Triage and Information Officer

Salary: £25,176 plus £480 homeworking allowance FTE per annum (£15,105.60 + £288 homeworking allowance per annum for part-time, 22.2 hours per week)

Hours of work: 22.2 hours per week (0.6) over 3 -4 days – to be negotiated with successful candidate (Part-time)

Contract: Permanent

Location: Home-based in the Wiltshire area, with a requirement for occasional travel

This is not a Wiltshire Council vacancy therefore please contact Family Action for further information.

A bit about us:

At Family Action we support people through change, challenge or crisis. It’s what we’ve done for over 150 years. We protect children, support young people and adults and offer direct, practical help to families and communities.

We see first-hand the power of family to shape lives, for better or worse, so we speak up for the importance of family in national and local policymaking, amplify family voices and represent the changing needs of families in the UK today.

All about the role:

As Wiltshire SENDIASS Triage and Information Officer, you will provide a high quality first point of contact to parents, children, young people, carers, and professionals who reside in Wiltshire and are contacting the statutory Special Educational Needs and Disabilities Information Advice and Support Service.

The service provides confidential and impartial advice on the rights in the SEND process and other relevant legislation and SEND policy, supporting navigation through the SEND assessment process.

This role is to provide up-to-date local information, make an initial triage judgement about the appropriateness and urgency of any requests for service and signpost to other services as appropriate, taking advice from the Project Manager, as necessary.

The post holder will also lead on the external information and communication channels, including the shared email accounts, voicemail service, service websites, and social media platforms.

There is a requirement for the post holder to undertake a minimum of Level 1 Legal Training (IPSEA), which comprises e-study of up to 30 hours and face-to-face training for one day funded by the service within 3 months of being in post.

The post holder will be expected to maintain confidentiality and impartiality at all times and may from time-to-time experience contact with families that could be upsetting and challenging.

Main Responsibilities:

• Act as a helpful, clear, and efficient first and central point of contact for the services by telephone, email, text, social media, service websites and in person. To assess their information and guidance needs and provide up-to-date information and guidance on services which meet those needs, signposting appropriately.
• To make initial triage decisions in relation to whether there is an urgency or relevance for further input and support from SENDIASS Case Workers, gaining advice from the Project Manager when appropriate.
• To respond to information requests by the public (children, young people, and adults), colleagues, professionals, and partners according to the service customer care Minimum Standards of Delivery, in a confidential, impartial and timely way.
• To undertake a programme of feedback and evaluation with children, young people, parents and carers and professionals who have used the service. To contact service users via a range of access channels and systematically record and report on trends and findings for strategic reporting.
• Under the direction of the Project Manager, to oversee social media accounts; to research and create content in line with organisational guidance; add and share relevant posts and review and respond to posts from the public and other professionals. To create reports of analytics and usage for strategic reports.