Carer Engagement Officer 

Role Purpose

The Carers Engagement Officer will provide a welcoming, sensitive and reliable single point of contact for carers, referral partners and members of the public. The post holder will manage incoming referrals, complete an initial Needs Analysis Discussion, identify immediate or urgent concerns, triage each carer to the appropriate support pathway and allocate them to a named Support Worker where ongoing support is required.

The role will also deliver the programme’s Telephone Support Service, support access through the website and Carer Hub, maintain accurate programme records and help carers understand what support is available and what will happen next. The post holder will contribute to communications, awareness campaigns and promotional events to help identify hidden carers and increase access to the programme.

This is a front-door engagement and triage role rather than a long-term casework post. It requires an excellent understanding of the Carers First programme, sound judgement, strong administration and digital skills, and a calm, caring and empathetic approach when speaking with carers who may be distressed, isolated or under significant pressure

Key Responsibilities

Referrals, First Response and Triage

• Act as the main point of contact for new and existing carers, family members, professionals and referral partners contacting Carers First by telephone, email, online channels or in person.
• Receive, review and process referrals promptly, checking that required information and consent have been recorded.
• Provide a warm, clear and reassuring first response, explaining the Carers First programme, available support and next steps.
• Conduct structured Needs Analysis Discussions with carers in a sensitive and person-centered way to understand their caring role, priorities, risks, strengths and support needs.
• Use agreed triage criteria and service pathways to identify the appropriate level of response, including information, telephone support, allocation to a named Support Worker, peer or community support, or onward referral.
• Allocate carers to the appropriate Support Worker, providing a clear and accurate handover and recording the agreed action and ownership.
• Identify urgent, complex or safeguarding concerns and escalate these immediately in line with organisational procedures.
• Follow up referrals where required so carers are not left unclear about the outcome or next step.
• Review existing records during service transitions or annual review processes to help confirm that carers remain on the most appropriate pathway.

Telephone and Digital Support

• Deliver the Carers First Telephone Support Service, providing a listening ear, practical information, reassurance and appropriate signposting within the boundaries of the role.
• Offer accessible support to carers who are unable or not ready to attend face-to-face services.
• Manage day-to-day digital access to the programme, including enquiries received through the website, Carer Hub, shared inboxes and other agreed channels.
• Help carers access online information, digital resources, activities and programme updates, taking account of individual communication and accessibility needs.
• Ensure digital content and responses are accurate, current, appropriate and consistent with programme guidance.

Carer Engagement and Programme Knowledge

• Develop and maintain a thorough working knowledge of the Carers First programme, referral routes, support pathways, locality provision, activities and partner services.
• Build trust with carers through respectful, non-judgemental and compassionate communication.
• Recognise that carers may be tired, distressed, isolated, bereaved, uncertain about their caring role or reluctant to ask for help, and adapt communication accordingly.
• Support carers to make informed choices and ensure their views, preferences and circumstances are reflected in the next steps agreed.
• Maintain appropriate professional boundaries, ensuring the role does not extend into long-term case management or the provision of specialist advice beyond the post holder’s competence.

Communications, Awareness and Promotion

• Support delivery of Carers First communications and awareness activity, including social media content, newsletters, e-zines, website updates and promotional materials.
• Help communicate programme activities, referral routes and available support in a clear, accessible and carer-friendly way.
• Attend agreed promotional, information and outreach events to raise awareness, answer initial enquiries and encourage appropriate referrals.
• Work with colleagues and partners to identify and engage hidden carers, including those who may not see themselves as carers.
• Maintain consistent programme messaging and ensure enquiries generated through campaigns and events are recorded and followed up.

Data Capture, Administration and Reporting

• Maintain accurate, timely and confidential records of referrals, consent, Needs Analysis Discussions, triage decisions, allocations, contacts, outcomes and follow-up activity.
• Use the agreed Carers First database, CRM, Power App and other systems in accordance with programme procedures.
• Maintain attendance and engagement records and support the production of programme dashboards, reports and monitoring information.
• Check records for completeness and accuracy and follow up missing information where appropriate.
• Support data quality, service evaluation and outcome reporting by ensuring information is consistently recorded.
• Handle personal and health-related information securely, in line with data protection, confidentiality and records-management requirements.

Partnership and Team Working

• Work closely with Support Workers and programme colleagues to ensure smooth allocation, handover and follow-through for carers.
• Maintain professional working relationships with Southern Health and Social Care Trust teams, community and voluntary organisations, GP practices, pharmacies and other referral partners.
• Participate in team meetings, supervision, training, case discussions and service improvement activity.
• Share emerging themes, gaps in support and recurring carer needs with the Programme Coordinator or Manager to inform service planning.

Contribute to a supportive team culture and provide appropriate cover for agreed front-door functions.

Operational Duties

• Carry out assigned tasks in accordance with established procedures, schedules, and instructions.
• Maintain high standards of cleanliness, safety, maintenance, or service delivery in assigned areas or functions.
• Use equipment, tools, and materials safely and appropriately, following training and guidance.
• Report faults, hazards, health and safety concerns, or equipment failures to line manager promptly.
• Follow all health and safety procedures and use personal protective equipment (PPE) where required.

Communication and Teamwork

• Work cooperatively with colleagues to ensure smooth operation of services.
• Interact courteously and professionally with staff, service users, visitors, and contractors.
• Report any concerns, incidents, or issues to line manager in a timely manner.

Compliance and Standards

• Follow Clanrye Group policies and procedures at all times.
• Maintain appropriate standards of hygiene, presentation, and conduct.
• Ensure compliance with SEUPB manual and procedures and prepare reports timeously as required.

