Job title: Advice Triage Worker x 2

Responsible to: Senior Advice Worker - Social Work

Duration: Permanent

Location: Home-based (with frequent travel and work in London) or office-based (Vauxhall)

Working Hours: 30 hours per week (9.00am-3.30pm).

Salary: £23,500 (out of London) to £26,726 (including London weighting) pro rata

Closing date: 9am on Monday 26 February 2024

Interview date: Friday 8 March 2024 (online)

About the role:

Are you the type of person who remains calm in a crisis? Are you able to support people to understand quickly and effectively what support they need today?

The role of Advice Triage Worker is pivotal in supporting kinship carers to access the right information and advice to help them take action which will empower them and help them to move forward.

In this role, you are the first point of contact with kinship carers, and this will sometimes involve talking to kinship carers in high crisis. It will be your job to calm a situation quickly and support people to communicate what they need so you can either signpost to support or refer them to a colleague for more in-depth advice.

Overall, you’ll focus on live calls, but you’ll also need to be able to respond to email, text, WhatsApp and online chat and other channels as we develop the service.

What you'll be doing:

• Respond and triage all enquiries through Kinship Advice Service incoming channels in line with Kinship service framework and standards.

• Meet response targets and performance indicators as directed.

• Assess vulnerability and risk in relation to enquiry to prioritise and respond to service users' needs, making referrals and signposting in a timely manner.

• Maintain appropriate boundaries and effective control of enquiries to deliver targeted support.

What you'll need to demonstrate:

• Working experience within an advice, assessment or triage service.

• Ability to assess situations accurately and quickly.

• Ability to communicate clearly with sensitivity and tact showing empathy in complex situations.

• Working knowledge of key areas that impact on kinship carers e.g. safeguarding, finance, legal, benefits, behavioural and social care needs.

• Significant in-depth subject knowledge (or ability to develop) to deliver consistent and up to date advice, e.g. kinship care.

  Full job pack can be found here.