Triage Lead

The triage team is the first point of contact for members of the public and/or organisations who want to raise concerns about a social worker in England. The triage team is responsible for receiving and reviewing all new concerns that are submitted to us and deciding whether there are grounds to investigate those concerns (referred to as the triage decision). Full training will be provided and is specific to the role.

**Purpose of the role**

As a triage lead you will be responsible for overseeing a small team of triage officers, who log and progress concerns through the triage process, including making recommendations about whether the threshold for investigation is met. As part of the role, you will be responsible for the allocation of new concerns to team members, will participate in and lead on triage decision making and manage a small number of concerns considered to be high risk or high profile. You will work closely with the triage manager to ensure that concerns are progressed in a timely manner and that change initiatives and continuous process improvement is affected within the triage team.

By ensuring that the triage team progresses fitness to practise cases through the triage process in a timely manner and that our decision making is robust and in accordance with the relevant statutory framework, you will be contributing to our key duty of protecting the public.

**What you will do**
- Line manage a team of triage officers, providing regular supervision, supporting the team to progress cases through the triage process in a timely manner and acting as point of escalation where team members are experiencing difficulties in progressing cases.
- Lead on the allocation of new incoming concerns to team members, providing any necessary initial direction and ensuring consideration is given to whether an interim order may be required.
- Manage high profile/complex concerns and escalate issues where appropriate, to ensure public safety is maintained at all times.
- Contribute to Social Work England making well-reasoned, robust, timely and consistent triage decisions by participating in and leading triage decision making, alongside the triage manager, drafting triage decisions and approving written triage decisions of other members of the triage team.
- Maintain accurate records and case information, using the case management system to ensure the integrity of data and safeguarding of privacy.
- Respond to stakeholder complaints.
- Work with the triage manager to ensure timely progression of cases through the triage process, in line with triage guidelines and key performance indicators, through the use of management information and regular review and monitoring of cases.
- Work with the triage manager in training and developing team members.
- Work with the triage manager and wider fitness to practise management to ensure the implementation and embedding of change initiatives and continuous process improvement within the triage team.
- Deputise in the triage manager’s absence as necessary.

**Your skills, knowledge and experience**
- Describe the skills of the person who will fulfil the role: Experience of managing a team responsible for high volume/fast turnaround casework.
- Experiencing of supporting line mangers, including the management of change and monitoring of team performance.
- Experience of working in a customer/client-based environment, with a strong focus on customer service.
- Ability to identify and resolve problems, including providing sound instruction and advice to others.
- Strong analytical, critical examination, and decision-making skills with an attention to detail.
- A strong team player, capable of developing effective relationships at all levels within our organisation.
- Excellent written communication and drafting skills with the ability to summarise information concisely and accurately, identify key issues and frame sound recommendations and decisions.
- Excellent verbal communication skills, with the ability to communicate professionally and effectively and build relationships with a wide range of stakeholders, including vulnerable parties, and maintain professionalism in challenging situations.
- Ability to work independently under pressure in a busy, demanding environment, using prioritisation and organisational skills when managing competing deadlines.
- Ability to maintain accurate records, manage sensitive information effectively and maintain confidentiality.
- A demonstrable commitment to inclusion and diversity.

**Job Types**: Full-time, Permanent

**Salary**: £39,358.00-£41,486.00 per year

Schedule:

- Monday to Friday

Work Location: Hybrid remote in Sheffield