Front Door Advisor in Dudley

Front Door Advisors play a vital role as the first point of contact for Children’s Social Care, supporting children aged 0‑18 and their families by ensuring they receive the right response, at the right time, from the right service. You will be part of a multi‑agency team working within our integrated Front Door, responding to contacts from professionals and members of the public.

Key Responsibilities

• Screen and triage contacts at the earliest stage.
• Provide advice, guidance and signposting.
• Ensure appropriate progression in line with the Dudley Continuum of Need Document.
• Resolve as many enquiries as possible at the first point of contact through a restorative and outcome‑focused approach.
• Undertake screening of referrals and safeguarding notifications at first contact.
• Communicate effectively with families, professionals and partner agencies.
• Provide clear advice, information and signposting to appropriate services.
• Work collaboratively across agencies to ensure a seamless customer journey.
• Identify and escalate risk of harm where appropriate.
• Maintain high‑quality, accurate records in line with statutory requirements.
• Support continuous improvement of service delivery within Children’s Social Care.
• Respond to a wide range of enquiries including advice requests, safeguarding checks, referrals and information queries.

Qualifications & Skills

• Experience in Children’s Social Care, Early Help or a related environment.
• Skilled in delivering high‑quality customer service, advice and information.
• Confident handling complex and sensitive enquiries.
• Able to analyse information and make sound decisions under pressure.
• Strong verbal and written communication skills with a professional telephone manner.
• Comfortable using a range of IT systems and databases.
• Committed to safeguarding, equality and excellent customer care.
• Work both independently and as part of a team.
• Manage a varied and demanding workload.
• Remain calm, empathetic and solution‑focused in challenging situations.
• A relevant qualification (or willingness to work towards one) is expected.

Position Details

• Permanent positions – 2 vacancies.
• Office‑based role within Dudley’s Front Door service (3 days a week in the office after induction and initial training).
• Enhanced DBS check required.
• Respect for diversity and inclusion; Dudley MBC does not currently offer sponsorship for candidates without the right to work in the UK.

For an informal discussion about the role, please contact Wayne Calder, Service Manager (Front Door & Partnerships).