Triage and Information Officer (23834)

Barnardo's; Rochester; Hybrid; GBP 26,000 - 28,000; Part time

Benefits offered by this job

Hybrid working

26 days annual leave and flex leave

Group Pension

Employee Assistance Programme

Cycle2work

Job summary

Barnardo's is recruiting a part-time Triage and Information Officer in Rochester (Medway). The role is hybrid, mainly home-based with occasional travel to events across Medway, Kent, and surrounding areas.

You will provide information, advice and support by phone, email and Teams, manage inboxes with 2-day response targets, and record case notes accurately to assist families navigating SEND processes. We seek applicants passionate about helping families with SEND, with excellent communication

Qualifications

• Experience in a client-facing role
• Excellent communication skills, both written and verbal
• Ability to manage multiple inquiries and respond within targets

Responsibilities

• Provide information, advice and support via telephone, email and Teams calls.
• Inbox management to ensure inquiries are handled within 2 working days.
• Attend local events to raise awareness and provide community support as needed.
• Maintain high-quality case notes for all families using the service.
• Complete IPSEA training as part of the role.

Skills

Client facing

Telephone support

Email support

Team coordination

Communication

Tools

Teams

Job description

Medway SENDIASS is an impartial Special Educational Needs and Disability Information, Advice and Support Service (SENDIASS) that aims to make a positive and lasting difference for children and young people with special educational needs and/or disability (SEND) and their parents and carers. We do this by providing timely confidential, impartial information, advice and support through our online resources, at events and workshops, via our helpline service and through individual casework.We are looking to recruit a part-time triage and information officer to join our team.Duties will include:1. Providing information advice and support via telephone, email and teams calls2. Inbox management to ensure enquiries are handled within 2 working days3. Raising awareness of the service and offering some community based support by attending local events as needed4. Ensuring high quality case note recording for all families using the service.5. Completion of IPSEA training.This role is offered at 12 hours per week, to be worked across three days. Exact arrangements will be agreed at interview.This position is a hybrid role with the majority of activities being home based, but the expectation is that the successful candidate will be able to independently travel to attend events across the Medway area of Kent as required, with occasional flexibility to attend some events outside of normal business hours.We are seeking someone with a passion for helping families to navigate the legal systems around SEND and good knowledge and understanding of the SEND code of practice.Excellent communication and experience of working directly in a client facing role are essential.Please note due to the high volume of applications for some posts, this advert might close before the displayed closing date. We recommend that you apply for this role as soon as possible.Pay & Reward FrameworkWe appreciate our colleagues' dedication and their commitment to delivering excellence in the vital work we do, driven by their passion and commitment to Barnardo's values. We also know that we can only realise our ambitions and achieve better outcomes for more children, thanks to the talent, hard work and creativity of our people.We are committed to a rounded colleague experience with an approach to both pay and rewards that are fair, attractive, and progressive. This is in support of our strategic ambition to ensure Barnardo's is a place everyone can belong, grow and thrive.The salary range advertised is in line with our pay principles, for consistency and fairness while recognising the skills and experience applicants bring to the role. Appointing salaries can be discussed further at appointment stage; we do seek to appoint within this range always exercising responsible stewardship.BenefitsWorkplace Offer: What it means for youOur hybrid working initiative is based on trust, flexibility and empowerment. We understand our workplace offer means different things to different people, and we encourage those conversations. This may mean working at one of our stores, services, working at home, in the community, at one of our Collaboration Hubs or depending on the role any combination of these. Please read through the advert carefully to understand the remits of hybrid working that will be specific to the role.Barnardo's require colleagues to be UK residents, based in the UK and to complete their roles from within the UK (with the exception of colleagues providing Barnardo's services in Jersey and colleagues who live in the Republic of Ireland providing services in Northern Ireland)Barnardo's believe in creating equality of opportunity in the workplace and supporting people to manage their work-life balance; we are therefore open to offering flexible working arrangements.Annual Leave entitlement for full-time colleagues is 26 days per annum, increasing to 27 days per annum, after 3 years Barnardo's service, 29 days per annum, after 5 years Barnardo's service and 30 days per annum, after 7 years Barnardo's service. Those working less than full time are entitled to the same level of holiday pro rataThe ability to buy up to another 5 days annual leave via our Buy Your Leave schemeA host of family friendly leave options including company Maternity Paternity and Adoption pay; together with all family additional leave optionsService related sick pay from day 1Access to a Group Personal Pension with a matched 4% or 6% contribution from Barnardo's. Ability to pay via salary sacrifice to garner both tax and NI savings on your own contributionDeath in service cover of 4x annual earnings for all staff contributing to our Group Personal PensionCycle2work schemeInterest free season ticket loansDiscounts and cashback from at high street shops including major supermarkets, cinemas, gyms, leisure/theme parks, holidays and much more via our Benefit Portal20% discount at Barnardo's storesOpportunity to purchase a health cash plan to claim towards dental, glasses, therapy etcFree access to round the clock employee assistance program for advice and supportAccess to Barnardo's Learning and Development offer*T&C's apply based on contractAbout Barnardo'sWe are committed to being an inclusive employer and cultivating a culture where everyone can belong and thrive through inclusion and connectivity. We want our workforce to be reflective of the communities we work with, and for equality, diversity and inclusion to be embedded in everything we do. We are a Disability Confident Leader, are progressing our ambition to be an anti-racist organisation with Anti-Racism Commitments and actions in place and have networks for colleagues who are disabled, LGBT+, Black and Minoritised Ethnic and Women. We particularly encourage applications from Black and Minoritised Ethnic and/or disabled candidates who are currently underrepresented in our workforce. For disabled applicants, we offer reasonable adjustments throughout the recruitment process.Our basis and valuesReference number:23834Job Title:Triage and Information OfficerLocation:RochesterLocality:MedwayContract type:PermanentHours:12Salary:£26,003.00 - £27,592.00 (FTE) £8,433.41 - £8,948.76 (Pro Rata) plus £312 Office at Home AllowanceClosing Date:18 October 2026BenefitsDiscounts at 100's of retailersEmployee suggestion schemeCompany pensionEmployee Assistance Programme