Admin and Referral Worker

Location: Caerphilly, Caerphilly, United Kingdom

Salary: £23,154 per annum (Pro Rata)

Location (contractual): Contractually based in our Hwb in:
Pontllanfraith

Contract Type: Temporary - Maternity Cover - 9 months (with possibility of extension) - Workplace based

Hours & Working Pattern: 21 hrs per week (Part Time). 3 days a week (Must include a Monday). Flexible start and finish times incorporating 9.30am to 4.30pm with a minimum of 30 minutes unpaid break during shift. All team members must work flexibly on occasions to meet needs of the Charity and the people we support.

Accountable to: Assistant Support Services Manager

Purpose of the post: To provide responsive, trauma-informed administrative and frontline support to individuals accessing Cyfannol Women’s Aid services. Working closely with the Assistant Support Service Manager, you will support the safe and effective delivery of services by receiving referrals, offering immediate information and safety planning, providing practical support, signposting and ensuring high-quality administrative processes are maintained.

This role plays an important part in creating a welcoming, safe and inclusive environment for everyone accessing our services.

• Collaborate with team members to deliver high quality, specialist, trauma informed VAWDASV services
• Provide a tidy, organised and informative Hwb while assisting in setting up any assessment, counselling and training rooms ready for appointments, meetings, training or events
• Act as a welcoming, calm and respectful first point of contact for individuals attending or contacting the service whilst providing for their immediate comfort needs of those visiting us in person and seeking our support (for example offer refreshments, toilets, toys and conversation)
• Respond to visitors and in person/ phone or email enquiries in a non-judgemental and compassionate manner, ensuring people feel heard, safe and treated with dignity. Connect individuals to the appropriate colleague or sensitively signpost to relevant external agencies based on their needs and choices
• Maintain a clear and up-to-date understanding of the services delivered within Cyfannol, enabling you to provide accurate, accessible information and support individuals to make informed decisions about the support available
• Coordinate the effective and confidential use of office systems, including diaries, internal communications, directories and team member whereabouts, helping to ensure smooth service delivery and a psychologically safe working environment
• Collaborate with team members to ensure safe and effective running of the services in line with health and safety requirements
• Manage incoming donations, in line with current needs and agreed processes
• Assist team members when required, with, for example, MARAC researcher or managing waiting lists

Receive and respond to initial referrals in a trauma-informed and strengths-based way, gathering information sensitively and at a pace that feels safe for the individual. Identify appropriate support options collaboratively and complete required documentation accurately and respectfully.

Provide immediate safety planning for individuals making contact via telephone, email or drop‑in. This includes discussing practical options to enhance safety and facilitating access to security measures where required.

Support individuals to explore their options in relation to domestic abuse, ensuring information is clear, inclusive and accessible. Promote autonomy by respecting each person’s right to make informed choices about the support they wish to engage with.

Where there is an immediate need for refuge accommodation, support individuals to understand the process and access appropriate provision in a timely and supportive manner.

Complete referrals to alternative or specialist services where identified, ensuring individuals are supported to access the most appropriate pathway for their needs.

Accurately record all referral and contact information on relevant monitoring systems, always maintaining confidentiality and data protection standards.