Triage Case Officer

The Role

Social Work England are the specialist regulator for social work in England, focused on enabling positive change in social work. Every day, social workers support millions of people to improve their chances in life. We are taking a new approach to regulating social workers in their vital roles. We believe in the power of collaboration and share a common goal with those we regulate – to protect the public, enable positive change and ultimately improve people’s lives.

Triage Case Officers manage a varied and often highly sensitive caseload of fitness to practise concerns and are responsible for making independent threshold decisions across the various stages of the Triage process (Concern, Pre-Triage and FTPS stages) regarding whether concerns should progress to investigation. You will analyse and critically assess evidence; pursue lines of enquiry; identify risks; interpret and apply statutory and regulatory frameworks, using your professional independent judgement to reach lawful, proportionate and defensible regulatory, evidence-based decisions and outcomes, that directly support Social Work England’s statutory public protection, within Fitness to Practise procedures.

You’ll effectively manage and be a key point of contact for members of the public, employers and partner organisations regarding concerns and Fitness to Practise processes, ensuring sensitive matters are managed professionally, proportionately and in a timely manner. You’ll work with colleagues across the directorate providing advice and guidance, including colleagues in Triage, Investigations, Hearings, Registration, Case Review and Legal Services to support consistent, lawful and proportionate regulatory decision making.

What you will do

• Manage a varied and complex caseload of fitness to practise concerns, making evidence-based independent regulatory decisions, with significant implications for registrants and public protection, ensuring cases are progressed in accordance with statutory requirements, process, quality and timeliness KPIs.
• Obtain, analyse, and critically evaluate complex evidence, whilst applying statutory and regulatory frameworks, to identify key issues and evidential gaps; assess risks, and implement proportionate and defensible solutions.
• Make proactive enquiries with external partner agencies, employers and other stakeholders to resolve complex concerns, including matters with legal challenges and safeguarding issues, where evidence may be incomplete, conflicting or difficult to obtain.
• Draft clear, concise and well-reasoned case summaries and maintain accurate and comprehensive case records, ensuring evidential integrity and compliance with organisational and statutory requirements.
• Communicate effectively with internal and external stakeholders, including members of the public; social workers; employers and partner organisations, advising on and conveying complex and sensitive matters, explaining decisions, and using influencing and negotiating skills to ensure stakeholder cooperation, manage expectations and reduce the risk of complaints or legal challenge.
• Develop and maintain specialist working knowledge in designated areas of regulatory practice, providing specialist advice, guidance and training to colleagues across the regulation directorate to support consistent and lawful regulatory decision making.
• Actively engage with, and lead on operational improvement initiatives, service development and implementation of changes designed to improve efficiency, consistency, quality and organisational performance across the Triage function.
• Coach, mentor and provide quality assurance for newer, less experienced colleagues including Triage Officers and Business Support Officers, providing guidance on complex casework, to support consistent decision-making and achievement of quality, timeliness and performance standards, to maintain quality and improve service, escalating any concerns to the triage lead or manager where needed.
• Provide direction and allocation of work under our Triage operating model to our business support officers and Triage Officers.
• Where business needs dictate, and with the appropriate training, you may at times be required to work within the Investigations service, undertaking Fitness to Practise investigations, to support wider directorate priorities.

Your Skills, Knowledge And Experience

• Ability to work independently within legal and regulatory frameworks, using sound judgement to make fair, evidence-based decisions.
• Strong analytical and critical evaluative skills, with the ability to review information, identify key issues, assess risks and reach well-reasoned conclusions.
• Experience of managing complex cases within regulatory, legal, investigative or safeguarding environments, gathering, reviewing and analysing information to support investigations, case progression and decision-making.
• Skilled in maintaining accurate case records and using case management systems to ensure information is up to date and well managed.
• Experience working effectively with a range of agencies, professionals and stakeholders, while handling confidential and sensitive information appropriately.
• Strong coaching and mentoring skills, supporting colleagues' development and helping to maintain high-quality, consistent decision-making.
• Ability to develop and maintain specialist knowledge, providing advice, guidance and training to others.
• Experience contributing and leading on policy, guidance and process improvements, using learnings to identify risks and improve practice, supporting continuous improvement.
• Excellent communication, influencing and stakeholder management skills, with the ability to build positive relationships, support vulnerable individuals, manage sensitive situations and produce clear written correspondence.
• Resilient and proactive approach to problem-solving, with experience of handling challenging, distressing or contentious situations.
• Strong organisational skills, with the ability to manage competing priorities, meet deadlines.
• Commitment to equality, diversity, inclusion and professional integrity.

Benefits

• Hybrid working
• 25 days annual leave, rising with service to 30 days per annum, plus bank holidays.
• The option to purchase up to an additional 5 days of annual leave per annum.
• A TIDE award winning inclusive culture, made up of staff networks, social events and forums.
• A pension scheme, life insurance, an employee recognition scheme and cycle to work scheme.

Details

• Job type: Permanent
• Working pattern: Full time. We offer flexible working subject to business need.
• Salary: £34,085 per year, rising to £36,520 per year after successful completion of a 6-month probationary period.
• Location: Sheffield/Hybrid