, including under-5s.
• Autism, ADHD, or neuro-affirmative training.
• Lived experience of neurodivergence, either personally or in your family.