Access and Triage Administrator (Safe Spaces)

The Cellar Trust; Bradford; On-site; GBP 17,000 - 27,000; Full time

Job summary

The Cellar Trust in Bradford is seeking a dedicated administrator to manage incoming referrals to the Safe Spaces service, triage referrals, assess risk, and coordinate timely bookings for service users across the Bradford area.

You will also provide high-quality administrative support to the Safe Spaces team, logging communications, maintaining the client management system, and ensuring data protection compliance while working collaboratively with colleagues.

Qualifications

• Qualifications to GCSE Grade 4 or above, or significant equivalent experience
• Awareness or knowledge and/or lived experience of the challenges facing people who have difficulties relating to their mental health
• Working knowledge of general admin practices and office procedures
• 2 years' experience working in clerical, admin or office-based roles
• 1 years' experience of a customer or client facing role
• 1 years' experience of working with or supporting an individual with difficulties relating to their mental health

Responsibilities

• Take service member referral via the telephone or online and log in the online client management system
• Deal with any enquiries or referral support needs from service members and professionals
• Triage referral and evaluate risk booking appointments and arranging transport where appropriate
• Log all communications relating to a service member on the online client management system
• Ensure the online client management system is UpToDate and support colleagues to make the best use of it
• Ensuring accurate collection of service data, supporting informed decision-making and continuous improvement as well as ensuring adherence to data protection regulations and best practices
• Work in line with all relevant safeguarding policies and procedures, ensuring concerns are escalated appropriately
• Fully participating in all relevant training to develop and maintain your performance in the role
• Actively engage in supervision, team meetings and events to contribute to a well-connected, informed and supportive team environment
• Performing other duties as reasonably required within the role

Job description

LOCATION: Bradford District

GRADE / SALARY: £27,294.18 FTE per annum (actual salary of £17,468.27 for 24 hours per week)

HOURS: 24 hours per week, worked as four 6-hour shifts as follows:

• Tuesday: 10:30am - 4:30pm
• Wednesday: 4:00pm - 10:00pm
• Friday: 10:30am - 4:30pm
• Saturday: 4:00pm - 10:00pm

Please note: These are fixed working hours, and candidates must be available to work all of the above shifts, including Saturdays.

ACCOUNTABLE TO: Quality & Safety Service Manager

The Safe Spaces is a collaborative service run in partnership with The Cellar Trust, BDC Mind, Bradford District Care NHS Foundation Trust and Bradford Metropolitan District Council. It offers a calm and friendly alternative to A&E for people in mental distress between the hours of 12.30pm - 2.30am, 365 days per year; it is available to people who live in Bradford, Airedale, Wharfedale or Craven. Safe Spaces is a non-clinical, supportive environment designed to help people in crisis stay safe, work through and understand their feelings, and then support them to access the support they need going forward.

Purpose of the Job:

The primary purpose of this role is to manage incoming referrals to the Safe Spaces service, both via telephone and online platforms, from service members and professionals. This includes assessing the appropriateness of referrals (triage), evaluating risk and coordinating bookings in a timely and sensitive manner with a commitment to trauma-informed practice.

You will also provide high-quality administrative support to the Safe Spaces team, Requiring strong organisational, communication and IT skills. The role demands excellent attention to detail and the ability to handle information with discretion and confidentiality.

Working both independently and collaboratively within a small team, you will take a proactive approach to tasks, ensuring they are completed accurately and efficiently, with effective time management.

Who you are

This role will appeal to those who have an empathetic, non-judgmental approach, and who are passionate about supporting people to create positive changes in their lives. You will need to be confident working both independently and as part of a team and will be passionate about supporting others.

Main Duties

• Take service member referral via the telephone or online and log in the online client management system.
• Deal with any enquiries or referral support needs from service members and professionals.
• Triage referral and evaluate risk booking appointments and arranging transport where appropriate.
• Log all communications relating to a service member on the online client management system.
• Ensure the online client management system is UpToDate and support colleagues to make the best use of it.
• Ensuring accurate collection of service data, supporting informed decision-making and continuous improvement as well as ensuring adherence to data protection regulations and best practices
• Work in line with all relevant safeguarding policies and procedures, ensuring concerns are escalated appropriately.
• Fully participating in all relevant training to develop and maintain your performance in the role.
• Actively engage in supervision, team meetings and events to contribute to a well-connected, informed and supportive team environment.
• Performing other duties as reasonably required within the role.

Values and Behaviours

• Create and maintain a culture of Respect always challenging and rooting out
• discrimination and stigma.
• Demonstrate a consistent belief in people and tenacity in supporting people to
• improve their future.
• Be passionate about our work and inspire others to feel the same.
• Be committed to doing things well and always look for opportunities for improvement.
• Model excellent partnership and team working

Person Specification

Listed below are the knowledge, experience skills and values you'll need to do this job, we will assess these through your application or through tests or interviews after shortlisting.

Knowledge

Method

Qualifications to GCSE Grade 4 or above, or significant equivalent experience

Application

Awareness or knowledge and/or lived experience of the challenges facing people who have difficulties relating to their mental health

Application Assessment

Working knowledge of general admin practices and office procedures

Assessment

Experience

2 years' experience working in clerical, admin or office-based roles

Application

Experience of data entry, basic data analysis and producing good quality reports using Excel and/or other software

Assessment

Some experience of operating client or customer management systems

Application

1 years' experience of a customer or client facing role

Application

1 years' experience of working with or supporting an individual with difficulties relating to their mental health

Application

Assessment

Skills

Ability to communicate effectively and build rapport with staff, clients and partners

Assessment

Good customer service and communication skills both in person and on the phone

Assessment

Excellent written skills and the ability to produce documents, meeting notes and reports

Application Assessment

Competent in Microsoft Office and excellent database skills (accurate data entry and extraction)

Assessment

Accurate data entry and extraction skills

Assessment

Ability to always handle sensitive data with confidentiality

Assessment

Values

A firm belief that all people matter and deserve respect

Assessment

An evidenced belief that everyone can change

Assessment

A track record of delivering on your commitments

Assessment

A personal commitment to equity, diversity, and inclusion

Assessment