Welcome Assessor – Healthy Ageing Norfolk

Norfolk Citizens Advice

King's Lynn

Hybrid

GBP 23,000 - 28,000

Full time

7 days ago

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Job summary

Norfolk Citizens Advice is seeking a Welcome Assessor to be the first point of contact for residents referred into Healthy Ageing Norfolk. You will carry out holistic wellbeing assessments and connect people to the right support via HAN pathways and partner services.

You will manage a caseload, maintain accurate records, and participate in training to continuously improve the service, with a hybrid pattern of home and office working across Norfolk.

Qualifications

Experience of talking with people about personal or sensitive matters.
Excellent listening and communication skills.
Ability to maintain confidentiality and handle sensitive information.

Responsibilities

Talk with residents and understand what matters to them.
Decide the right support and make good referrals.
Keep people safe and keep good records.
Manage your caseload and work towards targets.
Learn and help improve the service through training and supervision.

Skills

Active listening

Questioning skills

Empathy

Record keeping

safeguarding

IT literacy

Communication

Tools

Case management systems (Casebook/Mosaic)

Job description

When someone is referred into Healthy Ageing Norfolk (HAN), you’ll be the first person they speak to. Some will know exactly what they need. Others will be worried, unsure or reluctant to ask for help. Your job is to listen, find out what really matters to them, and make sure they get the right support – first time.

Over the phone, you’ll talk with people about their health, home, money, mobility and connections with others. You’ll help them choose a few realistic goals, then link them up with the right help, whether that’s information they can use straight away, or a referral to one of our HAN delivery partners: Norfolk Citizens Advice, Age UK Norwich and Voluntary Norfolk, or other local services.

It’s a role for someone who is warm, curious and organised – someone who can put people at ease, ask good questions and spot when something isn’t right. You’ll be part of a friendly, close-knit team, so we’re looking for someone who enjoys working with others – sharing ideas, offering a helping hand and supporting colleagues. You don’t need to have done this exact job before. Full training is provided.

About Healthy Ageing Norfolk

Healthy Ageing Norfolk is a partnership between Norfolk Citizens Advice, Age UK Norwich and Voluntary Norfolk, working together to proactively improve the health, wellbeing and independence of people aged 50 and over across Norwich, Broadland, South Norfolk and Great Yarmouth.

The Welcome Team is the front door to the programme. Every resident referred to HAN starts with a conversation with a Welcome Assessor, so the team plays a central part in making sure people get support that fits their lives, without duplication or delay.

Norfolk Citizens Advice is a trusted local charity supporting thousands of people each year across seven offices in Norfolk. With around 50 staff and 125 volunteers, we provide free, confidential and impartial advice to help people resolve their problems, improve their wellbeing, and navigate difficult times.

We are one of the county’s most trusted and enduring charities, supporting people through some of the most difficult moments in their lives. For more than 80 years, the service has been the place people turn to when they do not know where else to go. Today, we work in many towns offering walk‑in services, but also in lots of other sites such as community centres, hospitals, building societies, and foodbanks. No two days look the same, and every setting offers the chance to change a life.

The scale and impact of our work is extraordinary. Last year we helped over 18,000 people tackle complex issues‑debt, housing, benefits, family relationships, employment and consumer problems‑ensuring they get the advice and advocacy they need to move forward with confidence. Our support improves wellbeing, strengthens resilience and often prevents problems from spiraling into crisis. Many clients report on better mental and physical health because of our support.

We have long worked with Norfolk’s health system. Our partnerships with NHS organisations and local health services have ensured that advice is available where it has the greatest impact on wellbeing. Financial strain, insecure housing and employment worries often sit beneath poor mental or physical health. By addressing these social factors, our staff and volunteers reduce stress, improve stability and support healthier futures. Last year, we gave advice on over 71,000 issues affecting clients’ lives.

