Work with us

Be the first friendly voice 

When someone is referred into Healthy Ageing Norfolk (HAN), you’ll be the first person they speak to. Some will know exactly what they need. Others will be worried, unsure or reluctant to ask for help. Your job is to listen, find out what really matters to them, and make sure they get the right support – first time. 

Over the phone, you’ll talk with people about their health, home, money, mobility and connections with others. You’ll help them choose a few realistic goals, then link them up with the right help, whether that’s information they can use straight away, or a referral to one of our HAN delivery partners: Norfolk Citizens Advice, Age UK Norwich and Voluntary Norfolk, or other local services. 

It’s a role for someone who is warm, curious and organised – someone who can put people at ease, ask good questions and spot when something isn’t right. You’ll be part of a friendly, close-knit team, so we’re looking for someone who enjoys working with others – sharing ideas, offering a helping hand and supporting colleagues. You don’t need to have done this exact job before. Full training is provided. 

About Healthy Ageing Norfolk 

Healthy Ageing Norfolk is a partnership between Norfolk Citizens Advice, Age UK Norwich and Voluntary Norfolk, working together to proactively improve the health, wellbeing and independence of people aged 50 and over across Norwich, Broadland, South Norfolk and Great Yarmouth. 

The Welcome Team is the front door to the programme. Every resident referred to HAN starts with a conversation with a Welcome Assessor, so the team plays a central part in making sure people get support that fits their lives, without duplication or delay. 

Job Description: Welcome Assessor 

Role purpose 

To provide a professional, person-centred first point of contact for residents referred into Healthy Ageing Norfolk; to carry out holistic wellbeing assessments that identify people’s needs, risks and priorities; and to connect them to the right support through the programme’s agreed pathways and partner services. 

What you’ll do 

1. Talk with residents and understand what matters to them 

• Contact residents referred to the programme within agreed timescales, explaining HAN, the Welcome Team’s role, consent and the support available. 

• Carry out structured wellbeing conversations by telephone covering, as relevant, health, mobility, falls, housing, money and benefits, loneliness, caring and community connections. 

• Support people who are distressed, reluctant to engage or in complex circumstances with patience and respect. 

• Help each person prioritise a small number of realistic goals and agree next steps. 

2. Decide the right support and make good referrals 

• Review referral information, fill in any gaps and check eligibility and location. 

• Use the programme’s agreed criteria to decide the right level of support for each person, recognising when more intensive help is needed and avoiding duplication of support already in place. 

• Provide information, signposting or direct referral to HAN partners and wider community services. 

• Write clear, accurate referral summaries and work with referrers and partners to resolve issues and coordinate support. 

• Handle out-of-scope referrals, declined support and case closures in line with service guidance. 

3. Keep people safe and keep good records 

• Recognise signs of abuse, neglect, self-neglect, exploitation, financial harm and urgent welfare concerns, and follow safeguarding and escalation procedures promptly. 

• Obtain and record consent, and share information only in line with HAN’s information-sharing agreements. 

• Keep accurate, timely records on the programme’s client record system (Mosaic) and other systems such as Casebook where needed. 

• Make clear in records what the resident has said, what others have told us and what you have observed, so every case has a clear audit trail. 

4. Manage your caseload 

• Manage your caseload, prioritising calls, callbacks and admin to make the best use of time without losing quality. 

• Work towards agreed individual and team targets for assessments and timeliness, taking account of case complexity. 

• Take part in supervision, case audits and feedback, and raise workload pressures or barriers early. 

5. Learn and help improve the service 

• Complete programme training, including safeguarding, information governance, assessment techniques, referral pathways and case recording. 

• Keep your knowledge of local support services up to date and share ideas to improve referrals and the service. 

• Travel to designated office locations across Norfolk as reasonably required for team working, training and supervision. 

Person Specification 

We know great people sometimes hold back from applying because they don’t meet every point. If this role excites you and you meet most of the essential criteria, we’d love to hear from you. Experience can come from paid work, volunteering or your own life. 

Essential 

• Experience of talking with people about personal or sensitive matters, by phone or face to face. 

• Excellent listening skills and the ability to build trust quickly over the phone, including with people who are distressed or have complex needs. 

• The ability to ask clear, structured questions, draw out what matters most and help someone agree practical next steps. 

• Good judgement about when to give information, when to refer and when to escalate a concern. 

• An understanding of why safeguarding matters and a willingness to act promptly on concerns. 

• Clear, concise and accurate written records. 

• Good organisation: able to manage a caseload and work towards targets while keeping quality high. 

• Confident using IT, including Microsoft Office, email and databases or case management systems. 

• A commitment to confidentiality, equality and a person-centred approach. 

• A good team worker who supports colleagues, shares knowledge and contributes positively to the wider team. 

Desirable 

• Experience in advice, health, social care, housing, community or voluntary sector work. 

• Knowledge of local support services in Norfolk. 

• Experience of carrying out assessments or making referrals between services. 

• Experience of using a case management system such as Casebook or Mosaic. 

• Understanding of data protection and information sharing. 

Full training will be provided, including safeguarding, assessment, referral pathways, case recording and Citizens Advice systems and procedures. 

Location: Norfolk-based, combining home and office working; attendance at [designated office locations] will be required. 

Hours: 37 Hours per week 

Salary: £25,867.13 

Reports to: Service Delivery Manager 

Contract Type: Permanent – reviewed annually in line with funding 

Start Date: As soon as possible – subject to relevant employment checks 

Special Requirements: Basic DBS and Right to Work check required 

Closing Date: 26th November 2026 

Interview Date: Rolling – we reserve the right to close this application early should we find a suitable applicant so please ensure you apply early 

Apply Here