Do you want to help create a safer, brighter future for children across Scotland?

Children First, Scotland’s national children’s charity, is looking for a Support Line Coordinator to join our national service. By joining us, you will help protect children, support families and make sure no one has to face difficult moments alone.

About the role

Based in Edinburgh with some flexible hybrid working this role sits at the heart of our national support line. You will provide compassionate, skilled support to families, carers and professionals who may be facing some of the most challenging times in their lives.

You will respond to busy and varied contacts through phone, webchat and email, offering timely advice, emotional support and practical guidance. Every interaction is an opportunity to keep a child safe, strengthen a family and make sure children’s voices are heard.

You will record your work clearly and meaningfully so that it reflects families’ experiences and helps us learn, improve and grow our services.

This is a fast-paced role, but at its core it is about connection, empathy and good judgement.

What you will do

• Provide high quality support to families, carers and professionals across Scotland
• Listen carefully to understand what matters most to children and families
• Offer clear advice that helps keep children safe and supports recovery
• Respond to a high volume of contacts with care and professionalism
• Maintain accurate, child-centred records that inform service development
• Work as part of a team to improve how we support families across Scotland

Why this role matters

Families are facing increasing pressure, including poverty, online harm and emotional distress. Our support line is often the first-place people turn.

Your work will help ensure that:

• children are safer
• families feel listened to and supported
• people get the right help at the right time

What we are looking for

• A relevant professional qualification at SCQF level 9 such as social work, health, education or community education
• Experience supporting children, young people or families facing challenges
• Experience of supervising or supporting others, including staff or volunteers
• Strong listening skills and the ability to respond with empathy and clarity
• The ability to manage risk and make sound decisions under pressure
• Confidence working in a fast-paced environment

What you can expect from us

• A supportive, inclusive team where your wellbeing matters
• A strong focus on learning, reflection and development
• 40 days annual leave (pro rata)
• Contributory pension scheme
• Generous family leave
• Flexible working options

Our values

You will be part of a team that lives its values every day:

With love, we put children first with compassion and kindness

With purpose, we work together to transform children’s lives

With strength, we do whatever it takes to protect Scotland’s children

Are you passionate about creating lasting change for children and families in Scotland?

Children First is Scotland's national children's charity. We are looking for a motivated and confident Policy Officer to join our Policy, Evidence and Impact Team and help shape policy and influencing work that improves outcomes for children, young people and families.

This is an exciting opportunity to contribute to Children First's strategic priorities by researching, monitoring and analysing policy developments, supporting the development of evidence-based policy positions, and helping ensure the voices and experiences of children and families are reflected in decision-making.

Working closely with the Policy Manager and colleagues across the organisation, you will support the development of briefings, consultation responses, evidence submissions and engagement activities with policymakers, partners and stakeholders across Scotland.

Key Responsibilities:

• Monitor and analyse policy, legislation, research and guidance relevant to Children First's strategic priorities.
• Carry out research and synthesise evidence to support the development of policy briefings, consultation responses and submissions.
• Support the development and delivery of Children First's policy and influencing work.
• Build and maintain positive relationships with policymakers, partners, charities, public bodies and other stakeholders.
• Coordinate meetings, events and engagement opportunities with children, families, partners and elected representatives.
• Work collaboratively with colleagues across the organisation to ensure policy work is informed by evidence, service insisht and lived experience.
• Help amplify the voices and experiences of children, young people and families to inform policy development and influence change.
• Contribute to projects and activities across the wider Policy, Evidence and Impact Team.

Skills & Experience:

We're looking for someone who can demonstrate:

• Strong research and analytical skills, with the ability to understand complex issues and communicate them clearly in writing and verbally.
• Experience of gathering, interpreting and presenting information to support decision-making.
• Excellent communication and relationship-building skills, with the confidence to engage a range of audiences and stakeholders.
• Strong organisational skills, attention to detail and the ability to manage competing priorities.
• An understanding of children's rights and the issues affecting children, young people and families in Scotland.
• Awareness of the Scottish policy and legislative landscape.
• A collaborative and proactive approach, with the ability to work independently when required.
• A commitment to ensuring the voices of children, young people and families are heard and reflected in policy and influencing work.

What You'll Get From Us

• 40 days annual leave, inclusive of public holidays.
• Flexible and hybrid working arrangements.
• Pension scheme.
• Access to Westfield Health, including counselling support and wellbeing resources.
• Blue Light Card discounts.
• A Fair Work accredited workplace.
• The opportunity to make a meaningful difference to the lives of children and families across Scotland.

Our Values

Living our values, you will help create a workplace where our people can thrive, ensuring we deliver the best possible support to children and families.

With love, we put children first.

With purpose, we transform lives together.

With strength, we do whatever it takes to protect Scotland’s children.