We're Recruiting: GM VALOUR Single Point of Contact Officer
Do you have a passion for supporting veterans, Armed Forces families and the wider Armed Forces community?
Armed Forces Community HQ is looking for a compassionate, organised and proactive individual to become the first point of contact for the Greater Manchester VALOUR Recognised Network.
You'll play a vital role in helping people access the right support at the right time through a trauma-informed, "No Wrong Door" approach, working alongside partners across Greater Manchester and the North West.
If you thrive in a people-focused role and want to make a genuine difference to the lives of those who have served, we'd love to hear from you.
- Wigan HQ / Hybrid Working
- £28,000 Per annum (PRO RATA)
- Fixed-term to May 2029
- Apply to [email protected] (1 page cover letter and CV)
Armed Forces Community HQ is a not-for-profit organisation established in 2018 in Wigan Borough to provide a safe space for the Armed Forces community to belong, become socially included and access better life chances.
We offer a host of activities and programmes, delivered on site and in community settings by peers with lived experience and provide advice, guidance and support to Veterans, their families and carers.
The postholder will provide a welcoming, trauma-informed and person-centred response via telephone, webchat, email, outreach and referral pathways, ensuring a "No Wrong Door" experience. They will undertake triage, needs assessments, navigation and referral coordination, enabling beneficiaries to access the right support, at the right time, through the right organisation.
Working closely with the GM Partnership & Delivery Manager, Local Authority partners, VALOUR Recognised Centre’s and commissioned providers, the SPOC Officer will ensure seamless service access, effective case coordination and high-quality data capture that supports programme reporting, quality assurance and continuous improvement.
Key Responsibilities
Beneficiary Engagement & Triage
Act as the first point of contact for all GM VALOUR enquiries.
Manage incoming referrals via all access routes including telephone webchat and email
Follow up with beneficiaries to ensure services have been accessed.
Escalate complex or high-risk cases where required.
Support continuity of care and reduce disengagement from services.
Partnerships & Networking
Develop positive working relationships with delivery partners across Greater Manchester.
Liaise regularly with: Local Authorities, NHS services DWP, Ops and Community Organisations
Participate in operational meetings and case discussions.
Support the development of effective referral pathways and operational protocols.
Data, Reporting & Quality Assurance
Maintain accurate case records within the CRM system.
Ensure all activity is recorded in line with VALOUR reporting requirements.
Capture outcomes, distance travelled and beneficiary feedback.
Contribute to performance monitoring and KPI reporting.
Support audits, quality assurance reviews and service evaluations.
Identify emerging trends, gaps in provision and unmet need
Safeguarding, Risk & Compliance
Apply safeguarding procedures consistently.
Identify and respond to welfare concerns, self-harm risks, homelessness and crisis situations.
Follow incident reporting and escalation procedures.
Ensure compliance with: GDPR, data protection legislation and information sharing protocols
Maintain confidentiality and professional boundaries.
Community Engagement & Outreach
Map and support outreach activities across Greater Manchester.
Promote awareness of the VALOUR Network and SPOC service.
Attend community events, drop-ins and partner sessions.
Support co-production activities and beneficiary engagement initiatives
Gather lived experience feedback to support service development
Organisational Responsibilities
Work within AFCHQ policies and procedures.
Promote the values of collaboration, equity, inclusion and trauma-informed practice.
Contribute to a culture of continuous improvement.
Undertake relevant training and professional development.
Participate in supervision and reflective practice.
Work flexibly to support operational delivery, including occasional evening or weekend working.
Support the wider mobilisation and development of the GM VALOUR Recognised Network.
Conduct holistic needs assessments and triage.
Identify immediate risks and safeguarding concerns.
Provide information, advice and guidance on available support pathways.
Ensure beneficiaries only need to tell their story once through effective assessment and recording systems.
Deliver a compassionate, trauma-informed and veteran-aware service at all times
Navigation & Case Co-ordination
Coordinate access to support across all support areas including Health, Employment and Housing
Make warm referrals into statutory and VCSE services.
Maintain oversight of referrals and ensure progression through support pathways
Person Specification
Essential Criteria
Experience
- Experience providing advice, guidance, support or case management to vulnerable individuals.
- Experience working within health, housing, welfare, employment, community or social support services.
- Experience undertaking assessments, triage or support planning.
- Experience managing referrals and coordinating support pathways.
- Experience maintaining accurate records and case management systems.
- Experience working within multi-agency environments.
- Experience handling sensitive and confidential information.
- Experience working with people experiencing multiple disadvantage or complex needs.
Knowledge & Understanding
- Understanding of the challenges affecting veterans and Armed Forces families.
- Knowledge of trauma-informed and person-centred practice.
- Understanding of safeguarding principles and procedures.
- Understanding of professional boundaries and confidentiality.
- Understanding of health, housing, welfare and employment support systems.
- Understanding of equality, diversity and inclusion.
Skills & Abilities
- Excellent communication and active listening skills.
- Ability to build trust and rapport quickly.
- Strong assessment and problem-solving skills.
- Ability to manage a varied workload and competing priorities.
- Ability to work calmly under pressure.
- Strong organisational and administrative skills.
- Accurate record keeping and data entry skills.
- Competent IT skills including Microsoft Office and CRM systems.
- Ability to work independently and as part of a team.
Other Requirements
- Commitment to AFCHQ values and mission.
- Willingness to travel across Greater Manchester when required.
- Flexible approach to working arrangements.
- Enhanced DBS clearance.
Desirable Criteria
Experience
- Experience working within Armed Forces, veterans or military charity sectors.
- Experience operating a helpline, contact centre or single point of access service.
- Experience delivering telephone, webchat or digital support.
- Experience using outcomes monitoring systems.
- Experience supporting outreach and community engagement activities.
- Experience contributing to service development and quality assurance processes.
Knowledge
- Knowledge of the Armed Forces Covenant.
- Understanding of VALOUR principles and priorities.
- Knowledge of OP COURAGE, OP NOVA, OP FORTITUDE and wider veterans' services.
- Understanding of Greater Manchester Live Well approaches.
- Knowledge of homelessness prevention and Housing First principles.
- Understanding of welfare benefits and debt support services.
Qualifications
- Level 3 or above qualification in Advice & Guidance, Health & Social Care, Community Development, Counselling Skills or equivalent.
- Member of the Armed Forces community or lived experience of supporting the Armed Forces community
As part of our commitment to safeguarding, candidates who reach the shortlisting
stage, will be asked to disclose any relevant criminal convictions as part of pre-
employment checks. A conviction will not automatically disqualify you from
employment but will be considered in relation to the role. We comply with the
Rehabilitation of Offenders Act 1974
We would also appreciate early disclosure of sensitive information (such as
employment gaps, or health conditions) at the shortlisting stage to help us balance
legal requirements, transparency, and manage expectations.
Closing Date Friday 19th June 26
Pay: Up to £28,000.00 per year
Benefits:
- Company pension
- Cycle to work scheme
- On-site parking
Experience:
- advice, guidance and support to vulnerable individuals: 1 year (required)
- assessments, triage or support planning: 1 year (required)
Work Location: Hybrid remote in Wigan WN1 3SE
