Triage and Referrals Officer (TRO)
MILTON KEYNES CITIZENS ADVICE BUREAU
8B Clarendon Drive, Wymbush, Milton Keynes MK8 8ED
Full-time
Listed today
Citizens Advice Milton Keynes Job Description Role: Triage and Referrals Officer (TRO) Location: 8B Clarendon Drive, Wymbush, Milton Keynes MK8 8ED Reports to: Head of Operations Band Hours: 5 TBA This job description is a guide to the work that you will initially be required to undertake. It may be altered from time to time to meet changing circumstances and operational requirements. Context of Role: Role purpose The TRO is the first point of contact for members of the public contacting Citizens Advice by telephone or via one of our digital channels – video call, webchat, or e-mail. The TRO will establish what the client’s issue is, ensure that all relevant information is collected and help them resolve the issue by providing advice whenever possible or provide the best next step. The TRO will also act as a point of contact for third party agencies supporting vulnerable people in Milton Keynes such as Mental Health Advocates, Social Workers and other voluntary groups. Key Objectives: • To support the organisation in delivering a professional, comprehensive. multi-channel advice and information service. • To ensure effective liaison by telephone with external agencies supporting vulnerable people in Milton Keynes. • To achieve compliance with any targets set by the organization or its funders that relates to call handling i.e. volume, response rates or time scales. • To develop knowledge and expertise covering the full range of enquiry areas. Key Responsibilities: • Accept inbound telephone, video call and digital enquiries from local people and third-party agencies. • Make outbound callbacks via multiple channels when necessary. • Assess clients’ issues by using sensitive listening and questioning skills and identify and summarise the essence of the client’s problem. • Clearly identify what the client wants. • Assess and agree the appropriate level of service, taking into consideration the client’s ability to take the next step themselves, the complexity of the problem and the resources of Citizens Advice Milton Keynes Identify key information about the problem including time limits, key dates and any requirement for urgent advice or action (using Adviser Net and citizensadvice.org.uk, scripts and any other diagnostic tools, as necessary). • • Provide either detailed or general advice from Adviser Net, citizensadvice.org.uk and other authorised advice sources. July 2025 Citizens Advice Milton Keynes Job Description • Refer clients appropriately (both internally and externally) to suit clients’ needs following agreed protocols, including making arrangements and informing clients/third parties of what to expect. • Signpost clients appropriately to suit their needs following agreed protocols. • Record information given during triage interviews onto the Casebook case recording system and/or other systems as appropriate. • Be able to provide triage for clients using any of the services operated by Citizens Advice Milton Keynes – i.e.- general adviceline, help to claim line, digital drop in and designated helpline numbers. • Provide occasional casework supporting some clients, where appropriate, by phone or video call over an agreed period and exploring the full range of advice options for the client. • Ensure that all advice work conforms to Citizens Advice quality standards • To manage assigned caseload and highlight minor potential problems to line manager • To highlight major issues relating to the service to the Director and Head of Operations or Head of Casework. Reporting and Social Policy: • Provide statistical information on the number of clients and nature of cases and provide regular reports to the management team. • Assist with social policy work by identifying suitable cases that demonstrate injustice or unfairness and refer to the Campaigns & Research Co-ordinator. Professional development • Keep up to date with policies and procedures relating to advice work and undertake appropriate training. • Attend relevant internal and external meetings in agreement with your line manager. • Prepare for and attend supervision sessions/staff meetings/management team meetings as appropriate. Other duties and responsibilities • Maintain close liaison with relevant external agencies. • Carry out any other tasks that may be within the scope of the post to ensure the effective delivery and development of the service. • Demonstrate commitment to the aims and policies of the Citizens Advice service. • Abide by Health and Safety guidelines and share responsibility for own safety and that of colleagues. July 2025