Job Role: Referral and Onboarding Officer
Location: West of England Combined Authority – Region-wide, community-based and hybrid, with a designated main base Salary: £28,000 per year Contract: Fixed term to September 2026 (with an anticipated 3‑year extension) Working Hours: Full-time, 37.5 hours per week Reporting to: Delivery Manager
Role Overview
We are seeking a proactive and people‑focused Referral and Onboarding Officer to act as the first point of contact for individuals expressing interest in employability and skills support across the region. This role is central to ensuring that referrals are triaged effectively in line with SEQF/IPS eligibility frameworks and allocated to the most appropriate pathway.
Working within the Regional Employability System (RES) ecosystem, you will support the region’s ambition to create an inclusive economy by helping residents access sustainable employment opportunities. You will review Expressions of Interest (EoIs), assess eligibility and needs, and direct individuals to the correct programme, pathway, or wider provision.
The role also involves supporting the Delivery Manager and delivery partners to promote the programme, strengthen referral networks, analyse referral trends, and contribute to continuous improvement. You will champion inclusive employment, mental health awareness, and evidence‑based support for individuals with health conditions or complex barriers to work.
This position requires excellent communication, empathy, assessment skills, and strong organisational abilities. You will work collaboratively with internal teams and external partners to ensure high‑quality engagement, accurate data capture, and a positive participant experience.
Key Responsibilities

• Act as the first point of contact for all referrals into the programme or wider regional skills services. – Conduct structured triage assessments to determine eligibility, needs, and potential risks. – Support the mapping and maintenance of referral pathways, ensuring compliance with SEQF assurance guidelines, including data sharing, programme allocation, and liaison with caseworkers and referral services. – Gather and record accurate information to support referral decisions and essential data capture. – Provide clear information, advice, and guidance to participants regarding available services and next steps. – Allocate referrals to the appropriate pathway (IPS, SEQF, employer‑based or wider provision) based on participant needs, location, and caseload capacity. – Ensure all referrals are accurately uploaded to organisational case management systems and relevant external systems (including DWP PRaP where required). – Monitor and track referral progress to ensure timely action and a respectful, person‑centred experience. – Analyse referral trends and provide reports to the Delivery Manager and delivery teams. – Maintain strict confidentiality and adhere to data protection standards at all times. – Complete participant allocations to delivery partners or employer‑based pathways following external approval processes. – Maintain up‑to‑date knowledge of local support services, including health, employability, housing, and community organisations. – Contribute to team meetings, supervision, and reflective practice sessions. – Support the Delivery Manager to strengthen existing referral pathways and develop new ones. – Build and maintain strong partnerships with community‑based organisations (statutory and VCSE) to support referral generation and multi‑agency collaboration. – Promote inclusive employment, mental health awareness, and positive engagement practices. – Maintain accurate documentation of activities, outcomes, and impact to support programme delivery and fidelity requirements. – Contribute to impact measurement by collecting destination data and evidencing participant outcomes. – Promote and uphold safeguarding, equality, diversity, and inclusion at all times.

Person Specification
Essential Criteria

• GCSE Maths and English at Grade C/4 or equivalent – Experience in triage, assessment, or customer‑facing roles within health, employability, or social care settings – Strong interpersonal and communication skills, including telephone and written communication – Understanding of mental health, learning disabilities, substance misuse, and other complex barriers to employment – High attention to detail and accuracy in record‑keeping – Experience working in a collaborative or integrated setting – Ability to manage competing priorities and meet deadlines in a target‑driven environment

Desirable Criteria

• Experience within supported employment, employability, or skills‑based programmes – Knowledge of IPS, SEQF, or similar frameworks – Familiarity with regional employability systems or multi‑agency partnership working

Core Behaviours

• Impact‑Driven: Focused on achieving outcomes that transform lives – Resilient: Maintains persistence and optimism when facing challenges – Ethical & Inclusive: Champions equality, diversity, and respect – Solution‑Focused: Uses initiative to overcome barriers and adapt approaches – Accountable: Delivers on commitments with professionalism and integrity – Self‑Motivated: Demonstrates drive, ownership, and a commitment to high standards

Why Work With Us

• Join a supportive, values‑driven organisation committed to inclusion, recovery, and sustainable employment – Access accredited IPS or SEQF Level 3 practitioner training and further professional development opportunities – Competitive salary and benefits package – The opportunity to make a measurable impact on inclusive employability and the local economy

 
How to Apply For more information or to apply, please contact: Robert Rowe – 07935 141342 rrowe@trigonrecruitment.co.uk