Triage Officer

London Borough of Hillingdon; Greater London; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A public service organization is looking for a compassionate and motivated Triage Officer in Greater London. The role involves providing crucial support to children and families in need, ensuring effective communication during the triage process, and identifying urgent cases. Candidates should have experience working with vulnerable families and possess excellent communication skills. This position offers hybrid working, a 36-hour workweek, and a range of benefits, reinforcing the organization's commitment to community well-being.

Benefits

Flexible Working Hours

Generous Holiday Entitlement

Health and Wellbeing programs

Pension Scheme

Mental Health Support

Qualifications

• Experience working with vulnerable families is essential.
• Good knowledge of IT systems required.
• Must have excellent communication skills.

Responsibilities

• Provide a first point of contact for children and families.
• Gather and analyse information to ensure appropriate support.
• Identify risks or emergencies and manage difficult conversations.
• Identify risks or emergencies requiring immediate attention.
• Maintain professional communication during the triage process.

Skills

Compassion

Good communication skills

Ability to multitask

Understanding of social care

Experience working with vulnerable families

Tools

IT Systems

Job description

About us

At Hillingdon we’re proud of our commitment of ‘Putting our residents first’, ensuring they’re at the heart of everything we do! We want to attract talented individuals like yourself who share our aspirations for the borough and can support us to deliver exceptional services for Hillingdon.

With an ambitious strategy we pride ourselves on delivering services that improve the lives of all our residents, businesses, and partners. Embarking on a journey of continuous improvement, we’ve set an agenda to ensure the provision of; safer communities, a thriving local economy, a greener more sustainable environment, whilst increasing our digital capabilities.

Working at London’s second largest borough can be tough, particularly with government reforms, budget restrictions, and political attention – but it’s enough to keep us busy and ensures no two days are the same!

Embark on a rewarding career in Children Social Care with us, where excellence is not just a goal but a proven standard. We are proud to announce that our Children's Services have recently received an outstanding rating from OFSTED, a testament to our unwavering commitment to providing exceptional care and support for children and families.

What does a Triage Officer do at Hillingdon?

Stronger Families Hub is the integrated single point of contact for children, young people, families, and professionals with children safeguarding enquires and access to various support services. If you are driven to empower and support our Hillingdon children and families as part of a team, we would love to hear from you. We will be looking for you to :

• Provide a first point of telephone contact for children and families, members of the public and other professionals. Providing a timely, accurate response to support in accordance with the Children’s Act.
• Create and processing new contacts. Providing advice and signposting to professionals, partner agencies, families, children, young people, and members of public.
• Gather, analyse, and summarise information from a range of sources to ensure that families receive support at the most appropriate level and to ensure safeguarding cases are escalated to managers and social workers within the MASH and OOH Team
• Identify any risks or emergencies that require immediate attention and ability to handle difficult conversations and de‑escalate tense situations.
• Maintain professional and empathetic communication and ensure clear communication and documentation during the triage process.

About you

You will be a compassionate and motivated individual, with experience working with vulnerable families and a good understanding of social care, education, and health services. You will also have a good knowledge of IT systems and have excellent communication skills. You will be able to respond to requests efficiently and professionally for safeguarding and support from a diverse and wide range of people; typically discussing personal and sensitive issues from families and adults in distress requiring help and support. You will need to be able to multitask in a fast‑paced role.

Benefits

The role offers hybrid working.

Shift pattern allowing a better work life balance.

Working alongside experienced social workers and receive regular supervision from the team manager and training opportunities.

As post holders will work on a 24 / 7 rota, a 20% enhancement will be payable on top of the basic salary. Overtime for working on bank holidays.

What we offer

We value our employees and are committed to ensuring that they enjoy a fulfilling and rewarding career with us. We understand that a happy and motivated workforce is essential for the success of our organisation. That is why we offer a wide range of employee benefits to enhance your work‑life balance, financial wellbeing, health, and professional development.

Here’s a comprehensive overview of the fantastic benefits we provide :

Work Life Balance

• Flexible Working Hours – We recognise the importance of flexibility in managing your work and personal life.
• 36 Hour Week – Enjoy a standard 36‑hour workweek for all full‑time staff.
• Generous Holiday Entitlement – You will receive a minimum of 26 days annual leave each year, in addition to bank holidays. This entitlement increases to a maximum 37 days after 10 years of service.

Health & Wellbeing

• Hillingdon Sport Leisure – Stay active and healthy with discounts at council owned leisure centres and swimming pools across the borough.
• Cycle Purchase Scheme – Promote eco‑friendly commuting with our cycle purchase scheme.
• Discount on Golf Fees – Enjoy up to 30% discounts on green fees at council owned golf courses.
• Financial Benefits – Secure your future with access to the Local Government Pension Scheme and membership to the Credit Union.
• Vivup Benefits – Access a variety of offers and discounts through our Vivup Benefits.
• Eye Care – We contribute towards eye tests and lenses for Display Screen Equipment.
• Mental Health Support – Our mental health first aiders are trained to identify, understand, and help employees experiencing mental health issues.
• Support and Counselling Services – Access free 24‑hour confidential advice and counselling as well as a legal advice service for you and your immediate family.

Commute with Ease

• Travel Support – Make your daily commute easier with our season ticket loans and free car parking. We also provide bicycle parking, lockers, and showers at the Civic Centre.

Equity, Diversity and Equality Statement

At the London Borough of Hillingdon, we are committed to creating a diverse, inclusive, and equitable workplace. We value the unique perspectives and experiences of all individuals, and we believe that our workforce should reflect the diversity of the communities we serve.

We strive to ensure that our recruitment process is free from discrimination and bias, and we are dedicated to providing reasonable adjustments to applicants with disabilities. We recognise the value of a diverse workforce and encourage applications from candidates from underrepresented groups.

Join us in building a workplace where diversity is not only embraced but also celebrated, and where every individual has the opportunity to thrive and contribute meaningfully to our organisation's success.

Additional Information

We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults. Applicants should be aware that the post will only be offered to successful candidates subject to an Enhanced DBScheck as well as other employment clearances.

Due to an expected high volume of applications, we could close this role early, we therefore recommend you apply as soon as possible to avoid disappointment.