Front Door Advisor

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.

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.

• 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

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.

• 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

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