Referral & Triage Officer - maternity cover

ONSIDE

Worcester

On-site

GBP 25,000 - 27,000

Part time

5 days ago

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Benefits offered by this job

26 days annual holiday (pro rata)

Bank Holidays

Birthday Off

Supportive working environment & good

Professional development

Contributory Pension Scheme

Sick Pay

Maternity & Paternity Pay

Employee Assistance Programme

Calm App

Time off to volunteer

Employee Engagement Forum

Job summary

ONSIDE is seeking a Referral & Triage Officer in Worcester for a maternity cover of up to 12 months. The role, known internally as Single Point of Access Practitioner, involves taking initial contact, triaging referrals, assessing risk and connecting individuals to support both within ONSIDE and via external services.

The post requires a calm, compassionate, professional approach and full training will be provided.

Qualifications

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

Responsibilities

Act as the first point of contact for enquiries and visitors, providing a welcoming, person-centred service.
Make timely initial contact with clients across services.
Assess and process referrals, gathering information to understand needs.
Undertake safeguarding screening and escalate concerns as required.
Provide information and signposting to internal and external services.
Maintain confidential records and coordinate referrals with partners.
Deliver high-quality customer service across phone, email and in person.
Support administration of lone working and other operational systems.
Guide volunteers and colleagues as needed.
Contribute to service development and equality and inclusion initiatives.
Work flexibly to meet service needs and organisational priorities.

Skills

Communication skills

Emotional intelligence

Risk indicators

Organisational skills

IT skills

Flexibility

Education

Good education

Tools

Microsoft Office

CRM systems

Job description

Referral & Triage Officer

Responsible To: Single Point of Access Manager

Contract Term: Maternity cover for up to 12 months

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

Salary Band: £25,000 - £27,000 FTE per annum

Closing Date: Monday 12th October 2026

Location: Worcester

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

Essential

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.