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Dementia Triage Coordinator

Dementia Triage Coordinator – Dementia Support Bucks Service

Reporting to: Service Manager – Dementia Support Bucks Service

Salary: £26,650 (FTE)

Terms: Permanent

Hours of work: Full Time (35 hours a week) with flexibility for part time.

Location: Based in Aylesbury office, Age UK Bucks

Closing date: 21st November 2025

Dementia Support Bucks

Dementia Support Bucks is designed to improve the support and guidance available to someone with memory concern or a diagnosis of dementia, and their carers. Buckinghamshire has over 4,500 residents living with a dementia diagnosis and working alongside many local organisations, our service is developing strong relationships with existing referrers and professionals, including the Memory Assessment Service, working with local support groups and communities for whom dementia represents especially problematic challenges. We are also building online resources to share information and activities that are relevant to clients and professionals.

The service is delivered by a team including Dementia Support Workers (DSWs), whose role is to be a consistent support to those living with dementia, and their carers – sharing information and signposting, delivering memory-concern information sessions, assessments and support plans to help manage the evolving nature of the condition, through to end-of-life planning. It’s a challenging and demanding role, but one that we know will bring rewards, professional development, and job satisfaction.

This role supports the whole team – DSWs and Service Manager, as well as volunteers, to ensure effective referrals, triage and allocation of services and support across the service.

The role of the Dementia Triage Coordinator (DTC)

The Dementia Triage Coordinator is central to the effective onboarding and servicing of clients receiving support from Dementia Support Bucks. You will be the first point of contact for most referrals, registering new service users, gathering accurate information, and identifying initial support needs. Where urgent or complex issues are identified, you will provide reassurance and refer clients promptly to Dementia Support Workers (DSWs) for personalised support.


In addition to triage, you will coordinate Pre and Post-Diagnostic Information Sessions (PDIS) and other community-based support activities. You will also build and maintain a directory of local services and activities supporting dementia, from Dementia Cafes to dementia friendly activities, so that you and the wider team can provide support and capacity building services, and signpost to service users as appropriate.


By combining first-line client engagement with robust administrative coordination, you will provide continuity, structure, and support for the wider team, enabling Dementia Support Bucks to deliver a seamless, person-centred service.

Job purpose

Provide efficient and effective, person-centred triage to those clients and their carers newly referred into the service, and ensure DSWs, memory sessions, and other resources are allocated appropriately based on initial need. Also, to review and map existing resources, assets and community support and activities to ensure the service can support their work and build capacity and further partnership where appropriate.

Main tasks and responsibilities

1. Effective and person-centred referral triage, first contact and liaison

  • Referral first point of contact, establishing initial needs and registering new clients on CRM accurately (Salesforce), identifying urgent or complex issues and refer promptly to Dementia Support Workers
  • Provide personalised information packs and initial signposting to relevant services, peer support, community activities, and carer networks
  • Conduct and coordinate check-in calls at agreed intervals to monitor client needs and circumstances
  • Collect and report feedback, case studies and stories capturing outcomes for clients, volunteers, and the organisation.

2. Build and develop memory support sessions and community-based asset coordination

  • Ensure we deploy and manage pre and post diagnostic support sessions in a timely and convenient way for newly referred clients
  • Coordinate and raise awareness of pre and post diagnostic support sessions and other community activities, managing attendee registrations, attendance, and feedback
  • Build and maintain an up-to-date directory of local services, groups, and community activities and ensure information is up to date and published on website and social media, and build relationships and referral pathways

3. Support effective team working

  • Build strong, supportive relationships with Service Manger and DSWs and contribute to a positive team ethos
  • Develop strong internal and external relationships across Age UK Bucks, Carers Bucks, professional referrers, and community groups to ensure timely and relevant cross referrals that meet client need
  • Assist with presentations, talks, and outreach
  • Support volunteer recruitment, induction, and ongoing training in conjunction with the Service Manager
  • Support scheduling, operational administration, and smooth running of the service
  • Act as a reliable link between clients, DSWs, and community partners.

4. Safeguarding, data protection, and service SLA/policy adherence

  • Complete mandatory training and comply with key policies, including safeguarding, lone working, data protection, equality, and inclusion
  • Develop strong safeguarding skills to keep yourself, volunteers, and clients safe; report concerns promptly
  • Support service adherence to Service Level Agreements (SLAs) and agreed Key Performance Indicators (KPIs).

This list is not exhaustive and the successful candidate will need to be flexible to carry out any other duties or projects as required.

Person specification

Essential requirements

  • An understanding of and commitment to the needs of people affected by memory concerns and dementia
  • Excellent IT skills, including confident use of databases/CRMs, Word, MS Outlook
  • Excellent communication and interpersonal skills, with the ability to engage effectively with clients, family members and professionals
  • An understanding of safeguarding principles
  • A commitment to equity, diversity, and inclusion
  • Ability to prioritise tasks and manage a varied workload
  • Self-motivated with the ability to work independently and use initiative
  • Strong organisational skills and attention to detail, with the ability to keep accurate, up-to-date records.

Desirable

  • Experience and knowledge of dementia and the impact on individuals and their families
  • Experience of working with and supporting volunteers
  • Experience coordinating events, workshops, or community activities
  • Experience using Eventbrite or similar booking/registration platforms

Personal Qualities

  • Empathetic and approachable
  • Adaptable and flexible, able to respond to changing circumstances and priorities
  • Proactive and positive, with a problem-solving mindset
  • Strong teamwork skills, collaborating effectively with colleagues to achieve shared goals and contribute positively to a supportive work environment
  • Respectful and inclusive, valuing diversity and building trust with people from all backgrounds.

This job description may change from time to time according to the needs of the organisation

Principles

The service is committed to the following principles:

  1. Kindness
    We lead with compassion and care — in every interaction, with clients, carers, colleagues and partners.

  2. Belonging
    We create safe, inclusive spaces where people feel valued and connected — across communities, cultures, and organisations.

  3. Collaboration
    We work side by side — building trust, sharing knowledge, respecting expertise and learning from one another to give joined-up support.

  4. Ambition
    We strive to do better — challenging ourselves and the system to improve support for people living with dementia and their carers.

Equal Opportunities

We want our services to be more representative of the community we serve. We encourage equity, diversity and inclusion in the workplace and encourage applications from our wonderful rainbow of talent in Bucks and from people of all ages.