TALK Surrey CIO
Support & Impact Coordinator
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Support & Impact Coordinator
Hours: 22.5 hours per week (3 days)
Location: Home-based with travel across Surrey
Contract: Permanent
About TALK Surrey
TALK Surrey is a CIO registered charity supporting people living with aphasia following stroke or brain injury. Our mission is to help people rebuild confidence, reduce isolation and reconnect with their communities by providing welcoming communication groups, social opportunities and ongoing support. We work closely with Speech and Language Therapists, volunteers, families and partner organisations to ensure people affected by aphasia have opportunities to communicate, participate and thrive.
As we continue to develop our services, we are committed to providing person-centred support and using evidence, feedback and lived experience to shape and improve our services.
About the Role
The Support & Impact Coordinator plays a central role in making sure TALK’s services are well organised, person-centred and able to demonstrate the difference they make.
This role is focused on the member journey — from first referral and home visit through to group placement, ongoing support and follow-up — as well as the systems and information that sit behind TALK’s services. The postholder will help ensure that new members and families are welcomed and supported, that service records and processes are well maintained, and that TALK has the data, feedback and insight it needs to understand its impact and continue improving its support.
The role will also support the practical running of the charity by helping to maintain key systems, service administration, and by contributing to the development of a joined-up and responsive support offer for people living with aphasia.
Main Responsibilities
Referrals, onboarding and home visits
- Act as the main point of contact for new referrals and member enquiries.
- Manage referral pathways from Speech and Language Therapists, health professionals, support organisations, families and self-referrals.
- Coordinate and undertake home visits or introductory meetings with prospective members and/or families where appropriate.
- Use home visits and introductory conversations to understand a person’s communication needs, interests, circumstances and suitability for group participation.
- Explain TALK’s services, membership arrangements and relevant policies in a clear, sensitive and accessible way.
- Coordinate membership paperwork, consent forms and other onboarding documentation.
- Make sure new members receive the information and welcome materials they need when joining TALK.
Member support and follow-up
- Work with the Head of Charity, Group Leaders and Community & Volunteer Coordinator to identify the most appropriate group placement for each new member.
- Share relevant information appropriately and sensitively to support a member’s introduction into groups.
- Support first attendance and settling-in arrangements where helpful.
- Follow up with new members and/or family contacts after joining to check how things are going and identify any support needs.
- Maintain contact with new members and, where appropriate, their relatives or carers to support a smooth transition into TALK’s services.
- Respond to member and family enquiries, offering information, reassurance and practical support within the scope of the role.
- Monitor attendance patterns and follow up unexplained absences or disengagement from groups in a timely and sensitive way, to understand barriers, offer support and encourage re-engagement where appropriate.
- Support opportunities for relative/carer involvement where this forms part of TALK’s service offer.
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Service administration and coordination
- Maintain accurate and up-to-date member records, referral records, consent forms and related service documentation.
- Coordinate key administrative processes linked to member onboarding, attendance, group placement and service support.
- Maintain service databases or other agreed systems so that accurate information is available across the organisation.
- Support the administration of Member Advisory Group meetings, AGM arrangements and other service-related meetings or activities where required.
- Maintain and update forms, templates, information packs and operational documents linked to the member journey and service delivery.
Impact, monitoring and learning
- Maintain accurate data on referrals, waiting lists, membership, attendance and other agreed service metrics.
- Support and work with the Head of Charity to develop simple systems and dashboards to improve oversight of TALK’s reach, activity and outcomes.
- Gather, record and help analyse feedback from members, volunteers and groups to support service improvement.
- Support the Head of Charity to coordinate annual member and/or family feedback activity, including satisfaction surveys or other agreed evaluation processes.
- Support the coordination of external professional feedback or service review activity, including Speech and Language Therapy input where appropriate.
- Support the collection of case studies, outcome information and impact evidence for trustee reporting, funding applications and annual reporting.
- Produce regular summary information for the Head of Charity on referrals, attendance, member activity, trends, risks and operational developments.
- Support the Head of Charity to identify themes, gaps or emerging issues in the member journey or service offer.
Operational support, partnerships and service promotion
- Provide day-to-day operational and administrative support to the Head of Charity to help services run smoothly and consistently.
- Manage general enquiries from service users/professionals ensuring a timely response.
- Liaise with external professionals and partners, including Speech and Language Therapists and other referral partners, to maintain good working relationships and support referral pathways.
- Help raise awareness of TALK’s services among potential members, families, referrers and partner organisations where needed, helping ensure information about the charity’s support offer is clear, accessible and up to date.
- Assist with meetings, events, communications or projects linked to service quality, improvement or organisational development.
- Assist the Head of Charity by contributing to the review of service materials, member information and public-facing content where relevant to the role.
- Maintain oversight of service resources, equipment and operational systems relevant to service delivery, ensuring records are up to date and issues are escalated appropriately.
Compliance and general responsibilities
- Ensure member information, records and consent documentation are managed appropriately and confidentially.
- Work in line with TALK’s safeguarding, confidentiality, data protection and health and safety requirements at all times.
- Support the maintenance of accurate records linked to service compliance and quality assurance.
- Raise safeguarding concerns, operational risks or quality issues promptly and appropriately.
- Undertake any other duties reasonably required by the Head of Charity that are consistent with the nature and level of the post.
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Person Specification
Essential
- Experience of working in a coordination, service support, community, health, social care or administrative role.
- Strong organisational and administrative skills, with the ability to manage a varied workload and maintain accurate records.
- Excellent communication and interpersonal skills, including the ability to communicate sensitively with people who may have communication difficulties or changing support needs.
- Confidence handling confidential information and maintaining clear, accurate records.
- Ability to work independently, use initiative and prioritise effectively.
- Good IT skills, including Microsoft Office, email, spreadsheets and confidence using databases or digital record-keeping systems.
- A person-centred, empathetic and professional approach.
- Willingness and ability to travel across Surrey for home visits, group visits and meetings.
Desirable
- Experience of working in the charity, disability, health, rehabilitation, community or social care sector.
- Experience of supporting people affected by stroke, brain injury, aphasia or other communication difficulties.
- Experience of carrying out assessments, support conversations, home visits or onboarding conversations.
- Experience of collecting, maintaining or reporting service, impact or monitoring data.
- Experience of working with volunteers, families, professionals or community partners.
- Experience of helping coordinate events, meetings or service reviews.
- Full driving licence and access to a vehicle.
Application Process
To apply for this role, please submit the following:
- An up-to-date CV.
- A covering letter (maximum two sides of A4) explaining how your skills, knowledge and experience meet the requirements of the Person Specification and why you are interested in joining TALK Surrey.
Please email all application documents to Belina.rauli@talksurrey.org.uk with the subject line:
Application – Support & Impact Coordinator – Your Name
Closing date: 25th July 2026 5pm
Interview date: Week commencing 27th July 2026 and 3rd August 2026
Only shortlisted candidates will be contacted.
Equality, Diversity & Inclusion
TALK Surrey is committed to creating an inclusive workplace where everyone is treated fairly and with respect. We welcome applications from all suitably qualified candidates regardless of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex or sexual orientation. Reasonable adjustments are available throughout the recruitment process.
TALK Surrey is committed to safeguarding and promoting the welfare of adults and expects all staff and volunteers to share this commitment. This role may be subject to references and a satisfactory DBS check where appropriate.
Applicant information will be processed for recruitment purposes only, retained in accordance with our data retention policy, and handled in line with UK GDPR.
Pay: £14,871.00 per year
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