Contact & Referral Officer – MASH – Children Services – Croydon Council

Salary: Grade 7 (£35,577 - £36,567)

Permanent – 36 hours per week

Hybrid working

Job Purpose

Croydon’s MASH is the ‘front door’ for all new referrals for children who may need early help support or children’s social care intervention, making important decisions about which services children need. We are the first contact many professionals, families and members of the public have with Croydon and as such we want people to receive outstanding services from the start. You will work closely alongside MASH Team Manager’s, Social Worker’s, Senior Early Help Navigator’s, and MASH partners. You will have a key role, being the first point of contact for professional referrers and residents with Croydon’s MASH. As a member of the Multi Agency Safeguarding Hub the role will provide an effective and efficient service to telephone callers and deal with all enquiries for service provision whilst providing administrative, clerical, and ICT support. The role will also ensure children, young people, and their families and / or carers and professionals receive high quality and responsive information, advice, and guidance. The role will screen and create contacts of all referrals and enquiries whilst gathering information and researching relevant databases.

Responsibilities

Process and new MASH referrals and information requests to ensure that these are inputted accurately and efficiently on the MASH social care recording system

Identify and ensure that any urgent matters are highlighted to the MASH Team Manager

Respond and provide professional and efficient responses to professional referrers and MASH partner agencies to enquiries

Respond politely and competently to all new calls into the MASH, using excellent listening and communication skills and ensuring the call is recorded accurately

Use social care and other information databases to ensure correct information about children and families is recorded, updated and shared as appropriate

Interrogate social care information to respond to requests for information

Ensure high quality feedback is given to referrers on the outcome of referrals

About you

Passionate about their work and in improving outcomes for children and families

Ability to prioritise, work efficiently and according to required timescales

You will have experience in a similar role and be able to demonstrate knowledge and understanding of different agencies and how they work together to safeguard children

Highly skilled in working across different IT and information recording systems

Able to take responsibility and accountability for own workload, whilst working collaboratively as part of a wider team

You will have excellent written and verbal communication skills, including excellent telephone manner and the ability to draw and identify important information from conversations.

You will be highly organised and be able to confidently prioritise work based on information received.

You will be comfortable building strong working relationships with colleagues and partner organisations, understanding the importance of collaborative working in achieving the best outcomes for our children.

Essential Requirements

Basic knowledge and understanding of Safeguarding, Children’s Social Care and Early Help including Continuum of need.
Experience of working in a role where children’s social care or family support / early help is an element.
Experience of administrative / clerical work and understanding of office procedures within a busy and sensitive public environment.
Experience of dealing with the public.
Experience of navigating and adding to ICT Systems.
Good understanding of the need to safeguard confidential information, to respect the privacy of families and colleagues.
Demonstrate accurate and speedy computer data inputting skills.
Ability to communicate information accurately and clearly – both to members of the public and professionals and colleagues within MASH.

Benefits
You will be valued for your skills and expertise, supported by the team of experienced professionals, as well as the management at Croydon Council, one of the largest employers in the borough. We also offer:

Highly competitive compensation package

29-31 days (grade equivalent) annual leave in addition to Bank Holidays and option to purchase more

A pension scheme with an average employer contribution of 20%

Continuing Professional Development – genuine opportunities to grow, develop and specialise in your career

Management development programmes

Investment into your wellbeing

Access to Employee Discount scheme with a range of programmes (Cycle Benefit Scheme, GymFlex, Retail Discounts and more)

We promote flexible & hybrid working arrangements where possible to support a healthy work-life balance