Initial Contact Coordinator

Initial Contact Coordinator - Monday to Friday 8.30am-5:00pm, until 6pm on a rota basis - 1 week in 4 on average. Fixed Term Contract until end of March 2027. Empowering individuals through advice, guidance and care.

Who We Are & What We Stand For

Do you want to help make Gateshead a place where everyone thrives? If that sounds like you, keep reading - we might be the perfect match. We’re delighted that you’re interested in working with us. You’d be joining us at a very exciting time. We pride ourselves on our ambitious and forward-thinking approach to taking care of Gateshead and its people, and we passionately believe that our employees reflect that spirit in truly enabling Gateshead to thrive.

At Gateshead Council you’d be a highly valued member of a team that recognises and respects the skills that you bring to your role, encourages creativity and passionately advocates a great work / life balance. Our actions speak louder than words, and with flexi-time and hybrid working available across many of our roles, as well as a full suite of outstanding employee benefits, we’re confident that it isn’t just the salary that attracts our staff.

Help people access the right support when it matters most. Adult Social Care at Gateshead Council supports adults with care and support needs to live safe, independent and thriving lives. The service provides statutory assessments, safeguarding, prevention, and a wide range of community-based support in line with the Care Act 2014. Working in a strengths-based way, Adult Social Care focuses on wellbeing, independence and personalised outcomes, helping people to access the right support at the right time, whether through assessment and planning, enablement services, technology-enabled care, or wider community resources.

Be the first step in someone’s journey to better support. As an Initial Contact Coordinator, you will be the first point of contact for adults, families and professionals seeking support from Adult Social Care. Working as part of a dedicated and responsive team, you will provide timely information, advice and guidance across telephone, online and face-to-face channels. Using a strength-based approach and applying key legislation such as the Care Act 2014, you will assess needs, identify risks, and determine the most appropriate pathways for support or signposting. This role plays a vital part in promoting independence, wellbeing and early intervention, ensuring that individuals receive the right help at the right time while maintaining high standards of record-keeping and professional practice.

What You'll Get To Do

• Act as a first point of contact for Adult Social Care enquiries via telephone, online platforms and face-to-face interactions.
• Provide clear, accurate information, advice and guidance, ensuring individuals are directed to the most appropriate services or support pathways.
• Gather, assess and analyse information using a strengths-based approach to determine needs and appropriate outcomes.
• Apply relevant legislation, including the Care Act 2014, to determine eligibility for support.
• Respond to urgent or complex enquiries, prioritising effectively and escalating where necessary.
• Maintain accurate and up-to-date case records in line with professional and organisational standards.
• Work collaboratively with colleagues, partner agencies and voluntary/community organisations to achieve positive outcomes.
• Build and maintain knowledge of local services, resources and preventative support options to promote independence and wellbeing.
• Undertake non-complex reviews of care packages and complete required documentation.
• Participate in a rota system, including out-of-hours working and flexibility to work across different locations within the borough.

What You'll Bring

• NVQ Level 3 Certificate in Information, Advice & Guidance (IAG), equivalent qualification or equivalent work experience in comparable position.
• Knowledge of key legislation including the Care Act 2014, Mental Capacity Act 2005 and safeguarding frameworks within Adult Social Care.
• Experience of working in a social care or similar environment, including handling referrals and providing advice and guidance.
• Strong communication skills, both written and verbal, with the ability to convey information clearly and accurately.
• Excellent interpersonal skills, with the ability to listen, show empathy and understand individual needs, including non-verbal cues.
• Ability to assess and analyse information, using a strengths-based approach to make informed decisions and determine appropriate actions.
• Confidence working independently, using initiative to manage workload, prioritise enquiries and respond effectively.
• Good IT and administrative skills, including the ability to maintain accurate records and use systems such as Word and Excel.

What’s In It For You

Competitive Salary: We offer fair and transparent pay that reflects your skills and experience. Outstanding Pension Scheme: We don’t just offer a great salary we invest in your future too. Find out what benefits a Local Government Pension provides: https://twpf.info Generous Annual Leave: Enjoy 28 days of annual leave, rising to 32 days after 5 years (2 of which can be fixed by the Council), plus the option to buy up to 10 extra days. Flexible Working Hours: Benefit from up to 26 flexi days per year (subject to business needs), giving you more control over your time. Hybrid & Flexible Working: We support a healthy work-life balance with flexible and hybrid working options. Learning & Development: Access a wide range of training, development, and progression opportunities to help you grow your career. Health & Wellbeing Support: From discounted gym memberships through our partner GLL to mental health resources, we care about your wellbeing. Cycle to Work Scheme: Save money and stay active with our tax-efficient cycle to work programme. Electric & Hybrid Car Scheme: Get behind the wheel of a brand-new electric or hybrid vehicle through our salary sacrifice car scheme in partnership with NHS Fleet Solutions a cost-effective, environmentally friendly way to drive (after 12 months service). Exclusive Discounts & Salary Sacrifice: Through our VIVUP employee benefits platform, enjoy discounts on shopping, travel, and services plus salary sacrifice options on white goods, electronics, and more, helping you spread the cost of essential purchases (after 6 months service).

Our commitment to you

We are an equal opportunities employer and aim to have a culture and a workplace where our people feel a sense of belonging, are respected and empowered to do their best work. We know that we deliver better services when our workforce reflects the full range of backgrounds and experiences in the society we serve. We welcome applications from suitably qualified people from all sections of the community, regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation

How To Apply

You can apply online using the apply now button below. Within the form, you’ll be asked for details about you, your career history, skills, experiences and qualifications. We advise you to be as detailed and specific as possible, paying particular attention to any of the above which are relevant to the role to which you are applying. If you have any questions about your application, please don’t hesitate to reach out to our recruitment team via

Please note: As a Disability Confident employer, we guarantee an interview to all disabled applicants who meet the essential criteria for the role. However, in high-volume recruitment situations, it may not always be practicable to interview every eligible candidate. In such cases, we may need to prioritise those who best meet the essential criteria, based on the information provided in the application. Additionally, the Council reserves the right to close this vacancy early or adjust the shortlisting criteria, including the pass mark for interview selection, to ensure a fair and manageable recruitment process. We encourage early applications.