Work as a First Contact Team Agent at Family Fund

We spoke to Emma, ​​one of the First Contact Team officers, to find out more about her role.

What do you do in your role?

Our team is the first point of contact for families. We process requests by email and telephone: it’s very varied! For example, we check the status of applications, we manage application changes, we help families register on the application portal so that they can follow the status of their application themselves, etc

What does a typical day look like in the First Contact team?

We work in rotation, so we have different tasks to do each day. We answer calls, answer e-mails or are available on our new Webchat.

I particularly support the team with questions regarding the Family Fund Motability Scheme (FFMS). The FFMS helps families raising a disabled or seriously ill child under the age of three to meet their mobility needs through a car rental package.

Learn more about FFMS

I also advise my colleagues on ways to refer our families to other charities and organizations who may also be able to help them with additional information, advice and support.

What do you like about your role?

Two days are never the same, there is always something different. I like helping people, and being able to offer support as early as possible to families. I really appreciate the variety of the role.

“It’s good to know that you are helping families and making a real difference. I also like to refer families to other organizations – it’s nice to answer a call and know you’ve done your best to support that family.

What do you like about Family Fund?

The way our values ​​are displayed on a daily basis is very important to me.

If you need help, there is always someone on the team you can turn to. You really feel connected to the rest of the organization. And if you’ve had a tricky call, there’s always someone to talk to. It’s good to feel supported and connected.