To provide a first point of contact into community services, undertaking a high standard of referral that accurately records clients level of needs, as well as mandatory data required for external and internal standards. Provide clinically safe, robust, and effective triage in line with SPA & CDDFT SOP's, policies and procedures. Respond to all telephone enquiries in an efficient, responsible, and timely manner in line with operating standards, heading all enquiries with diplomacy, sensitivity and reassurance. To examine facts or situations, particularly around redirecting enquiries to other agencies and converting enquiries into referrals to operational teams. The successful candidate will be guided through the standard operating procedures for emergency and crisis situations. To record accurate and factual information, ensuring it is passed to the appropriate team/individual in a timely manner, maintain concentration during unpredictable demand within the service. To respond to all incoming telephone calls from a diverse range of people some of which may have a wide range of communication difficulties or may be telephoning regarding distressing or emotional information. Some calls may require tact or persuasive skills, barriers to understanding to provide and receive complex or sensitive information. To be responsible for monitoring and processing digital platform alerts from care homes, triaging and passing relevant information to the professional on duty. Monitor own performance and develop the knowledge and skills needed to achieve the best evidence-based knowledge to apply to the role. To follow policies and procedures in the SPA and CDDFT. Ensuring the best possible outcome for service users in line with operational procedures and best practice by escalating complaints, queries, concerns and feedback effectively. Ensure that any issues which may impact upon the business continuity of the service are escalated. Partake in the development of the SPA services. Support administrative staff within the SPA as needed Provide business continuity support to locality teams as and when required.