Duty Advice and Support Worker – Integrated Front Door

Staffordshire County Council • Full-time • Stone, Staffordshire • £27,254 - £30,024 / year • 1w ago

Job Introduction

Be the voice that makes the first difference.

Are you someone who thrives in a busy, fast‑paced environment where every conversation matters? Do you have a calm, sensitive approach and a passion for helping families get the right support at the right time? If so, Staffordshire’s Integrated Front Door (SFIFD) service would love to hear from you.

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

Why This Role Matters

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

Main Responsibility

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

The Ideal Candidate

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: corrina.carpenter@staffordshire.gov.ukor samantha.gunter@staffordshire.gov.uk

Our Recruitment Process: 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.

About Staffordshire County Council

We are no ordinary county council:

Our Values:

The core of who we are as an organisation. Just like we all have personal values that shape our thoughts and behaviour, organisational values drive how we think and act collectively.

Our values were created and shaped by colleague feedback and national best practice and they sit at the heart of 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 look forward and race ahead - that goes for your career too.

Our benefits:

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.

In addition to your salary, as a member of staff, you will have access to Our rewards and benefits - Careers at Staffordshire

Our recruitment process:

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 background 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.

As you’ll know safeguarding and promoting the welfare of our children and young people/vulnerable adults is important to us and that’s why 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.

Attached documents

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