Duty Advice and Support Worker – Integrated Front Door

Staffordshire County Council is looking for individuals who thrive in a busy, fast-paced environment where every conversation matters. If you have a calm, sensitive approach and a passion for helping families get the right support at the right time, we would love to hear from you.

We are on an ambitious improvement journey, and our Duty Advice & Support Workers play a pivotal role in ensuring children and families receive safe, timely and effective responses from the very first contact.

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

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.

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 on: 14th August 2026.

For an informal chat about the role please contact us.

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.

We are no ordinary county council. Our values were created and shaped by colleague feedback and national best practice and they sit at the heart of our 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 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.

As a member of staff, you will have access to our rewards and benefits.

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 backgrounds 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.

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.