Welcare (UK Charity)
User Researcher (family support charity) - Volunteer
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Short Term Project: User Researcher
A short term project requiring a user researcher to design questions and then interview previous service users, gathering qualitative data. We are developing service user involvement across the organisation, including through this more in-depth feedback.
What difference will you make?
Family challenges continuously change, already in a world where each family presents very differently in terms of need, dynamic and support that will work. Ensuring we have a service user ‘voice’ in our project and service design is vital to ensuring what we deliver is effective, accessible and realistic for a small charity to deliver. Research led by a skilled User Researcher will significantly add to this.
Services built on strong service user feedback bring better outcomes, which in turn positively impact on our success with funding opportunities. This is essential in meeting our charitable aims and objectives.
What are we looking for?
We are looking for someone who is organised, thoughtful and community-minded, with good communication skills, understanding and empathy for those who are or have experienced family challenges.
- Experience of developing good working relationships with stakeholders while maintaining professional boundaries
- Experience of user research projects, data analysis and report writing
- Ability to identify risks or issues early and communicate them effectively
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In addition to experience as a User Researcher, we would particularly welcome applications from people who have experience of direct work with vulnerable families, children and young people support or domestic violence.
Hybrid
What will you be doing?
Welcare delivers services across South London and East Surrey, supporting children and families experiencing multiple and often interrelated challenges. To address the need, our dedicated professional staff work with individual children and their parents; we work to build and strengthen the positive elements of family lives and to prevent future problems by intervening early and breaking cycles before they become entrenched. We do this through one-to-one support and our group work programmes.
To ensure our services meet the needs of the families we work with we incorporate service user feedback and experiences to our continuous service improvement. We wish to increase the routes of feedback and methods we use to collect user data and responses. A more in-depth one-to-one interview, with an experienced and skilled User Researcher, for a selection of previous service users will bring an additional layer of feedback we can use to inform our service design and delivery.
This role involves conducting user research to inform how we deliver services and improve the experience of our service users. Ideal candidates will have strong skills in user research methods and a solid understanding of family support, the needs of families accessing our services and the challenges faced by both families and services aimed at supporting them. The role requires
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- Designing questions and a telephone interview programme set
- Any amendments to interview dates / times to be managed
- Interviews carried out
- Record of responses produced, with format agreed with the Fundraising Officer
- Full review of project with a view to creating a template for a future repeat of the research.
Compassion and understanding are key to this research, having been through our services our service users are stronger, happier and with more stability in their lives. They do, however, remain vulnerable and revisiting their time with us may be difficult regardless of positive outcomes. Previous service users will be informed of the research method and aims and only be put forward for interview with their full consent. The User Researcher will be provided with a contact list of those willing to take part.
The role will be managed by our Fundraising Officer (Trusts & Foundations), alongside any other volunteer roles involved in this piece of work. The CEO will have input into the questions set and during the project review process.
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