Health & Social Care Officer in Nottingham

The Health & Social Care Officer position sits at the front door of Adult Social Care. The team processes and triages all incoming referrals and enquiries, including safeguarding concerns, care and support requests, and occupational therapy referrals. The role involves handling referrals received via both the telephone service and the online referral system. It is a hybrid role with an expected 50/50 split between office and home working once trained; however, initial training will take place fully in the office until the post-holder is confident and competent. This role is central to ensuring citizens are directed to the correct services quickly, safely, and in line with statutory responsibilities.

Key Responsibilities

• Process, triage, and coordinate referrals from citizens, families, carers, and professionals in a timely and customer-focused manner.
• Manage enquiries relating to safeguarding, care and support needs, and occupational therapy.
• Deliver customer service that reflects the values and objectives of Nottingham City Council.
• Handle escalated or complex calls from colleagues and partner agencies.
• Provide accurate advice and guidance based on knowledge of local health and social care services and referral criteria.
• Liaise with clinicians, practitioners, and provider services to coordinate appropriate care and ensure safe handovers.
• Make informed judgements regarding risk, safeguarding, and complex situations to direct referrals to the right service.
• Handle distressed or challenging calls sensitively, with empathy and professionalism.
• Maintain accurate and secure records in line with Data Protection and Information Governance requirements.
• Attend team meetings, case discussions, and supervision sessions as required.
• Work flexibly across service areas to maintain knowledge and respond to service needs.
• Coordinate referrals for Independence Pathway services and support safe hospital discharges.
• Support induction of new team members and contribute to service development.

Experience & Knowledge

• Strong background in customer service, administration, health, or social care.
• Knowledge of Adult Social Care pathways, safeguarding, and community support services (or ability to learn quickly).
• Understanding of referral criteria and triage processes.
• Experience managing sensitive or emotional conversations with professionalism.
• Knowledge of the Data Protection Act and information governance standards.

Skills & Competencies

• Excellent communication skills, both verbal and written.
• Ability to manage challenging or emotional situations calmly and sensitively.
• Strong organisational and multitasking skills, with the ability to prioritise competing demands.
• Confident in making decisions, gathering information, and assessing risk.
• Ability to work independently and collaboratively within a busy team environment.
• High level of accuracy in recording and maintaining information.
• Competent IT skills, including Microsoft Office and case management systems.
• Ability to develop positive working relationships with citizens, carers, colleagues, and external partners.

Additional Requirements

• Commitment to equality, diversity, and non-discriminatory practice.
• Ability to work flexibly to support service needs.
• Empathetic, resilient, and able to maintain professionalism under pressure.
• Willingness to train on site initially before moving to hybrid working.