Part-Time Referral & Triage Navigator (Maternity Cover)

ONSIDE; Massachusetts; On-site; USD 33,000 - 36,000; Part time

Benefits offered by this job

26 days annual holiday (pro rata)

Birthday off

Contributory Pension

Employee Assistance Programme

Flexible working

Job summary

ONSIDE is a charity delivering support across Herefordshire & Worcestershire. We seek a Referr al & Triage Officer (Single Point of Access Practitioner) to triage referrals, assess risk and connect individuals with appropriate internal or external services.

Training will be provided to manage sensitive information and safeguarding scenarios. The role involves initial contact with clients, risk screening, and coordinating referrals.

Qualifications

• 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 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.

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.

Skills

Communication

Interpersonal skills

Empathy

Judgement

Organisation

IT skills

Calm under pressure

Triage & risk

Flexibility

Teamwork

Education

General education

Job description

ONSIDE is a charity delivering support across Herefordshire & Worcestershire. We seek a Referr al & Triage Officer (Single Point of Access Practitioner) to triage referrals, assess risk and connect individuals with appropriate internal or external services.

Training will be provided to manage sensitive information and safeguarding scenarios. The role involves initial contact with clients, risk screening, and coordinating referrals.