Front Door Advisor

Job Introduction

Grade 7 (£31,537.00 – £33,434) - salary subject to experience
Children’s Services – Front Door & Partnerships (MASH)
Dudley Metropolitan Borough Council

Dudley has transformed how it supports children and families, evolving from a traditional MASH into a dynamic integrated Children’s Front Door model that brings together multi-agency partners and Early Help services.

As we continue to refine and strengthen our offer, an exciting opportunity has arisen to recruit two permanent Front Door Advisors to join our established and growing team.

About the Role

Front Door Advisors play a vital role at the first point of contact for Children’s Social Care, supporting children aged 0–18 and their families by ensuring they receive the right response, at the right time, from the right service.

You will be part of a multi-agency team working within our integrated Front Door, responding to contacts from professionals and members of the public.

This role focuses on:

• Screening and triaging contacts at the earliest stage
• Providing advice, guidance, and signposting
• Ensuring appropriate progression in line with the Dudley’s Continuum of Need Document
• Resolving as many enquiries as possible at the first point of contact through a restorative and outcome-focused approach

The role is predominantly office-based (3 days a week in the office after induction and initial training) and does not involve direct face-to-face work with families.

Key Responsibilities

As a Front Door Advisor, you will:

• Undertake screening of referrals and safeguarding notifications at first contact
• Communicate effectively with families, professionals, and partner agencies
• Provide clear advice, information, and signposting to appropriate services
• Work collaboratively across agencies to ensure a seamless customer journey
• Identify and escalate risk of harm where appropriate
• Maintain high-quality, accurate records in line with statutory requirements
• Support the continuous improvement of service delivery within Children’s Social Care

The role will involve responding to a wide range of enquiries including advice requests, safeguarding checks, referrals, and information queries.

About You

We are looking for individuals who are:

• Experienced in Children’s Social Care, Early Help, or a related environment
• Skilled in delivering high-quality customer service, advice, and information
• Confident handling complex and sensitive enquiries
• Able to analyse information and make sound decisions under pressure
• Strong communicators, both verbal and written, with a professional telephone manner
• Comfortable using a range of IT systems and databases
• Committed to safeguarding, equality, and excellent customer care

You will demonstrate the ability to:

• Work both independently and as part of a team
• Manage a varied and demanding workload
• Remain calm, empathetic, and solution-focused in challenging situations

A relevant qualification (or willingness to work towards one) is expected.

Why Join Dudley?

• Be part of an innovative Front Door model shaping how services are delivered
• Work within a supportive, multi-agency environment
• Contribute to improving outcomes for children and families
• Opportunities for learning, development, and progression

Additional Information

• Permanent positions (x2)
• Enhanced DBS check will be required
• Office-based role within Dudley’s Front Door service

Interested?

If you are passionate, motivated, and committed to improving outcomes for children and families, we would like to hear from you.

For an informal discussion about the role, please contact:
Wayne Calder, Service Manager (Front Door & Partnerships) @ wayne.calder@dudley.gov.uk

Workplace Attendance: Working in the office 3+ days a week (pro-rata) or Onsite full time

So that we can demonstrate Dudley’s commitment to diversity and inclusion and to improve bias in the recruitment process that could create barriers for candidates. Your personal data will be anonymised when you apply, to ensure that you comply with our anonymisation process, please ensure you have removed your name and date of birth from any attachments prior to uploading them to your application.

Online application forms will only be accepted for this vacancy, online facilities for jobs are available at public libraries within the Dudley Borough.

All applicants must be able to provide documentation to prove their right to work in the UK.

Please note: Dudley MBC does not currently offer sponsorship for candidates without the Right to Work in the UK.

If you require support completing an online or paper application form and or interview techniques, please contact Dudley Adult and Community Learning on 01384 818 143 or acl@dudley.gov.uk who can support with Digital Skills and Job Applications.

If you have a disability and require assistance in making an application please contact the HR Resourcing Team via HR.Resourcing@dudley.gov.uk

If you are experiencing a problem whilst applying for a position, please follow the link below to the WM Jobs Help Page in the first instance https://help.wmjobs.co.uk/

If the WM Jobs Help Page does not resolve your issue then please contact the HR Resourcing Team via HR.Resourcing@dudley.gov.uk

Dudley Council will check the information that you have provided against any details already held for accuracy and completeness. The Council will check, share and cross match your information both internally within the council and with external organisations to protect public funds and prevent or detect crime, only where the law allows us to do so.

The Council’s full Privacy and Disclaimer Statement can be accessed on the website at https://www.dudley.gov.uk/privacy-disclaimer-statement/

N.B. We reserve the right to close this vacancy prior to the advertised date should we receive a large number of applications

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