Accommodation Triage

**PENNINE DOMESTIC ABUSE PARTNERSHIP**

**Role Profile - Triage Worker**

**JOB TITLE**: **Triage Worker**

**SALARY**:£24,000- £26,000 per annum

**RESPONSIBLE TO**: KBOP Manager

**HOURS**: 37.5 flexible working between hours of 8am - 6pm

Monday to Friday

**Annual Leave**:29days pro-rata + Bank Holidays

**Pension**: 6% employer’s contribution

**Health Benefits**:Health Care Cash Plan

Employment Mental Wellbeing Scheme

Flexible working hours according to the needs of the project. Option for limited home working where agreed with line manager and in consultation with SLT. Evening and weekend work as required. Annual leave and time off in lieu to be taken at times to meet the requirements of the organisation and with the prior agreement of the Head of Operations.

The post is based within Pennine Domestic Abuse Partnership (PDAP)

**OVERALL OBJECTIVES**

To work within the PDAP community team to ensure the smooth running of PDAP’s referral, and assessment help line, providing immediate safety advice and support to victims of domestic abuse, professionals and members of the public and triaging them to the correct PDAP team for longer term support and into accommodation services.

**PARTICULAR TASKS OF THE POSTHOLDER**
- Answer calls to the PDAP Helpline, triaging victims of domestic abuse to the correct service and providing immediate emotional and practical support.
- To facilitate the smooth running of the PDAP referrals, and assessments helpline.
- To deal with telephone/helpline enquiries and referrals, inputting relevant information onto PDAP case management systems.
- To make onward referrals and signpost where appropriate.
- To liaise with internal and external agencies where appropriate, including safeguarding referrals.
- To provide advice, information and assistance to anyone contacting PDAP
- Ensure that the relevant data is collected so that the outputs and outcomes for monitoring are recorded.
- Develop and maintain the necessary documentation to ensure the smooth running of PDAP helpline and referral systems, including referral forms, relevant monitoring and case management notes.
- To work alongside the other PDAP triage worker to provide the best quality service to anyone getting in touch with PDAP
- To be responsible for the social media platforms when requested by line manager

**Organisational Development**
- To participate in, and support organisational policy development and implementation
- To ensure that the views of clients and stakeholders are fedback to SLT in order to shape and develop services.

**Internal and External Liaison and communication**
- To promote PDAP ethos and values across the organisation
- To liaise with other agencies on behalf of the organisation, volunteers and service users and represent the wider complexities of those experiencing domestic abuse
- To represent PDAP operationally where required, attending advisory groups and participating in local forum meetings, influencing how stakeholders deal with domestic abuse and to publicise PDAP services.
- To develop and maintain good positive working relationships and referral pathways with relevant agencies and professionals
- To attend and participate positively in relevant meetings, training, supervision and annual appraisals

**Other**
- To undertake other related duties required by your manager, the CEO and Board of Trustees
- To keep up-to-date with national and local government decisions, policy and agendas pertinent to domestic abuse and PDAP, implement this learning to develop services and enhance the work PDAP carry out, also disseminate learning, knowledge and awareness to colleagues
- To undertake all other reasonable tasks requested by the senior leadership team
- To take part in PDAP on call rota for out of hours calls.

**_It is essential to the development of PDAP service delivery that the post holder is able to respond flexibly to changes in the requirements of this post. This job description is therefore a guide and not an exhaustive list of all responsibilities the post holder may have over time._**

**Person specification**

**Knowledge**

**You will be required to**:

- Have an understanding of the context of DA services and best practice when working with victims of domestic abuse/ or in a related field such as health/ safeguarding/ policing

**Experience**

**You will need**:

- Experience of providing excellent telephone triage services/ reception or equivalent front of house services (essential)
- An excellent telephone manner and a commitment to customer service (essential)
- Ability to communicate effectively to a wide range of people including victims of domestic abuse and professionals (essential)
- The ability to listen and provide effective advice, emotional and practical support to victims ringing in crisis (essential)
- The ability to work in a fast paced environment and prioritise effectively (essential)
- Good IT skills and organisational skills (essential)
- The ability