Triage Adviser (3 positions available)

Role Purpose: The Triage Worker will find out what help each resident needs, identify urgent or safeguarding concerns, provide basic information where appropriate and arrange the right specialist support. The role will keep clear and accurate records throughout.

Key Responsibilities:

• Handle referrals and enquiries by telephone, email, digital portal and warm handover within agreed timescales;
• Explain the service and confirm eligibility, consent, contact preferences and any communication or accessibility needs;
• Listen carefully and ask clear questions to understand the resident’s circumstances and the help they need;
• Identify financial needs, urgency, vulnerability and safeguarding concerns, taking immediate action or escalating where required;
• Give basic information and signposting within the role’s training and competence, without giving specialist advice beyond the role’s boundaries;
• Use the agreed triage process to direct residents to Primary Advice, Income Maximisation, Debt Advice, contract specialist support or an external service;
• Book appointments, explain next steps and tell residents what information or documents they may need;
• Manage callbacks and unsuccessful contact, and remain responsible until a referral or handover is accepted;
• Keep clear, accurate and timely AdvicePro records, including contact attempts, decisions, reasons, actions and outcomes, while checking for existing cases and avoiding duplicates;
• Handle concerns and complaints, provide information for reporting and help improve the service while following Auriga’s policies, including data protection and safeguarding

Requirements:

• Be prepared to obtain and maintain an enhanced DBS certificate;
• Have experience in customer service, contact centre, triage or advice support;
• Knowledge of welfare benefits, debt or financial inclusion is desirable;
• Listen carefully, ask clear questions and built rapport quickly;
• Communicate clearly with residents who may be vulnerable or need reasonable adjustments;
• Handle difficult and emotional conversations calmly and professionally;
• Be able to organise and prioritise work to meet deadlines and service standards
• Use sound judgement and know when to seek advice or escalate
• Record information accurately and use Microsoft Office, Case Management and databases confidently;
• Understand confidentiality, data protection and safeguarding

Interview dates: Applications will be reviewed on a rolling basis. The vacancy may close should a sufficient number of suitable candidates be identified.
Location: Microsoft Teams