We work to the highest standards. We hold the Advice Quality Standard accreditation and maintain the highest rating of externally assessed performance. We are also authorized and regulated by the Financial Conduct Authority and hold Cyber Essentials and are working towards Cyber Essentials Plus in 2027.

What truly sets Norfolk Citizens Advice apart is the people. Our staff and volunteers are compassionate, welcoming, and committed to an inclusive approach. They bring energy and insight to solving problems, and they care deeply about making life better for the individuals and families we serve. When you join us, you become part of a team that supports each other, learns together, and takes pride in doing work that matters.

If you’re looking for a role with purpose - one that offers variety, challenge, human connection and the chance to make a measurable difference - Norfolk Citizens Advice is the place for you. Here, your work isn’t just a job. It’s a contribution to a stronger, healthier and more resilient Norfolk.

Job Description: Welcome Assessor

To provide a professional, person‑centred first point of contact for residents referred into Healthy Ageing Norfolk; to carry out holistic wellbeing assessments that identify people’s needs, risks and priorities; and to connect them to the right support through the programme’s agreed pathways and partner services.

What you’ll do

1. Talk with residents and understand what matters to them

Contact residents referred to the programme within agreed timescales, explaining HAN, the Welcome Team’s role, consent and the support available.
Carry out structured wellbeing conversations by telephone covering, as relevant, health, mobility, falls, housing, money and benefits, loneliness, caring and community connections.
Support people who are distressed, reluctant to engage or in complex circumstances with patience and respect.
Help each person prioritise a small number of realistic goals and agree next steps.

2. Decide the right support and make good referrals

Review referral information, fill in any gaps and check eligibility and location.
Use the programme’s agreed criteria to decide the right level of support for each person, recognising when more intensive help is needed and avoiding duplication of support already in place.
Provide information, signposting or direct referral to HAN partners and wider community services.
Write clear, accurate referral summaries and work with referrers and partners to resolve issues and coordinate support.
Handle out‑of‑scope referrals, declined support and case closures in line with service guidance.

3. Keep people safe and keep good records

Recognise signs of abuse, neglect, self‑neglect, exploitation, financial harm and urgent welfare concerns, and follow safeguarding and escalation procedures promptly.
Obtain and record consent, and share information only in line with HAN’s information‑sharing agreements.
Keep accurate, timely records on the programme’s client record system (Mosaic) and other systems such as Casebook where needed.
Make clear in records what the resident has said, what others have told us and what you have observed, so every case has a clear audit trail.

4. Manage your caseload

Manage your caseload, prioritising calls, callbacks and admin to make the best use of time without losing quality.
Work towards agreed individual and team targets for assessments and timeliness, taking account of case complexity.
Take part in supervision, case audits and feedback, and raise workload pressures or barriers early.

5. Learn and help improve the service

Complete programme training, including safeguarding, information governance, assessment techniques, referral pathways and case recording.
Keep your knowledge of local support services up to date and share ideas to improve referrals and the service.
Travel to designated office locations across Norfolk as reasonably required for team working, training and supervision.

Person Specification

Experience of talking with people about personal or sensitive matters, by phone or face to face.
Excellent listening skills and the ability to build trust quickly over the phone, including with people who are distressed or have complex needs.
The ability to ask clear, structured questions, draw out what matters most and help someone agree practical next steps.
Good judgement about when to give information, when to refer and when to elevate a concern.
An understanding of why safeguarding matters and a willingness to act promptly on concerns.
Clear, concise and accurate written records.
Good organisation: able to manage a caseload and work towards targets while keeping quality high.
Confident using IT, including Microsoft Office, email and databases or case management systems.
A commitment to confidentiality, equality and a person‑centred approach.
A good team worker who supports colleagues, shares knowledge and contributes positively to the wider team.
Experience in advice, health, social care, housing, community or voluntary sector work.
Knowledge of local support services in Norfolk.
Experience of carrying out assessments or making referrals between services.
Experience of using a case management system such as Casebook or Mosaic.
Understanding of data protection and information sharing.