OR111809 – Contact Officer G5 – Social Care Non-Qualified

Client: Cardiff Council

Location: County Hall, Atlantic Wharf, Cardiff, Glamorgan, CF104UW, United Kingdom

Work Pattern: Hybrid with at least 1 day agreed in the office each week.

PAYE Pay Rate: £14.59 per hour – 30 hours a week

Main Purpose of the Role
To provide information, advice and assistance to families and professionals contacting the Family Gateway. The role involves managing and coordinating referrals, identifying appropriate support, and working with partner agencies to help achieve positive outcomes for children, young people and families.

Typical Day Overview

• Respond to telephone calls and emails from families and professionals.
• Receive, assess and coordinate multiple referrals.
• Provide clear and accurate information, advice and guidance.
• Identify appropriate Early Help or partner services.
• Build positive relationships with families and professionals.
• Recognize potential safeguarding or risk concerns and seek appropriate advice.
• Liaise with social workers, Early Help teams and partner agencies.
• Update and maintain case management systems and records.
• Attend team meetings, supervision and relevant training.

Key Skills & Responsibilities

• Excellent communication and interpersonal skills.
• Ability to quickly build rapport with a wide range of people.
• Strong organization and ability to manage multiple referrals.
• Understanding of the needs of children, young people and families.
• Ability to remain calm and resilient under pressure.
• Ability to provide accurate information and appropriate advice.
• Good IT skills, including Microsoft packages and/or case management systems.
• Ability to identify risk and know when to seek professional support.
• Effective partnership working with different agencies and professionals.
• Commitment to a family-centered, strengths-based and inclusive approach