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Triage & Engagement Administrator
2 weeks ago
About Us
Malachi is an innovative specialist therapeutic family support organisation founded in 1991. We work across the Midlands and Staffordshire providing support in over 300 schools and community settings to parent/carers, young people and professionals through a range of counselling based therapeutic interventions to create lasting change.
About the role
As a Triage and Engagement Administrator your primary role will be to process incoming referrals for the Community Family Support Service operated in conjunction with Staffordshire County Council.
You will contact parents following a referral into our service, explaining who we are and what support we can offer. You will detail what their support may look like and to confirm this is something that they wish to actively partake in. It will be vital that a family have absolute clarity of their role in our support and understand our service and inform them of when they will have contact from their allocated worker.
You will then liaise with Managers and Family Support Workers to ensure that the family's referral is allocated to a Family Support Worker to ensure that we are supporting as many families as we are able to within appropriate time scales, ensuring that there is an efficient and effective transition for the family from waiting list to commencement of support.
About You
As a Triage and Engagement Administrator you will need to be an energetic communicator with excellent engagement and interpersonal skills with the ability to communicate effectively with parent/carers colleagues and professionals. You will be committed to enhancing the lives of children, young people and their families. You will also need to be emotionally resilient and be able to maintain a professional relationship.
You will also believe in the companies' goals and mission statement and be able to offer support and challenge to staff when required.
Responsibilities
- Be the first point of contact for families and triage their referral in a professional, friendly, and timely manner
- Effectively promote Malachi Family Support services, empowering parents to engage in support
- Provide accurate and detailed information regarding our service, ensuring parents feel informed and supported
- Communicate with other agencies/referrers/schools in a professional and timely manner
- Communicate with families currently open to support and seek feedback from them where their weekly engagement maybe declining.
- Maintain accurate records of all communications
- Input and maintain accurate information in computer systems for Outcomes Stars via Triangle
- Collaborate with the wider team to ensure the smooth running of the triage process and the efficient management of FSW capacity
- Prepare reports to line management
- Maintain confidentiality when dealing with sensitive information
- Act on any safeguarding concerns immediately, following due process
What we are looking for.
· Excellent telephone skills to handle calls with a variety of queries, while maintaining a compassionate yet task-focused approach, even under pressure.
· Someone with a friendly, approachable demeanour and a strong ability to speak confidently with parents and professionals from other agencies
· Detail-oriented, with strong organisational skills.
· Enthusiastic and driven, with a passion for providing outstanding service to families in need of support
· Competent and confident with computers - MS Office, Outlook, Word, and Excel is essential
- Ability to manage own workload whilst working in a busy team. Prioritising tasks to suit workflow demands
- Experience of admin/reception in an education or care setting would be beneficial
Technical Spec
This role a part time role working 20 hours spilt across 5 days with flexible hours to be negotiated with the successful candidate.
It is envisaged that this will be a remote role however from time to time there may be cause to travel to meetings at bases/ partners locations therefore access to a vehicle would be preferential but not essential.
An enhanced DBS will be required for this post.
Fix term contract until 31st March 2027
Job Types: Part-time, Fixed term contract
Contract length: 15 months
Pay: £12,655.00 per year
Expected hours: 20 per week
Work Location: Hybrid remote in Birmingham B13 0PT
