Single Point of Access Practitioner

Single Point of Access Practitioner

Responsible To:
Single Point of Access Manager

Contract Term:
Permanent contract, various part-time hours available

Salary Band: £25,000 - £27,000 FTE per annum

Closing Date: 4th October 2026

ONSIDE is a charity working across Herefordshire & Worcestershire and the surrounding areas to ensure people are heard, supported and empowered to make choices about their lives. Through

advocacy and a range of support services, we work alongside people who may be vulnerable, disadvantaged or facing difficult circumstances, helping them understand their rights, have their voices heard and access the support they need.

Whatever your role at ONSIDE, you’ll be part of an organisation that is passionate about making a positive difference in people’s lives.

Step into a rewarding role as a Single Point of Access Practitioner. Our Single Point of Access (SPA) Team is the first point of contact for children, young people, families and vulnerable adults seeking support across our services.

No two days are the same. You will make initial contact with individuals accessing our services, triage referrals, assess risk and safeguarding concerns, and help connect people with the most appropriate support, both within ONSIDE and through external services.

Working in a busy and supportive environment, you’ll need a calm, compassionate and professional approach. While the role can be emotionally challenging at times, it is highly rewarding. Full training will be provided to equip you with the skills and confidence to carry out triage, manage sensitive information and effectively support those who need our help.

• Act as the first point of contact for enquiries, referrals and visitors, providing a professional, welcoming and person-centred service.
• Make timely initial contact with children, young people, families, vulnerable adults, parents and carers accessing support.
• Assess and process referrals, gathering relevant information to understand needs and determine appropriate next steps.
• Undertake proportionate risk and safeguarding screening, identifying concerns such as abuse, neglect, exploitation, domestic abuse, self-harm or suicide risk, and escalating where required.
• Take prompt and appropriate action in response to safeguarding concerns, ensuring compliance with organisational policies and procedures.
• Provide advice, information and signposting to internal and external services, helping individuals access the most appropriate support.
• Liaise effectively with service users, colleagues and partner agencies to coordinate referrals, obtain information and provide updates.
• Maintain accurate, timely and confidential records using organisational systems, ensuring compliance with GDPR and information-sharing requirements.
• Maintain and update service information, referral pathways and signposting resources to support effective service delivery.
• Deliver a high standard of customer service through all communication channels, including telephone, email and face-to-face contact.
• Support the administration of lone working processes and other operational systems to ensure service safety and effectiveness.
• Provide administrative support and guidance to volunteers and colleagues as required.
• Contribute to service development, continuous improvement and the promotion of equality, diversity and inclusion.
• Work flexibly to meet the needs of the service and support wider organisational priorities when required.

• Work within the organisation’s stated principles and values, adhering at all times to the organisational policies, procedures and guidelines
• Take responsibility for safeguarding appropriate to your role and raise…