Information and Advice Officer

Working as part of Powys County Council's Children's Front Door Service, providing a point of contact for enquires and referrals from both the public and referring agencies.

They will receive enquiries, offer information, advice, guidance and signpost where appropriate. They will take referrals and record information in an accurate and timely manner.

They will gather information from a range of different sources including professionals, family members and carers, and children and young people when appropriate., Provide accurate advice, information and assistance to the public and professionals including the accurate and timely recording of service requests and complaints.

Hold challenging and probing conversations around potentially emotive issues such as child abuse and neglect, domestic abuse and child / adult death.

The postholder will be required to manage and deescalate conflict and challenge resistance in order to progress decision making on contacts to the service.

Advise individuals on the next steps that they need to take to protect and safeguard family members and individuals.

Gather information and refer individuals and families on to other organisations if deemed appropriate.

Escalate any concerns to the Principal Social Worker or Team Manager.

Previous experience of working with children, families and young people.

Educated to A Level/ QCF/ NVQ level 3 or equivalent and relevant experience in a similar role.

Ability to actively listen and gather information using interviewing skills including questioning and probing

Ability to work to deadlines and under pressure

Working experience in using Microsoft Office suite and databases

A working knowledge of safeguarding legislation, policies and procedures relevant to the service area