Contact Officer

Adult Social CarePoint is looking to recruit a Contact Officer to join our busy and supportive team.

Adult Social CarePoint is the first point of contact for people accessing adult social care across Newcastle. Contact Officers play an important role in responding to enquiries, identifying needs and risks, providing information and advice, signposting people to appropriate support, and making referrals to relevant services, organisations and professionals.

This is a varied and fast-paced role where every day can bring different situations and challenges. You will communicate with residents, vulnerable adults, families, carers, professionals and partner organisations, providing a professional, sensitive and helpful response.

What you will be doing
Working as part of the Adult Social CarePoint team, you will:

• Respond to enquiries at the first point of contact and undertake appropriate screening.
• Identify people's needs and risks and determine when a referral to Adult Social Care or another service is appropriate.
• Gather and record information accurately, clearly and concisely.
• Respond sensitively to people who may have a range of emotional, physical, communication or mental health needs.
• Provide appropriate information, advice and signposting.
• Progress enquiries to help achieve appropriate and timely outcomes.
• Update support plans and liaise with care providers and our finance team 
• Use relevant technology and IT systems to record interactions accurately.

The role is office based, with work undertaken over the telephone. Adult Social CarePoint operates between 8am and 5pm, with staff working on a rota to ensure these hours are covered.

About you
We are looking for someone with excellent verbal and written communication skills who can communicate confidently, professionally and sensitively.

You will need to be organised, able to gather and record information accurately and concisely, follow procedures and guidance, and use your judgement when screening and triaging enquiries. Good IT skills are important, although training in relevant systems will be provided.

The work can sometimes be challenging, so you will need to remain calm, professional and compassionate, particularly when supporting people who may be vulnerable, distressed or experiencing difficult circumstances.

An understanding of the Care Act and Local Authority social care policies and procedures would be beneficial.

Most importantly, we are looking for someone who is committed to providing a positive experience for people contacting Adult Social CarePoint and who enjoys working as part of a supportive multidisciplinary team.

Our team

You will work alongside Contact Officers, Social Workers, Social Care Assessment Officers, MDT Therapists and Team Managers, with regular supervision and support available within in the team. 

If you are looking for a varied and rewarding role where you can make a real difference to people accessing adult social care in Newcastle, we would be pleased to hear from you.

We are committed to protecting and promoting the welfare of children, young people and vulnerable adults and expect all staff to share this commitment.  This post is working in regulated activity.  If you are successful we will undertake additional recruitment checks which will include a check to see if you have had any criminal convictions, a check of police information and we will check the barred list(s).  It is a criminal offence for a barred individual to apply for a job in regulated activity.  

For an informal discussion about the role please contact Dianne Little Supervisor, or Jill Griffiths Team Manager on View phone number on northeastjobs.org.uk. 

How to apply
Apply online at , select 'Apply Now' and complete our online application form. Before completing the form please ensure you read the supporting documents.

Any communication sent to you regarding your application will be sent to the email address you have set up on your Northeast Jobs account, so you will need to ensure that you check your inbox.