Purpose of Role
Our client-facing advice services are delivered through a tiered model, with each tier reflecting the level of complexity and expertise required to support clients effectively. This role forms part of Tier 1 within the structure.
Tier 1 – Information, Guidance & Signposting
Tier 2 – Generalist Advice & Casework
Tier 3 – Specialist Advice & Complex Casework
As a Triage Assessor, you’ll deliver Tier 1 access, initial assessment, triage and support. You will service as the first point of contact, ensuring clients’ immediate needs are identified, emergency issues are triaged, and individuals are seamlessly routed into Tier 2 sustained Casework or Tier 3 Specialist intervention.
Main Duties and Responsibilities
Assessments
- Use active listening and questioning skills to understand what each client needs, identifying key information such as time limits, important dates and any requirement for urgent advice or action.
- Consider the complexity of the issue and how much the client is able to do themselves, then agree on the most appropriate level of support together.
- Signpost and refer clients to the right services, internally and externally, making sure they know what to expect next.
- Keep clear records of each assessment on our client management system, completing these within target timelines.
Administration
- Attend internal and external meetings as agreed with your line manager.
- Prepare for and attend supervision sessions and team meetings.
- Manage your workload using task lists to make sure work is completed, deadlines are met and cases are closed in good time.
- Contribute case studies for reporting purposes when needed.
Targets
- Work towards agreed targets for your role, keeping your line manager informed if you run into any difficulties.
Learning and Development
- You’ll be supported to learn our client management system and advice resources so you can find, interpret and communicate the right information with confidence.
- Stay up to date with changes to advice, policies and procedures, and take part in training - making sure any mandatory training is completed on time.
- Take ownership of your own development by seeking out learning opportunities, including reading relevant publications.
Research and Campaigning
- Play an active part in local and national campaigns by sharing relevant information, working closely with your line manager.
Other Duties and Responsibilities
- Share our commitment to the aims, principles and values of the advice service.
- Prepare for and participate in regular one to one supervision and team meetings.
- Take on any other tasks within the scope of your role that support the effective delivery and development of the service.
- Look after yourself and your colleagues by following our health and safety guidelines.