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- Tasks: Be the first point of contact for families needing support and guidance.
- Company: Join Staffordshire County Council, a community-focused organisation making a real difference.
- Benefits: Enjoy a supportive work environment with career growth and work-life balance.
- Why this job: Make a meaningful impact by helping families get the right support at the right time.
- Qualifications: Customer service experience and strong interpersonal skills are essential.
- Other info: Flexible, positive attitude required; commitment to safeguarding and equality is key.
The predicted salary is between 30000 - 40000 £ per year.
Be the voice that makes the first difference. 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.
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
You will:
- 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.
The Ideal Candidate
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.
- The 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).
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.
Interviews will be held week commencing: 24th April 2026.
For an informal chat about the role please contact: corrina.carpenter@staffordshire.gov.uk or samantha.gunter@staffordshire.gov.uk.
Our Recruitment Process: We anonymise applications during shortlisting to ensure only relevant information is considered. Please complete your application fully, especially the supporting statement, to highlight what you’ll bring to the role.
About Staffordshire County Council
We are no ordinary county council: Our Values: 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.
Our 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 achieve 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.
As an Authority we are committed to safeguarding and promoting the welfare of children and young people/vulnerable adults and expect all staff and volunteers to share this commitment. Staffordshire County Council is an equal opportunities organisation and Disability Confident employer. We encourage applications from all background and communities.
As part of our commitment as a Disability Confident employer, a Gold Award Armed Forces employer and our commitment to supporting care leavers - we offer a guaranteed interview as long as your application meets the minimum criteria for the post. As you’ll know safeguarding and promoting the welfare of our children and young people/vulnerable adults is important to us and that’s why this position is subject to a criminal record check from the Disclosure and Barring Service. If applicable you should disclose details of unspent and unfiltered spent reprimands, formal warnings, cautions and convictions in your application form.
Duty Advice and Support Worker – Integrated Front Door in Stone employer: Staffordshire County Council
Contact Detail:
Staffordshire County Council Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Duty Advice and Support Worker – Integrated Front Door in Stone
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Staffordshire County Council. Understand their values and mission, especially around community spirit and safeguarding. This will help you connect your experiences to what they care about.
✨Tip Number 2
Practice your listening skills! As a Duty Advice and Support Worker, you'll need to gather sensitive information effectively. Try mock interviews with friends or family where you focus on active listening and responding thoughtfully to their concerns.
✨Tip Number 3
Showcase your adaptability! In a fast-paced environment, things can change quickly. Be ready to share examples of how you've successfully managed competing demands in previous roles. This will demonstrate your flexibility and problem-solving skills.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch that shows your enthusiasm for the role and keeps you fresh in their minds.
We think you need these skills to ace Duty Advice and Support Worker – Integrated Front Door in Stone
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your passion for helping families shine through. We want to see that you genuinely care about making a difference and have the right mindset for this role.
Be Clear and Concise: Make sure your application is easy to read and straight to the point. Use clear language to describe your experience and skills, especially those that relate to customer service and handling sensitive conversations.
Highlight Relevant Experience: Don’t forget to showcase any relevant experience you have in busy environments or customer service roles. We’re looking for examples that demonstrate your ability to manage competing demands and stay organised under pressure.
Tailor Your Supporting Statement: Your supporting statement is your chance to really stand out. Make it personal and specific to the role by addressing how your skills and experiences align with what we’re looking for. And remember, apply through our website for the best chance!
How to prepare for a job interview at Staffordshire County Council
✨Know Your Role Inside Out
Before the interview, make sure you thoroughly understand the responsibilities of a Duty Advice and Support Worker. Familiarise yourself with the Integrated Front Door service and think about how your skills in customer service and handling sensitive conversations can contribute to keeping children safe and supporting families.
✨Practice Active Listening
Since this role involves being the first point of contact for families and professionals, practice your active listening skills. During the interview, demonstrate your ability to listen carefully and respond thoughtfully. This will show that you can gather information effectively and handle difficult conversations with sensitivity.
✨Showcase Your IT Skills
As you'll be using electronic recording systems, be prepared to discuss your IT skills. Bring examples of how you've used technology in previous roles to manage information or improve processes. This will reassure the interviewers that you're capable of completing high-quality referral forms and updates efficiently.
✨Emphasise Your Flexibility and Organisation
In a busy environment like the Integrated Front Door, being organised and adaptable is key. Share specific examples from your past experiences where you've successfully managed competing demands or adapted to changing priorities. This will highlight your ability to thrive under pressure and maintain a high-quality service.