JOB DESCRIPTION

Support Services Coordinator 

STEPS National Referral, Peer Support & Helpline Services

About Arthritis Ireland

Arthritis Ireland is the national organisation dedicated to improving the quality of life of people living with arthritis. With almost one million people in Ireland affected, arthritis is the leading cause of disability nationwide. We work in communities across the country to provide education, self-management supports, and pathways that empower people to live well with their condition. We also advocate to ensure the voice of people with arthritis is heard and invest in research to improve treatments and outcomes.

Purpose of the Role

The Support Services Coordinator plays a key role in the delivery, development, and expansion of the STEPS (Steps Towards Empowered People) programme, Arthritis Ireland’s national referral and telephone based support programme.

This role is outreach-led and relationship-focused, responsible for building strong connections with rheumatology teams, healthcare professionals, and community partners to increase referrals and access to STEPS.

The role also has responsibility for the coordination and quality assurance of the service including the recruitment, training, and ongoing stewardship of volunteers who are central to the programme’s success.

In addition, the role contributes to the operation of the National Helpline and supports wider service delivery and promotion.

Key Responsibilities

1. STEPS Programme Delivery & Development 

• Coordinate the day-to-day delivery of the STEPS programme, ensuring timely and high-quality follow-up for all referrals 
• Manage and monitor referral pathways, including clinical and self-referrals 
• Support the ongoing development and expansion of STEPS as a national service 
• Ensure consistent quality assurance across all STEPS interactions and call processes 
• Maintain accurate records and reporting through the CRM system 
• Track and report on programme outputs, outcomes, and trends 

2. Outreach, Referrals & Relationship Management

• Build and maintain strong working relationships with rheumatology teams and healthcare professionals nationwide 
• Deliver regular outreach visits to hospitals, clinics, and community settings 
• Actively promote STEPS to increase referral rates and programme visibility 
• Develop and distribute service updates, information materials, and newsletters to clinical partners 
• Represent Arthritis Ireland at relevant conferences, events, and professional forums 
• Deliver presentations and information sessions to healthcare professionals and stakeholders 

3. Volunteer Coordination & Stewardship (STEPS & Helpline)

• Recruit, train, support, and retain peer volunteers delivering STEPS 
• Foster a positive, supportive, and engaged volunteer community 
• Coordinate volunteer schedules to ensure timely follow-up of referrals 
• Organise training, mentoring, and annual support/recognition events 
• Provide ongoing supervision and ensure adherence to service standards and boundaries 
• Support recruitment, training, and coordination of helpline volunteers as required 

4. Arthritis Ireland Helpline 

• Support the coordination and oversight of the National Helpline 
• Ensure calls, emails, and messages are responded to in a timely and professional manner 
• Maintain accurate call data, reporting, and CRM records 
• Contribute to the development of policies, procedures, and best practice 

5. Communications, Promotion & Service Development

• Contribute to the development of promotional materials for STEPS and the Helpline 
• Support campaigns such as World Arthritis Day and other awareness initiatives 
• Identify opportunities to grow programme reach and improve service delivery 
• Work collaboratively with internal teams on communications and engagement activities

6. Administration, Reporting & Operations

• Maintain accurate and up-to-date CRM records 
• Coordinate service data, reporting, and evaluation metrics 
• Support budget tracking and invoice processing 
• Ensure compliance with organisational policies, including confidentiality and data protection 

Person Specification

Essential Skills & Experience

• Excellent interpersonal and relationship-building skills, with the ability to engage a wide range of stakeholders 
• Strong communication and presentation skills, with confidence delivering to professional audiences 
• Experience in coordinating programmes, services, or projects 
• Ability to work independently, manage competing priorities, and take initiative 
• Experience supporting or working with volunteers 
• Strong organisational and administrative skills, with high attention to detail 
• Experience using CRM or database systems

Desirable

• Background in health, social care, community development, psychology, or a related field 
• Experience working in a patient support service, helpline, or similar environment 
• Understanding of chronic illness, self-management, or peer support models 

Key Competencies

• Relationship Management & Influencing 
• Communication & Presentation 
• Planning & Service Development 
• Volunteer Engagement & Support 
• Quality & Accountability 
• Empathy with Professional Boundaries 

General Details

• Reporting to: Services Manager 
• Hours: 35 hours per week 
• Salary: €40,000 per annum 
• Location: Hybrid role, based at 1 Clanwilliam Square, Dublin 2 (minimum 2 days in office) 
• Garda Vetting is an essential requirement of the role
• Full Clean Driving licence is essential 
• Ability and flexibility to travel with occasional overnights and out of office hours to fulfil the needs of the role

How to Apply 

To apply, please submit your CV and a short cover letter outlining your suitability for the role.

To Martina Blake Services Manager Mblake@arthritisireland.ie 

Closing Date Friday 22nd  May 1pm.

Arthritis Ireland is an equal opportunities employer.