Job Description

Full time - 37.5 hours per week
Annual Salary 31,589 plus benefits including 8% non-contributory pension
Location - Remote (UK) or Centre based/Hybrid

About us

Fire Fighters Charity provides care and support to the UK's fire services community and their families, helping with health and wellbeing challenges during and after service.

We help our fire family to adapt to physical, emotional and social challenges; to live well with conditions, injuries and illness; and to transition to life after service.

We are looking for an Intake and Navigation Coordinator to be a key member of the Intake and Navigation Team, supporting our service users from the point of first contact.

About the role

As a key member of the Intake and Navigation team, you will be serving as the first point of contact for service users accessing health and wellbeing support. In this frontline role, you will respond to live inbound calls and online support requests, often involving individuals with complex needs, high levels of presenting risk, and vulnerable Service Users.

You will be responsible for conducting triage to identify immediate risks, prioritise presenting needs, and determine eligibility for services. Focusing on those who are most vulnerable, you will need to exercise sound judgement and professional accountability in ensuring that urgent and high-risk cases are escalated appropriately, managed sensitively, and supported effectively.

Your duties will include providing clear information, advice, and signposting, making internal referrals for assessment and ongoing support, and conducting follow-up calls to ensure coordinated, person-centred care.

You will play a vital role in safeguarding and ensuring that service users with complex or escalating needs are navigated to the right support quickly and compassionately.

This role is subject to a Disclosure and Barring Services check.

About You

Our ideal candidate will have experience of:

a helpline, crisis line, or front-facing triage role within health, mental health, or social care settings assessing and managing high-risk, complex, or vulnerable service users, including safeguarding situations delivering person-centred support in high-pressure environments where quick and informed decision-making is required using structured triage or risk assessment tools to prioritise and manage service user enquiries working with multidisciplinary teams to coordinate support across multiple pathways and services

How to apply

To apply for the role, please submit a short CV and covering letter via our online recruitment portal. If you do require any assistance with submitting your application, please contact us on recruitment@firefighterscharity.org.uk

Closing date: 7 September 2025

Please note that we reserve the right to close this role early should we receive a sufficient number of applications.

Due to the number of applications we receive, we are unable to provide feedback for applicants who are not shortlisted for interview. If you do not hear from us within two weeks of the closing date, please assume that your application was not successful on this occasion.

Job Types: Full-time, Permanent

Pay: 31,589.00 per year

Benefits:

Company pension Health & wellbeing programme Life insurance Work from home
Language:

English (preferred)
Work Location: Remote