OR122613 – Contact Officer

Main Purpose of the Role

To provide information, advice and assistance to families, children, young people and professionals contacting Cardiff Council’s Family Advice & Support Protection Hub (FASPH).

The role involves receiving, assessing and coordinating multiple referrals, identifying families’ needs and directing them towards the most appropriate early help services and support. You will work closely with internal teams and external partner agencies to ensure families receive timely, appropriate and effective assistance.

The post holder will not hold a direct social work caseload but will play a key role in managing referrals and ensuring concerns are identified and escalated appropriately.

Typical Day Overview

• Responding to incoming telephone calls and email enquiries from families, parents, carers and professionals.

• Receiving, reviewing and coordinating referrals into the Family Gateway Team.

• Gathering relevant information to understand the needs and circumstances of children and families.

• Providing clear information, advice and guidance on available support services.

• Identifying the most appropriate Early Help services and partner agencies for individual families.

• Liaising with social workers, professionals and external organisations to coordinate support.

• Recognising potential safeguarding concerns and escalating risks to the appropriate person.

• Updating and maintaining accurate records using case management systems.

• Managing multiple referrals and prioritising enquiries effectively.

• Working collaboratively with colleagues to ensure families receive the right support at the right time.

Key Skills & Responsibilities

• Referral Management: Experience receiving, assessing, processing and coordinating multiple referrals.

• Family Support: Understanding the needs of children, young people, parents, carers and families.

• Safeguarding Awareness: Ability to recognise potential risks and safeguarding concerns and escalate appropriately.

• Communication Skills: Excellent telephone, written and verbal communication skills.

• Relationship Building: Ability to quickly establish rapport and build positive relationships with families and professionals.

• Information & Advice: Providing accurate, clear and appropriate information about support services.

• Multi-Agency Working: Experience liaising with social workers, local authorities and external partner organisations.

• IT & Administration: Confident using Microsoft Office packages and electronic case management systems.

• Organisation & Prioritisation: Ability to manage competing demands and multiple referrals effectively.

• Resilience: Remaining calm, professional and positive when dealing with challenging or sensitive situations.

Essential Experience & Requirements

• Previous experience working within Children’s Services, Family Support, Early Help, Social Care or a similar environment.

• Understanding of safeguarding procedures and the needs of vulnerable children and families.

• Experience handling telephone enquiries, referrals and sensitive information.

• Experience working with a range of professionals and partner agencies.

• Strong interpersonal, communication and organisational skills.

• Ability to identify potential risks and know when to seek advice or escalate concerns.

• Good working knowledge of Microsoft Office and/or electronic case management systems.

• Ability to work independently and as part of a wider team.