Last day

Help Hub Support Officer

South Norfolk and Broadland Councils
Place of work:
Horizon Building, Norwich, Norwich
Salary details:
£25,494 - £ 29,576 per annum
Job term:
Full Time
37 hours per week
Fixed Term
Closing date:
24 September 2023 11:30 PM
Available to
Available to
Available to
Available to
Available to
  • Bookmark this job

Fixed Term Contract for 4 months 

Role Snapshot…

Would you like to gain experience in a frontline team providing advice and support to our most vulnerable residents?   An opportunity has arisen to join the Help Hub Triage and Assessment Team on a secondment or fixed term basis.  The Triage and Assessment Team is the first point of contact for residents with a range of needs. The team works with individuals and families to get them to the right support and advice as soon as possible.


What You Could be Part of...

Working at the Council enables you to be part of an organisation which is proud to deliver high-quality, customer focused services. Our success comes from us being commercially astute and business-like.  Continuous improvement is also vital and we challenge ourselves to develop new and innovative ways to improve the services that make a real difference to people’s lives.

What You Will be Doing...

This role is funded as part of a falls prevention pilot project with Norfolk County Council. Help Hub Support Officers will be contacting customers identified as being at risk of a fall, assessing their needs and linking them with a range of preventative services. You will support the delivery of this pilot, as well as backfilling the existing HHSOs day to day functions, whilst they undertake these assessments.

The HHSOs are a primary point of contact for customers accessing a range of services, building case records and making decisions on how best to support customers. Alongside your work with customers, you will provide the day-to-day support to the wider Help Hub team and partnership. You will provide a valuable advice source for other professionals working in this field. 


You will undertake a range of activities and functions including:

  • Help hub phone enquiries
  • Taking referrals and assessing customer needs
  • Making triage decisions on cases
  • Administering collaboration meetings and case discussions
  • Delivery of the Household Support Fund and Flexible Funding
  • Disabled Facilities Grant applications and triage
  • Data reporting and analysis.  


What you Need….

  • Experience of dealing with vulnerable or challenging individuals in a face to face or administrative role
  • Evidence of being able to develop, maintain and update procedures as necessary
  • The ability to exercise judgement in a range of scenarios including working with different organisations
  • The ability to find creative solutions and make sound decisions in order to resolve customer issues
  • The ability to multi-task and work under pressure to meet deadlines
  • The ability to deal and communicate with different within the services and in customer facing situation
  • Significant experience of working with IT systems and Microsoft office applications.  


 What Benefits do our Employees Receive?

View all our amazing staff benefits on offer for our employees. Our website has a brilliant benefits section allowing you to see the range of discounts, exclusive offers and total rewards our employees receive. Make sure you stop by to find out more information.

What Wellbeing Support do our Staff Have Access to?

The Councils want to ensure all our employees have a safe comfortable place to work, ensuring that employees feel empowered to actively manage their own wellbeing both at work and at home. The Councils have a large wellbeing section available on the website outlining our commitment to the wellbeing of the employees of the Council.


Where are we advertising?

Advertising Internally Only

Please apply via submitting your expression of interest to the relevant recruiting manager, a template for an expression of interest can be found on Connect.

Key Dates

Closing Date

17 September 2023 at 11:30PM 

Interview Date

To be confirmed  

*The Councils reserve the right to close the any and all vacancies after one week, if there is judged to be a sufficient number of applications received.

If you any questions about the role, then please don’t hesitate to contact the recruiting manager or human resources, who will be happy to answer any questions on the role or the Councils.

Job location