Information and Advice Triage Worker

Age UK Bromley and Greenwich is an independent local charity supporting older people across both boroughs. We work to enable, support and connect older people, promote independence and wellbeing and ensure their voices are heard. We are looking for an Information and Advice Triage Worker to be the first point of contact for older people, carers and their families seeking support. About the role This role is central to our Information and Advice service. You will provide high-quality initial information and guidance, assess urgency and risk, and ensure people are directed quickly and appropriately to advice services, support services or partner organisations. You will often be the first person someone speaks to, so a calm, empathetic and professional approach is essential. Key responsibilities Act as the first point of contact for enquiries, mainly by telephone, with some face-to-face and email contact Provide accurate information on issues affecting older people including benefits, housing, care, health and local services Carry out structured triage to identify needs, priorities and risks Manage expectations clearly and sensitively Identify safeguarding concerns and follow organisational procedures Make timely referrals to internal services and external partners Maintain clear professional boundaries while offering a warm, person-centred response Record all contacts accurately and promptly on the organisation s CRM system Maintain clear, concise and ..... full job details .....