Triage and Engagement Officer

Job Category: Admin & Clerical

Job location: 1 Catford Road, Catford, London, Greater London, SE6 4RU, Lewisham Council

Hours per week: 35

Start date: Immediate start

Salary: £17.78 per hour

Basic DBS required

x 2 or 3 days in the office but also out in the community

Main Purpose of the job:

To develop a single front door triage system to provide trauma-informed triage and outreach to residents and colleagues.

To target engagement to support the inclusion of harder-to-reach resident groups, such as NEET young people or economically inactive individuals.

To support the employer engagement offer, to broker and enrol young people in to �Intermediate Labour Market� placements.

To work with the adult learning service to coordinate the promotion, enrolment and sustainment of functional skills interventions.

Knowledge

Good understanding of various employment and support programmes and their eligibility criteria

Knowledge of customer care principles and practices.

Awareness of the challenges faced by NEET young people and economically inactive individuals.

Understanding of trauma-informed practices and professional pathways.

Knowledge of local economic information.

Aptitude

Ability to work under pressure and manage multiple priorities.

Solution-focused approach to problem-solving.

Ability to foster excellent working relationships with internal and external stakeholders.

Sensitivity and empathy in conducting triage conversations.

Commitment to accurate record-keeping and adherence to data security guidance and legislation.

Skills

Skills can only be used as shortlisting criteria if the skill is to be tested

(To Be Tested � T)

Strong organisational skills to manage referrals and engagement activities.

Excellent interpersonal and customer service skills.

Ability to understand and navigate multiple programmes and their requirements.

Effective communication skills, both written and verbal, with an emphasis on being concise, accurate, and GDPR compliant.

Ability to work independently and as part of a team.

Ability to conduct outreach and engagement activities.

Proficiency in utilising local economic information and data to inform engagement activities.

Strong IT systems skills, including the use of online booking systems, CRMs, and MS Office systems.

Experience

Proven track record of working with diverse resident groups, including harder-to-reach populations.

Experience in customer service and relationship management.

Experience in trauma-informed practices and outreach activities.

Experience in using IT systems.