Family Support Worker (Booking Line)

We are seeking a compassionate, organised, and proactive individual to join our team at HMP Lowdham Grange.

This role is vital in supporting family members and significant others as they book social visits to their loved ones in prison.

You will play a key part in maintaining and strengthening family relationships, which are integral to the care and rehabilitation of prisoners.

Key Aims

To deliver effective and responsive support services that promote positive family relationships.

To ensure families and significant others are treated with dignity and respect during the booking process.

To continually improve the quality and continuity of support offered to those booking visits.

Key Responsibilities

Lead and manage all social visit bookings via telephone, web, and email, ensuring alignment with prison protocols and resolving any issues efficiently.

Train and support new staff in handling the booking systems, ensuring consistency and competence across shifts.

Provide informed, confidential support to families during the booking process, including signposting them to relevant services.

Work closely with internal departments to ensure visit applications are processed promptly and accurately.

Identify first-time visitors and ensure they receive appropriate guidance and support throughout the visit process.

Liaise with prison staff including visits and security teams to ensure a coordinated and smooth visitor reception experience.

Ensure up-to-date and accessible visitor information is available, including translated materials where needed.

Support a range of administrative duties to facilitate the visits service, such as responding to emails, preparing family day materials, and updating visitor menus.

Monitor and maintain equipment and facilities related to the visits service, ensuring safety, cleanliness, and readiness at all times.

What we offer

Pact offers a range of benefits including a free advice, information and counselling service, contributory pension, corporate eye care scheme, cycle to work scheme and generous holiday entitlement.

You will have the opportunity to attend training events to further develop yourself as a professional training and interventions worker. You will undergo a thorough induction process and be supported by a friendly and enthusiastic team.

Other information

Pact is an equal opportunity employer and welcomes all applications including those with a criminal conviction (appointment to post is subject to a risk assessment).

This post is subject to a 6-month probationary period, verification of identity and proven right to work in the UK, satisfactory references from previous employers covering a 3-year period, declaration of any unspent criminal convictions (and where appropriate a satisfactory risk assessment), Prison Vetting and a Disclosure and Barring Service check.  Please note that being bankrupt or having County Court Judgements may affect your ability to be successfully vetted to work in a prison.