About Us

The Fire Fighters Charity offers specialist, lifelong support for members of the UK fire services community empowering individuals to achieve mental, physical, and social wellbeing throughout their lives.  

We are looking for a Triage and Support Officer to join our assessment practitioner team.  

This role can be based at any one of our centres; Harcombe House in Chudleigh, Devon, Jubilee House in Penrith, Cumbria or Marine Court in Littlehampton, East Sussex. We are open to this role being fully remote, in discussion with the successful candidate.  

About the role

As a Triage and Support Officer, you will play a crucial role in our team, acting as the first point of contact for incoming website and email enquiries. Your responsibilities will include gathering key information, assessing service users for eligibility, and identifying any immediate risks. Through our triage process, you will prioritise urgent cases and ensure all service users receive the support they need, working closely with our Assessment Practitioners. 

You will provide initial advice, information, and signposting, making referrals where appropriate to help service users access the support available at Fire Fighters Charity. Clear and accurate documentation and communication are essential throughout the triage process. You will collaborate with members of the multidisciplinary team to ensure a seamless transition into the relevant services. 

The ideal candidate will be proactive, and compassionate. You should have excellent communication skills and be comfortable working independently and, in a hybrid, or remote environment. Your ability to manage time effectively and maintain accurate records will be key to your success in this role. If you are adaptable, detail-oriented, and eager to contribute to a dedicated team, we would love to hear from you. 

This role is subject to a Disclosure and Barring Service check.  

About you

Previous experience of working on a health and wellbeing helpline or support line, is preferred. You will need experience of dealing directly with services users, providing them with advice, support and information.  

You will also need to be familiar with triage processes or similar methodologies for assessing urgency and complexity of cases. 

You will take a compassionate approach to supporting service users, demonstrating empathy and respect in all interactions, and you will need the ability to work independently and maintain accurate and confidential records.   

We recognise the need for personal resilience within this role and offer all employees access to a health care cash plan, Employee Assistance Programme and premium access to the Headspace App to support a healthy work life balance.  

The Charity is an Equal Opportunities employer, and we welcome applications from all sections of the community. When recruiting our new team members, regardless of the role, we are looking for people who share our values to help us to achieve our strategic plan. 

How to apply

Please submit a CV and covering letter via our online portal. If you require assistance, please contact us.  

We reserve the right to close this role early should we receive a sufficient number of applications. Due to the number of applications we receive, we are unable to contact applicants who are not shortlisted for interview. If you do not hear from us within two weeks of the closing date, please assume that your application was not successful this time.