Triage and Support Officer

About Us

The Fire Fighters Charity offers specialist, lifelong support for members of the UK fire services community empowering individuals to achieve mental, physical, and social wellbeing throughout their lives.

We are looking for a Triage and Support Officer to join our assessment services team.

This role can be based at any one of our centres; Harcombe House in Chudleigh, Devon, Jubilee House in Penrith, Cumbria or Marine Court in Littlehampton, East Sussex.

About the role

As a Triage and Support Officer within this team, you will be responsible for triaging incoming website or email enquiries, gathering key information, and assessing a service user for their eligibility and identify any immediate risks.

Through our triage process, you will assess cases based on key criteria to ensure those who have urgent needs are prioritised, and all cases are supported effectively alongside our Assessment Practitioners. You will offer initial advice, information and signposting, and make referrals where appropriate, to support service users to access the appropriate support available at Fire Fighters Charity.

This role requires clear and accurate documentation and communication skills to be used throughout the triage process. You will be working collaboratively with members of the multidisciplinary team to ensure a seamless transition into the relevant services.

This role is subject to a Disclosure and Barring Service check.

About you

Previous experience of working on a health and wellbeing helpline or support line, is essential. You will need experience of dealing directly with services users, providing them with advice, support and information.

You will also need to be familiar with triage processes or similar methodologies for assessing urgency and complexity of cases.

You will take a compassionate approach to supporting service users, demonstrating empathy and respect in all interactions, and you will need the ability to work independently and maintain accurate and confidential records.

We recognise the need for personal resilience within this role and offer all employees access to a health care cash plan, Employee Assistance Programme and premium access to the Headspace App to support a healthy work life balance.

The Charity is an Equal Opportunities employer, and we welcome applications from all sections of the community. When recruiting our new team members, regardless of the role, we are looking for people who share our values to help us to achieve our strategic plan.

How to apply

Please submit a CV and covering letter via our online portal. If you require assistance, please contact us.

We reserve the right to close this role early should we receive a sufficient number of applications. Due to the number of applications we receive, we are unable to contact applicants who are not shortlisted for interview. If you do not hear from us within two weeks of the closing date, please assume that your application was not successful this time.