Supervision and Autonomy

The post holder will manage a varied flow of referrals, enquiries and digital contacts within agreed procedures and triage criteria. They will exercise judgement in gathering information, prioritising responses, selecting the appropriate pathway and making clear handovers. Regular supervision and support will be provided by the Carers First Programme Coordinator or Manager. Complex, urgent, safeguarding or non-routine matters must be escalated promptly.

Decision-Making

Makes professional judgements within a defined framework, including assessing participant needs, agreeing action plans, and determining appropriate signposting and referral routes. Refers complex, safeguarding, or non-routine matters to the Carers First Coordinator.

People Management

No line management, supervisory, or coordination responsibility.

Financial Responsibility

No budget responsibility. May handle small amounts of cash or petty cash in line with procedures (e.g., bus fares, vending), where applicable.

Safeguarding Responsibility

All Clanrye Group staff have a duty to recognise and report safeguarding concerns relating to children, young people, and vulnerable adults.

The post holder must:

• Complete basic safeguarding awareness training during induction.
• Remain alert to signs of harm, abuse, neglect, or exploitation.
• Report any safeguarding concerns immediately to line manager or the Designated Safeguarding Lead.

Organisational Responsibilities

All employees of Clanrye Group are required to:

• Work in accordance with organisational policies, procedures, and the Code of Conduct.
• Comply with data protection, confidentiality, equality, and health and safety requirements.
• Participate in supervision, appraisal, and training activities as required.
• Work collaboratively to support effective communication and continuous improvement.

Flexibility Clause

The duties outlined above represent the core functions of this role but are not exhaustive. The post holder may be required to undertake other duties of a similar nature and level of responsibility as may reasonably be required to meet the changing needs of the organisation.

Any significant changes will be discussed in advance where possible. Reasonable adjustments will be considered where changes may disadvantage disabled employees.

Person Specification

(E = Essential, D = Desirable)

Qualifications and Training

• Relevant qualifications in administration, customer service, health and social care, community development or a related field, or equivalent relevant experience. (D)
• Willingness to undertake training in safeguarding, trauma-informed practice, professional boundaries, data protection and programme systems. (E)

Experience

• Experience in an administrative, referral, triage, advice, support, customer service or front-door service role. (E)
• Experience of communicating sensitively with people who may be distressed, anxious, isolated or under pressure. (E)
• Experience of maintaining accurate confidential records and using digital databases, CRM systems or case-management systems. (E)
• Experience of managing telephone, email and online enquiries and prioritising a varied workload. (E)
• Experience of supporting communications, social media, newsletters, website content or promotional activity. (D)
• Experience of working with unpaid carers, families, health and social care services or community and voluntary organisations. (D)
• Knowledge of services and supports available to carers across the Southern Health and Social Care Trust area. (D)
• Experience of attending outreach, information or promotional events. (D)

Skills and Abilities

• Excellent verbal and written communication skills, including a calm, clear and reassuring telephone manner. (E)
• Strong listening and questioning skills, with the ability to gather relevant information without making a carer feel rushed or judged. (E)
• Ability to conduct structured Needs Analysis Discussions and apply agreed triage criteria consistently. (E)
• Ability to recognise urgency, risk and safeguarding concerns and escalate appropriately.
• Strong organisational skills, accuracy and attention to detail. (E)
• Ability to prioritise referrals and enquiries, manage competing demands and follow through on agreed actions. (E)
• Good digital skills, including Microsoft Office, email, online platforms, databases and social media. (E)
• Ability to produce clear records, basic reports, newsletters and accessible promotional content. (E)
• Ability to work independently while contributing positively to a wider team. (E)
• Ability to develop and maintain a full working knowledge of the Carers First programme, its referral routes, support pathways and partner services. (E)
• Understanding of safeguarding, confidentiality, consent, data protection and professional boundaries. (E)

Personal Qualities

• Sensitive, empathetic and caring, with a genuine commitment to supporting unpaid carers. (E)
• Patient, approachable and non-judgemental. (E)
• Emotionally resilient and able to remain calm and professional during difficult conversations. (E)
• Reliable, discreet and trustworthy when handling sensitive information. (E)
• Positive, flexible and proactive, with a practical approach to problem-solving. (E)
• Commitment to equality, inclusion, dignity and accessible services. (E)
• Understanding of the needs and pressures experienced by unpaid carers and the importance of early, practical and person-centred support. (E)

Safeguarding and Vetting

• Willingness to complete safeguarding awareness training (E)
• Willingness and eligibility to undertake an Enhanced check, or Barred List check where the role involves regulated activity (E) nidirect.gov.uk/articles/regulated-activity-vulnerable-groups

Other Requirements

• Ability to work at assigned location(s); reasonable adjustments will be considered (E)
• Willingness to work flexibly within agreed working hours, which may include early mornings, evenings, or weekends depending on operational needs (E)
• Ability to work at assigned location(s); reasonable adjustments will be considered (E)
• Full driving licence and access to transport (E)

Employee Benefits

• Annual leave: 20 days rising to 25 after 2 years’ service, plus 12 statutory days
• Length of service holiday awards (up to 5 additional days)
• Flexible working arrangements in line with policy
• Workplace pension (auto‑enrolment)
• Occupational sick pay and Personal Health Insurance (subject to scheme rules)
• Enhanced family‑friendly rights
• Wellbeing hour (one paid hour pro rata per week, subject to agreement)
• Continuous Professional Development opportunities
• Birthday leave