Integrated Advice Officer

Overview

Integrated Advice Officer role within the adult social care function of the Single Point of Access (SPA). The SPA is a multidisciplinary team including Nurses, Social Workers, Occupational Therapists, Mental Health Practitioners, Integrated Advice Officers and A3 Assessors. The role focuses on delivering professional front line customer service, handling referrals, and providing advice and information related to wellbeing and adult social care.

Location: Focus Independent Adult Social Work, Heritage House, Fisher mans Wharf, Grimsby, North East Lincolnshire, DN31 1SY

Pay: £24,307 to £27,097 per year pro rata plus shift premiums

Contract: Permanent

Working pattern: Full-time, Flexible working

Date posted: 27 January 2026

Reference number: U

• Deliver a professional front line customer service for Adult Social Care.
• Undertake first level screening over the telephone and respond to other electronic referrals into the North East Lincolnshire Adult Social Care service.
• Provide a comprehensive advice and information service to the general public, other professionals and stakeholders.
• Maintain accurate and comprehensive records (Systm One).
• Provide a professional front line service to clients, their carers, members of the public, other professional colleagues and all other stakeholders who make contact with Adult Social Care.
• Complete screening and risk assessments on the telephone; divert or signpost callers or resolve presenting needs autonomously where appropriate.
• Provide advice, information and guidance to the general public, other professionals and a range of stakeholders; ensure information is accurate and up to date.
• Undertake proportionate assessments, identify risk factors, and determine speed/urgency/priority levels of onward referrals; where needed, make small adjustments to support packages.
• Understand and implement the Care Act 2014 and Care and Support Eligibility criteria.
• Research, develop and maintain knowledge of Focus services and partner agency provisions to ensure the best possible service for clients and callers.
• Instigate Missing Persons Policy in respect of lone workers, if appropriate.
• Update and maintain IT systems (client and staff databases, electronic rota management) as required.
• Undertake data quality tasks; identify and alert safeguarding issues relating to adults and children; divert calls according to policy.
• Establish links with staff, statutory, voluntary and community bodies in accordance with policy; collate and produce accurate information/records/reports when required.
• Receive and direct calls from health and social care professionals and the general public; exercise initiative and seek supervisor support when required.
• Provide accurate, up-to-date information; overcome communication barriers using negotiation, prompts, encouragement, reassurance and motivational techniques.
• Use tact, sensitivity, reassurance and empathy with distressed callers; apply listening, persuasion and solution-focused skills to aid resolution or signpost to further assessment and service provision.

Qualifications

Essential

• NVQ Level 3 in Customer Care or Health and Social Care or equivalent or willingness to work towards.
• Evidence of a sound educational background including Maths and English to GCSE (A-C) standard or equivalent.

Desirable

• NVQ Level 4 in Customer Care or Health and Social Care or equivalent.
• Recognised IT or word processing qualification (e.g., OCR/RSA II Word Processing; CLAIT, ECDL or equivalent).

Skills/Abilities

Essential

• Ability to maintain accurate records using written communication and IT skills.
• High levels of IT skill with meticulous attention to detail.
• Ability to use own initiative and apply independent judgement within the post’s parameters.
• Effective interpersonal/communication skills to build networks with colleagues, partner organisations, clients and carers.
• Ability to interpret complex information and determine appropriate action.
• Ability to remain calm and professional during distressing conversations, using tact and diplomacy.
• Empathy and sensitivity to a range of needs.
• Strong organisational ability to manage a workload, meet…