Duty Advice and Support Worker - Integrated Front Door in Lincoln

Are you someone who thrives in a busy, fast‑paced environment where every conversation matters? Do you have a calm, sensitive approach and a passion for helping families get the right support at the right time? If so, Staffordshire's Integrated Front Door (SFIFD) service would love to hear from you. We are on an ambitious improvement journey, and our Duty Advice & Support Workers play a pivotal role in making sure children and families receive safe, timely and effective responses from the very first contact. This is a role where accuracy, professionalism and compassion truly matter.

If you have experience working with internal and external customers and providing high‑quality service in a fast‑moving environment, you will thrive here.

Why This Role Matters

At the Front Door, you are often the first person a family or professional speaks to. Your ability to listen, gather information and respond professionally is fundamental to keeping children safe and helping families stay strong, connected and supported within their communities. Your work ensures that:

• Families receive clear guidance and support early
• Referrals are triaged effectively and promptly
• Information is accurate and reliable to support decision‑making
• Children’s needs are understood from the outset

Main Responsibilities

• Provide professional advice and guidance to families and agencies contacting the Front Door, via our newly created specialist contact centre.
• Be the first point of contact for referrals, obtaining clear and sensitive information.
• Distinguish between enquiries requiring information and those needing assessment.
• Complete high‑quality referral forms and ensure timely updates on our electronic systems.
• Carry out history checks and gather information to support decision‑making.
• Work closely with the management team to ensure the smooth operation of the duty service.
• Contribute to team development and embrace our restorative, “Think Family” approach.
• Provide clear signposting where needs can be met safely outside statutory services.

What You’ll Bring

• Experience in customer service and working in a busy office environment.
• Strong IT skills and confidence in using electronic recording systems.
• Excellent interpersonal skills and the ability to deal sensitively with sometimes difficult conversations.
• Ability to manage competing demands, stay organised and work under pressure.
• A flexible, positive approach and willingness to adapt quickly to changing priorities.
• Commitment to high‑quality service, safeguarding and equality.
• GCSE English or equivalent, and relevant customer care or business administration qualifications.
• Typing/word‑processing skills (around 50 wpm).

About Us

The core of who we are as an organisation. Just like we all have personal values that shape our thoughts and behaviour, organisational values drive how we think and act collectively. Our values were created and shaped by colleague feedback and national best practice and they sit at the heart of People Strategy: We have a real sense of community spirit that brings our people together. This feeling of belonging means we are all connected to what we do and take pride in the difference we make every day for Staffordshire people. We are ambitious and our sights are set firmly on a better future. We look forward and race ahead – that goes for your career too.

Benefits

We recognise that it is our employees that are central to everything we do. We aim to create a supportive working environment where employees can achieve their full potential and maintain a healthy work‑life balance. In addition to your salary, as a member of staff, you will have access to our rewards and benefits – Careers at Staffordshire.