Recovery Focus
Single Point Of Contact (West Midlands)
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Single Point of Contact (SPOC) (Gambling Prevention Team)
Location: West Midlands
Working Hours: 37 hours (full-time)
Contract Type: Permanent
Salary: £25,878 - £27,290
Make a real difference in your community.
Are you an organised, compassionate individual with excellent communication skills and a passion for helping people access the support they need?
At Aquarius, we help people and communities overcome the harm caused by alcohol, drugs, and gambling. We're looking for a Single Point of Contact (SPOC) to join our Gambling Prevention Team, providing a welcoming, professional, and supportive first point of contact for people affected by gambling-related harm.
This is a rewarding opportunity to play a key role in ensuring individuals, family members, carers, and professionals receive timely advice, guidance, and access to the right support.
About the Role
As a SPOC, you will be the first point of contact for our Gambling Prevention Service, managing enquiries from individuals seeking support, concerned others, and professionals, making referrals, seeking training, or requesting a workshop/drop in/event in their area/service. You'll provide information, complete initial screenings and assessment triage where appropriate, book appointments, and ensure people are connected to the most suitable service.
Alongside managing booking for and data entry for the outreach team.
Working closely with practitioners and partner organisations, you'll help ensure enquiries and referrals are managed efficiently, safeguarding concerns are responded to appropriately, and service users, professionals, and partners receive a positive experience from their very first interaction with Aquarius.
What You’ll Do
- Respond to incoming calls, referrals, and enquiries, providing a professional, compassionate, and person-centred first point of contact.
- Complete initial screenings and triage assessments, arrange appointments, and ensure individuals are directed to the most appropriate support.
- Manage enquiries from individuals seeking training or requesting a workshop/drop in/event in their area/service.
- Maintain accurate electronic case records and manage referrals, appointments, and service information using case management systems.
- Work collaboratively with colleagues and partner agencies to ensure safeguarding, risk management, and information sharing processes are followed.
- Contribute to the smooth day-to-day operation of the service, supporting continuous improvement, and delivering an excellent experience for service users and professionals.
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To Succeed in This Role, You’ll Need:
- Experience working with vulnerable individuals within health, social care, gambling, substance misuse, or a related support service.
- Excellent communication and telephone skills, with the confidence to manage sensitive conversations in a calm and professional manner.
- A good understanding of safeguarding, confidentiality, risk management, and person-centred support.
- Strong administrative and IT skills, including Microsoft Office and experience maintaining accurate electronic records.
- The ability to work effectively as part of a busy team, managing competing priorities while maintaining a compassionate, non-judgemental approach.
Please note: The salary listed reflects the full earning potential for this role. Starting salaries depend on experience and progression within the band.
About Waythrough
Waythrough was formed in 2024 following the merger of Humankind and Richmond Fellowship. Together, we’ve created one of the largest mental health and social support charities in England.
Every year, we support around 125,000 people through nearly 200 services – and it’s all made possible by our 3,500 brilliant staff and volunteers.
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Make a real difference in your community
Are you passionate about helping others live safer, healthier, more independent lives? Join our team at Waythrough and support people facing challenges around mental health, substance use, housing, or domestic abuse. This is more than just a job – it’s a chance to build meaningful relationships and create lasting change.
What We Offer
We value the people who make a difference every day. Alongside meaningful work, you’ll enjoy a comprehensive benefits package:
- 27 days’ annual leave, rising to 32 after 1 year (plus bank holidays)
- Pension scheme with 4.5% employer contribution, matched up to 6.5%
- Life assurance (3× annual salary)
- Enhanced sick pay and family-friendly pay
- Birthday leave and the option to buy up to 5 extra days’ annual leave
- Professional fee reimbursement for relevant qualifications
- 24/7 online GP access and Employee Assistance Programme
- Recognition and long service awards via our Way to Go and Aspirations portals
- £500 Recommend a Friend bonus
- Cycle to Work scheme and Credit Union membership
- Discounts via Blue Light Card, Charity Discounts, Extras, and Tickets for Good
- Free will writing service and wellbeing initiatives throughout the year
Inclusion and accessibility
Waythrough is proud to be an equal opportunities employer. We welcome applications from all backgrounds and communities, especially those with lived experience of the issues we support.
We have signed up to the Disability Confident Scheme - all applicants are welcome, and adjustments can be made to enable fair participation.
If you need adjustments or support to apply, please email our recruitment team: recruitmentteam@waythrough.org.uk
Closing Date: 2026-08-12
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