Referral & Triage Officer - maternity cover

Contract Term: Maternity cover for up to 12 months

Hours of work: Part time - 19 hours a week over 3 or 4 days

About ONSIDE

ONSIDE is a charity working across Herefordshire & Worcestershire and the surrounding areas to ensure people are heard, supported and empowered to make choices about their lives. Through

advocacy and a range of support services, we work alongside people who may be vulnerable, disadvantaged or facing difficult circumstances, helping them understand their rights, have their voices heard and access the support they need.

Whatever your role at ONSIDE, you’ll be part of an organisation that is passionate about making a positive difference in people’s lives.

About the role

Step into a rewarding role as a Referral & Triage Office at ONSIDE.

This role is known internally as a Single Point of Access Practitioner and our Single Point of Access (SPA) Team is the first point of contact for children, young people, families and vulnerable adults seeking support across our services.

No two days are the same. You will make initial contact with individuals accessing our services, triage referrals, assess risk and safeguarding concerns, and help connect people with the most appropriate support, both within ONSIDE and through external services.

Working in a busy and supportive environment, you'll need a calm, compassionate and professional approach. While the role can be emotionally challenging at times, it is highly rewarding. Full training will be provided to equip you with the skills and confidence to carry out triage, manage sensitive information and effectively support those who need our help.

Key responsibilities

• Act as the first point of contact for enquiries, referrals and visitors, providing a professional, welcoming and person-centred service.
• Make timely initial contact with children, young people, families, vulnerable adults, parents and carers accessing support.
• Assess and process referrals, gathering relevant information to understand needs and determine appropriate next steps.
• Undertake proportionate risk and safeguarding screening, identifying concerns such as abuse, neglect, exploitation, domestic abuse, self-harm or suicide risk, and escalating where required.
• Take prompt and appropriate action in response to safeguarding concerns, ensuring compliance with organisational policies and procedures.
• Provide advice, information and signposting to internal and external services, helping individuals access the most appropriate support.
• Liaise effectively with service users, colleagues and partner agencies to coordinate referrals, obtain information and provide updates.
• Maintain accurate, timely and confidential records using organisational systems, ensuring compliance with GDPR and information-sharing requirements.
• Maintain and update service information, referral pathways and signposting resources to support effective service delivery.
• Deliver a high standard of customer service through all communication channels, including telephone, email and face-to-face contact.
• Support the administration of lone working processes and other operational systems to ensure service safety and effectiveness.
• Provide administrative support and guidance to volunteers and colleagues as required.
• Contribute to service development, continuous improvement and the promotion of equality, diversity and inclusion.
• Work flexibly to meet the needs of the service and support wider organisational priorities when required.

In addition, all ONSIDE employees are expected to

• Work within the organisation’s stated principles and values, adhering at all times to the organisational policies, procedures and guidelines
• Take responsibility for safeguarding appropriate to your role and raise any potential concerns with the ONSIDE’s Safeguarding and Professional Guidance Lead
• Contribute to the growth and ongoing sustainability of the organisation
• Demonstrate a commitment to equal opportunities, social inclusion and individual empowerment
• Show a commitment to personal, professional and organisational development
• Take responsibility for your wellbeing, accessing the support and resources in place to support you and your wellbeing
• Contribute to organisational promotional and networking activities

Qualifications and knowledge

• Good standard of education.
• Knowledge of safeguarding, risk assessment, confidentiality, GDPR and information-sharing principles.
• Understanding of the needs and challenges facing vulnerable children, young people and adults.
• Understanding of equality, diversity and inclusion and its application in practice.

Experience

• Experience working with children, young people, families or vulnerable adults.
• Experience providing person-centred support in a customer-facing, advice, support or service delivery environment.
• Experience handling sensitive, complex or potentially high-risk situations.
• Experience assessing need, triaging enquiries or identifying and escalating risk concerns.
• Experience contributing positively to team and organisational objectives.

Skills and approach

• Excellent communication and interpersonal skills, with the ability to manage sensitive conversations.
• Strong emotional intelligence, empathy and professional judgement.
• Ability to identify indicators of risk, harm or safeguarding concerns and take appropriate action.
• Strong organisational skills with high attention to detail and the ability to maintain accurate records.
• Good IT skills, including Microsoft Office and database or CRM systems.
• Ability to work flexibly, manage competing priorities and remain calm under pressure.

Desirable

• Relevant training in safeguarding, trauma-informed practice, risk assessment or related fields.
• Knowledge of social care, education, health or community support systems.
• Knowledge of services available to support vulnerable people.
• Awareness of Specific Learning Difficulties (SpLD) and empowerment-based approaches.
• Ability to communicate in languages other than English.
• Experience delivering frontline support to vulnerable individuals or families.
• Experience working in a reception, access, referral or triage-based service.
• Experience working with partner agencies and multi-agency teams.
• Experience supporting people facing disadvantage or multiple challenges.
• Experience monitoring, evaluating or analysing information to improve services.
• Ability to maintain professional boundaries whilst building positive relationships.
• Strong problem-solving skills and ability to use initiative.
• Ability to support, guide or mentor volunteers and colleagues.

Benefits

• 26 days annual holiday (pro rata), plus Bank Holidays
• Your Birthday Off
• Supportive working environment & good work/life balance culture
• Support with continuous professional development
• Contributory Pension Scheme
• Company Sick Pay Scheme (after qualifying service)
• Additional Maternity & Paternity Pay (after qualifying service)
• 24/7 Employee Assistance Programme
• Access to premium Calm App
• Time off to volunteer
• Employee Engagement Forum to ensure our employee’s voices are heard