Listening Services & Support Officer

About the Role

West Midlands Disability Action is looking for a compassionate, approachable and understanding Listening Services & Support Officer to provide emotional and practical wellbeing support to disabled people, people with long-term health conditions and those experiencing loneliness or isolation.

The role involves providing a safe, welcoming and non-judgemental space where individuals can talk openly about their experiences, feelings and challenges.

Support We Offer

1. Ad Hoc Listening Support

• Provide one-off listening sessions when someone needs a friendly, supportive conversation.
• Offer emotional reassurance and a listening ear.
• Help individuals explore concerns and identify possible next steps.
• Provide information, resources and signposting to appropriate services.
• Offer follow-up support where appropriate.

2. Short-Term Listening Support Sessions

• Provide regular, planned listening sessions over an agreed short-term period.
• Build a supportive and trusting relationship with individuals.
• Help people explore challenges affecting their wellbeing and everyday life.
• Encourage confidence, independence and positive coping strategies.
• Support individuals to identify small, achievable actions.
• Review progress and identify whether further support or signposting is needed.

Key Responsibilities

• Deliver ad hoc and short-term listening support appointments.
• Listen with empathy, patience and without judgement.
• Support people experiencing loneliness, isolation or emotional difficulties.
• Provide appropriate information, guidance and signposting.
• Help individuals identify their needs and personal goals.
• Maintain accurate, confidential session notes.
• Follow safeguarding, confidentiality and organisational policies.
• Work alongside the Support Team and refer individuals for disability mentoring where appropriate.
• Attend relevant team meetings, supervision and training.

What We Are Looking For

• Good communication and active listening skills.
• A caring, patient and understanding approach.
• An interest in supporting disabled people.
• Ability to maintain professional boundaries and confidentiality.
• Reliability and willingness to work as part of a team.
• Understanding of disability, neurodivergence or long-term health conditions is desirable.
• Lived experience of disability is welcomed.

Important Service Boundaries

Our Listening Service provides non-clinical emotional support. Officers do not provide counselling, therapy, medical advice, legal advice, financial advice or formal advocacy.

Where specialist support is required, individuals will be appropriately signposted or referred in accordance with WMDA procedures.

Our Aim

To ensure that disabled people and those experiencing isolation have someone they can talk to, feel heard and understood, and receive encouragement and guidance towards improving their wellbeing, confidence and social connections.