Triage Officer

Job Summary

To be the initial point of contact for customers accessing Huddersfield Mission services. To provide initial stage advice and assistance on a variety of needs. To work within the Advice Team to ensure the smooth running of Huddersfield Mission’s drop-in service, responding to requests for advice and support to customers and triaging them to the correct team member for support.

Main Responsibilities

• Act as the first point of contact for clients referred in to the service, ensuring that comprehensive impact and risks assessments are completed and a tailored response to each client’s needs is provided.
• To ensure the effective delivery of the Mission advice drop-in, telephone support service and appointments service
• Maintain accurate and confidential case management records and contribute to monitoring information for the service
• To make onward referrals and signpost where appropriate to other sources of help, such as statutory and non-statutory agencies
• To work with our Community Champion and other health partners to support customers underlying health needs particularly where these might be addressed with community-based intervention.
• To ensure impartiality and confidentiality when dealing with customers
• Regularly update electronic case records using our Lamplight – our CRM system to enable continuity of casework, monitoring and information retrieval.

 Organisational Responsibilities

• To work in a non-judgemental, person-centred, asset-based way to enable customers to achieve positive outcomes, such as maximising income or accessing health and wellbeing services.
• A commitment to safeguarding children and adults at risk and to take appropriate action, in line with our Safeguarding Policy and procedures under the direction of our Designated Safeguarding Leads.
• To manage customer behaviour within the Mission policy.
• To implement and adhere to all Mission policies and practices in relation to all aspects of our work
• Any other duties and responsibilities, identified by the Advice Services Manager as are within your capabilities and level of responsibility, in order to meet the needs of the Huddersfield Mission
• To participate in meetings at the Mission, to promote partnership working with other support services within Kirklees
• To liaise with internal and external agencies where appropriate, including safeguarding referrals.

Employee Benefits

In addition to a competitive salary, we offer a stakeholder pension scheme where we will match the employee contributions up to a maximum of 6%.
We offer an employee Support program where staff can access a range of health and wellbeing activities.

Huddersfield Mission

Huddersfield Mission seeks to be a safe place for all in the heart of Huddersfield. We are an open and inclusive organisation that works with a wide range of people, but we recognise that we are particularly well-known for our work with people who are experiencing significant poverty, mental health, homelessness or addiction. Our strapline is Serving People, Changing Lives which highlights our approach of dealing with immediate needs and long-term or underlying causes. We value our staff and volunteers and support them with appropriate training and personal development.

Please see the job description and person specification for the full details.