Single Point of Contact Worker Better Days Bolton Location: Better Days Bolton, Queen Street, Bolton, BL1 1SX Working Hours: 37 hours per week, Mon-Fri 9am-5pm (with an expectation to work one late night on a rota basis) Contract Type: Permanent Salary: 24,243 – 28,930 per annum Please note that we will be interviewing as we go, therefore the close date is subject to change. Please note: The salary listed reflects the full earning potential for this role. Starting salaries depend on experience and progression within the band. About Waythrough Waythrough was formed in 2024 following the merger of Humankind and Richmond Fellowship. Together, weve created one of the largest mental health and social support charities in England. Every year, we support around 125,000 people through nearly 200 services and its all made possible by our 3,500 brilliant staff and volunteers. Make a real difference in your community Are you passionate about helping others live safer, healthier, more independent lives? Join our team at Waythrough and support people facing challenges around mental health, substance use, housing or domestic abuse. This is more than just a job its a chance to build meaningful relationships and create lasting change. Description of the Service: Better Days Bolton delivers structured, evidence-based support for individuals experiencing difficulties related to drug and alcohol use. The service provides confidential assessment, treatment, and recovery interventions, delivered in line with national guidance and best practice. Working in partnership with health, social care, and community organisations, the service aims to improve health outcomes, reduce harm, and support sustained recovery for individuals and families within the Bolton area. About the role: To provide an efficient and effective response to all who contact your service including professionals, service users, family members or carers. Key duties will include: Manage all calls coming into the service, responding in an efficient and calm manner and directing the clients and professionals to the most appropriate staff. This may involve screening enquiries, prescribing queries, booking appointments via electronic diary management and connecting the callers through to other staff. Triage referrals by gathering accurate information from individuals contacting the SPOC using excellent communication skills to direct them to the correct element of the service. Maintain accurate and appropriate records in accordance with the organisations confidentiality policy. Ensure that essential information is supplied within the required deadlines to the appropriate authorities, adhering to the companys confidentiality requirements. Communicate effectively within the team, workplace, the organisation and with other agencies (including positively contributing to team meetings). Work as a multi-disciplinary team working to achieve a range of outcomes. Work within established care pathways and referral procedures. Continuously review and implement own personal development plan with support from line manager. Undertake continuing professional development including participating in clinical supervision, performance reviews and attending training as/when required. About you: GCSE Maths and English (or equivalent) Proficient in Microsoft Outlook Office programmes Excellent communication and telephone skills Ability to work with disadvantaged/vulnerable people Ability to deal with a range of queries from service users, professionals, family members and carers Knowledge and understanding of the issues facing people who misuse substances Understanding of and ability to implement risk assessments Ability to keep effective records including documenting relevant information onto a management information system Understanding of safeguarding issues for children and vulnerable adults Demonstrate a understanding and have commitment to the principles of equality and diversity Employ a mature, sympathetic, non-judgemental attitude towards Service Users and their family Ability to respond to a range of calls, including high risk and those in crisis What We Offer We value the people who make a difference every day. Alongside meaningful work, youll enjoy a comprehensive benefits package: 27 days annual leave, rising to 32 after 1 year (plus bank holidays) Pension scheme with 4.5% employer contribution, matched up to 6.5% Life assurance (3 annual salary) Enhanced sick pay and family-friendly pay Birthday leave and the option to buy up to 5 extra days annual leave Professional fee reimbursement for relevant qualifications 24/7 online GP access and Employee Assistance Programme Recognition and long service awards via our Way to Go and Aspirations portals 500 Recommend a Friend bonus Cycle to Work scheme and Credit Union membership Discounts via Blue Light Card, Charity Discounts, Extras and Tickets for Good Free will writing service and wellbeing initiatives throughout the year Inclusion and accessibility Waythrough is proud to be an equal opportunities employer. We welcome applications from all backgrounds and communities, especially those with lived experience of the issues we support. We have signed up to the Disability Confident Scheme – all applicants are welcome, and adjustments can be made to enable fair participation. If you need adjustments or support to apply, please email our recruitment team: recruitmentteam@waythrough.org.uk Closing Date: 2026-03-29 Waythrough launched in October 2024 following the merger of Humankind and Richmond Fellowship. Our vision is to break down the barriers that stop people getting the support they need to live a life they value. We tackle poverty and disadvantage in communities, through mental health, drug and alcohol, housing and related support. We have almost 200 services around England and nearly 3,500 amazing staff and volunteers who run them. Every year our services support around 125,000 people. Bringing together two big organisations is not a small task and itll take a while to fully integrate our systems, processes and approaches. Thats why you will notice various brands including, Richmond Fellowship or Aquarius (our subsidiary charity in the Midlands). Aquarius Aquarius is a subsidiary of Waythrough. Aquarius is a Midlands-based charity supporting individuals to overcome the harms caused by drugs, alcohol and gambling. Aquarius has always held the view that people we support could resolve their problems with support and guidance and that people have the ability to find their own solutions to their problems. Our roles across the organisation include Practitioners and Administrators as well as Team Managers. Find out more at www.aquarius.org.uk