Triage and Information Officer - Wiltshire

Salary: £24,449 FTE per annum plus £480 home working allowance - (Pro-rata for part-time hours - £9,779 per annum plus pro-rata hwa)

Hours: 14.8 hours per week across 2-3 days to fit the service needs - (Part-time)

Contract type: Permanent

A bit about us: At Family Action we support people through change, challenge or crisis. We protect children, support young people and adults and offer direct, practical help to families and communities. We see first-hand the power of family to shape lives, for better or worse, so we speak up for the importance of family in national and local policymaking, amplify family voices and represent the changing needs of families in the UK today.

As Wiltshire SENDIASS Triage and Information Officer, you will provide a high quality first point of contact to parents, children, young people, carers, and professionals who reside in Wiltshire and are contacting the statutory Special Educational Needs and Disabilities Information Advice and Support Service. The service provides confidential and impartial advice on the rights in the SEND process and other relevant legislation and SEND policy, supporting navigation through the SEND assessment process.

This role is to provide up to date and local information, make an initial triage judgement about the appropriateness and urgency of any requests for service and signpost to other services as appropriate, taking advice from the Project Manager as necessary. The post holder will also lead on the external information and communication channels, including the shared email accounts, voicemail service, service websites and social media platforms.

There is a requirement for the post holder to undertake a minimum of Level 1 Legal Training (IPSEA), which comprises e-study of up to 30 hours and face-to-face training for one day funded by the service within 3 months of being in post. The post holder will be expected to maintain confidentiality and impartiality at all times and may from time-to-time experience contact with families that could be upsetting and challenging.

All about the role:

• Act as a helpful, clear, and efficient first and central point of contact for the services by telephone, email, text, social media, service websites and in person.
• To assess their information and guidance needs and provide up-to-date information and guidance on services which meet those needs, signposting appropriately.
• To make initial triage decisions in relation to whether there is an urgency or relevance for further input and support from SENDIASS Case Workers, gaining advice from the Project Manager when appropriate.
• To respond to information requests by the public (children, young people, and adults), colleagues, professionals, and partners according to the service customer care Minimum Standards of Delivery, in a confidential, impartial and timely way.
• To undertake a programme of feedback and evaluation with children, young people, parents and carers and professionals who have used the service.
• To contact service users via a range of access channels and systematically record and report on trends and findings for strategic reporting.
• Under the direction of the Project Manager, to oversee social media accounts; to research and create content in line with organisational guidance; add and share relevant posts and review and respond to posts from the public and other professionals.
• To create reports of analytics and usage for strategic reports.

We will offer you support and funding to undertake the IPSEA Legal training up to Level 1 to support your career development and progression. Level 2 IPSEA training may also be available for those demonstrating the necessary skills and knowledge during induction.

Benefits:

• An annual paid leave entitlement of 25 working days plus bank holidays (pro-rata)
• Up to 6% matched-pension contributions
• Flexible working arrangements and new starters have the right to make flexible working requests from day one of employment
• Enhanced paid sick leave and paid family leave provisions
• Eye care and winter flu jabs vouchers
• Cycle to work scheme
• Investing in your professional development with ongoing quality training and career development opportunities

We are forward looking, ambitious and committed to continuous improvement. We are a people focused, can-do organisation, which strives for excellence in all we do and operates with mutual respect.

Our commitment to Equality, Diversity & Inclusion: We are happy to consider any reasonable adjustments that candidates may need during the recruitment process and you will be asked whether you require any adjustments if shortlisted for interview. We also make reasonable adjustments on the job, where required. We are committed to Equality, Diversity & Inclusion in all that we do and welcome applications from all sections of the community. Intersectionality is important to us and we particularly welcome applications from ethnically diverse communities, LGBTQIA+ candidates and disabled candidates because we are committed to increasing the representation of these groups at Family Action. We know that greater diversity will lead to even greater results for families and children and strive for our workforce to be truly representative of the diverse communities we support.

We offer a guaranteed interview scheme for disabled applicants who meet the minimum criteria for the role. To help remove financial barriers to working with us, we will reimburse travel costs if you are invited to attend an interview in person.

Ordinarily Family Action appoints new starters at the starting point of the salary scale (with subsequent annual pay progression), unless you have experience that would justify appointment further up the salary scale or there are any other exceptional reasons.

Closing date: Sunday 15th February 2026

Interviews: TBC

Commencement date: TBC

Appointments are subject to Family Action receiving a satisfactory disclosure from the Disclosure and Barring Service - Child and Adult Workforce, including Enhanced with Children's Barred List.

Please Note: Applications must be made via the instructions provided above. Applications or CV's submitted via the apply button will not be considered.