Job Description

Job Summary

Based within the Single Point of Engagement (SPOE) Team, the post holder will be responsible for the effective engagement of, and rapid response to, individuals and professionals calling SIAS, and for monitoring client progress through treatment and recovery to discharge.

The SPOE Team provides:

First point of contact (via promoted SIAS telephone number)

Screening and Triage

Signposting

Brief Advice and Harm Reduction Information

Referral to appropriate treatment teams within SIAS

Setting up and closing down of client records

The SPOE Team ensures:

Effective communication and transfer of information between SIAS treatment teams and staff

Effective communication with clients and professionals

Effective information sharing (internal and external) and response to safeguarding and risks

Accurate and up-to-date client tracking

Accurate data collection using data management systems.

Effective promotion of SIAS services and links with local services, agencies, organisations and professionals

The post holder will be expected to be confident in handling calls and friendly when dealing with people of all kinds and at all levels (both internally and externally). The post holder will need to have a thorough knowledge and understanding of addiction and the full range of services SIAS offers and be able to explain, present and engage professionals and prospective clients with these.

The post holder will be expected to demonstrate a knowledge and understanding of data protection, confidentiality and information governance and comply with these policies.

Main Duties and Responsibilities

This is an outline of the main duties and responsibilities of this post:

1. Single Point of Engagement

a. To act as the first point of contact for Solihull Integrated Addiction Services.

b. To deal with incoming referral queries to the Single Point of Engagement phone line.

c. To be welcoming, supportive and engaging on the phone, putting prospective clients at their ease and signposting them, or others to alternative/appropriate services as necessary.

d. To complete triage assessments with all new referrals, exercising professional curiosity to collect the information needed, including consents, to support speedy and streamlined entry into treatment. These to be carried out on the telephone, at The Newington Centre, or at any other venue in the community or in the home, depending on client needs.

e. To create accurate and sufficiently detailed service user records, and record data in a timely manner to meet service standards.

f. To book in first appointments with treatment practitioners in relevant areas of the service, based on client need.

g. To assist in the transfer of individuals between agencies and services.

h. To be responsible for all data entry following referral and triage.

i. To ensure boundaries and rules are adhered to and a professional approach is taken with service users.

j. To respond to client queries.

k. To liaise with professionals/referrers to provide updates and outcomes of triages.

l. To promote SIAS services and represent SIAS values at all times - on the telephone, online, and face to face.

2. Communications

a. To support service promotion and engagement by collating and distributing marketing materials.

b. To support in generating ideas for promotion of, and engagement with, SIAS services.

c. To support in creating and sending mailshots to clients and stakeholders.

d. To take pictures and support with creation of social media content.

e. To attend events and support with promotion of SIAS services.

3. Administrative

a. To support with generating and sending letters for the team.

b. To assist with the ordering and storage of stationery and other resources.

c. To liaise with printer/photocopier supplier to ensure toner stocks are in place and to call out in case of malfunction.

d. To support with data entry and data cleansing when required.

e. To support staff with data enquiries.

f. To support with generating data reports.

g. To ensure stocks of refreshments are up to date and available for Welcome staff.

4. Other Responsibilities

a.

To have a working knowledge of and ensure compliance with Data Protection Act and information governance policies.

b.

To ensure a safe environment is created and local policies and procedures are followed.

c.

Report all incidents to a senior/manager and complete incident forms when required.

d.

Feedback concerns regarding risks and complex needs immediately to seniors/managers and treatment practitioners.

e.

To attend and participate in regular line management ('clinical' and 'wellbeing') supervision and undertake ongoing personal development.

f.

To undertake any other relevant duties as required.

(This is not intended to be an exclusive list and other duties may be required consistent with the overall purpose of the role. Welcome reserves the right to amend the in line with the evolving needs of the service and service user needs.)

Benefits

Company pension Life Assurance On-site parking
Job Types: Full-time, Permanent

Pay: 23,810.00 per year

Benefits:

Company pension Life insurance On-site parking
Ability to commute/relocate:

Marston Green, B37 7RW: reliably commute or plan to relocate before starting work (required)
Work authorisation:

United Kingdom (required)
Work Location: In person

Application deadline: 02/11/2025