Welsh Refugee Council
Triage Officer
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Job Title: Triage Officer
Report to: Single Advice Fund Project
Salary: £24,497 per annum FTE, pro rata
Duration: Fixed term until 31 March 2027
Hours: 28 hours per week
Location: Main base Newport office. Also expected to provide cover at other WRC offices when necessary.
Annual benefits pro rata:
- 27 days leave, increasing by 1 day per annum to a maximum of 30 days
- Up to 2 days paid volunteering leave
- Up to 3 days paid carers leave
- Up to 5 days paid study leave related to role
- 5% pension
- Wellbeing: Access to company paid counselling support and cash back plan for healthcare
- Enhanced maternity pay
We are the Welsh Refugee Council
You will be joining us at an exciting time in our journey, helping us and the sector to support those who are forced to seek safety. With over 36 years’ experience, we are trusted by the communities we serve and are seen as the lead organisation in Wales for sanctuary seekers and refugees.
You will work with amazing like-minded people who strive to make a difference every day, and challenge hostile practices that limit people’s potential.
Purpose of the post
To provide a professional, welcoming and responsive first point of contact for clients accessing WRC services. This includes welcoming clients, creating new Inform records, maintaining accurate and up-to-date client information, and responding to telephone, email and face-to-face enquiries. The post holder will assess clients' needs, arrange appointments, support drop-in clients, and ensure clients are referred to the most appropriate service or organisation.
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The ideal candidate will be:
- Passionate about supporting refugees and people seeking sanctuary
- Have excellent communication and interpersonal skills, with the ability to build positive relationships with clients and colleagues
- Organised, proactive, and able to manage a busy workload while using their own initiative
- Demonstrate empathy, emotional intelligence, and resilience when working with vulnerable people
- Committed to delivering high-quality, person-centred services while upholding safeguarding, equality, diversity, and confidentiality standards
Major duties and responsibilities
Client services:
- Handle daily phone inquiries from service users and external agencies via our dedicated freephone helpline and online service, ensuring access for those in remote areas.
- Accurately capture client and external agency data for monthly and quarterly reporting to funders.
- Report any incidents or safeguarding concerns and log them in the system.
- Allocate cases to caseworkers based on planned structures, balancing workloads (e.g., scheduled and emergency appointments).
- Work with managers to handle difficult situations, such as distressed or abusive clients.
- Identifies urgent or high-risk needs and escalates appropriately.
Conflict management:
- To report to the Line Manager or Duty Manager or intervene in cases where a client is being either verbally or physically aggressive towards staff, volunteers, visitors or other clients. In certain circumstances, to ensure the safe removal of clients who are deemed to be verbally or physically aggressive.
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General:
- Assist in the reception area, this will involve creating and updating Inform account.
- Follow Triage and Inform recording procedures.
- To participate in fire safety, including testing of the fire alarms.
- To carry out all duties in accordance with the principles of the WRC’s Confidentiality Policy and within agreed norms of impartiality and boundaries.
- To carry out the job in accordance with the aims, core values and appropriate procedures of WRC.
Development:
- To participate in staff meetings, training and development, supervisions and appraisal.
Flexibility:
- To deliver the service, a degree of flexibility is needed, and the post holder may be required to perform work not specifically referred to above. Therefore, the post holder is required to be flexible and co-operative in carrying out other reasonable duties and responsibilities.
For further information on this role, please visit our website: https://wrc.wales/triage-officer/
Application deadline: Wednesday 9 September at 9:00.
Interviews will likely be held on 22 and 23 September 2026 at our Cardiff office.
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