Triage and Referral Officer (TRO)

We are looking for an enthusiastic, flexible, reliable, and confident person to join our Triage Team. The ideal candidate will provide support to clients via a range of channels, acting as the ‘first contact’ with the organisation for local people. They will conduct triage interviews with clients face to face, via telephone, video call and webchat to understand their problem better and in greater depth, as well as to determine the next steps for supporting them.

The ideal candidate will also need to be patient, calm under pressure and possess great communication skills and able to explain information to people from a variety of backgrounds, including those living in the community who could be considered ‘vulnerable adults. All our staff work to strict quality standards and ensure that all work is compliant with our contract funders.

Applicants need to be –

• Computer-literate, although training on our case recording systems will be given.

• Confident and have some experience of using telephony and video call systems.

• Confident in working to performance targets.

• Able to show good communications skills, both written and verbal. These are essential in the role, as are excellent customer service skills with a non-judgemental approach.

A minimum of 12 months’ experience in an advice agency or similar setting is desirable.

The role is predominantly office based, with limited remote or homeworking on an ad hoc basis.