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Twilight Therapy and Training Solutions Logo Twilight Therapy and Training Solutions · Customer Service

Referral Coordinator (Therapeutically Focused)

United Kingdom, Lancashire 13.92 GBP / Hour · Job Posted May 20, 2026
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Job Description

The Referral Coordinator plays a vital frontline role within Twilight Therapy, acting as the first point of contact for all incoming referrals across our Astronauts (Children) and Galaxy (Adult Support) Services. This role is both operational and developmental, with responsibility for managing, triaging, and progressing referrals safely and efficiently, supporting access to out-of-hours and emergency therapeutic services, liaising with Local Authorities including social workers and commissioning teams, and sourcing new work opportunities from Local Authorities and passing them to the Operations Manager.

Job Responsibility

  • Act as the first point of contact (telephone, email, virtual) for all referrals into Twilight Therapy services
  • Assess and triage referrals within agreed timescales
  • Gather and review relevant information from referral documentation and electronic systems
  • Identify risks and ensure appropriate safeguarding measures are in place
  • Support decision-making regarding eligibility for services and placements
  • Apply a therapeutically informed and trauma-aware approach to all referrals
  • Ensure safeguarding considerations are central to all decision-making
  • Liaise with social workers and professionals, particularly in emergency or out-of-hours situations
  • Support access to timely interventions for children, young people, and families
  • Proactively identify and source new work opportunities from Local Authorities
  • Support the growth of Twilight Therapy services through engagement with commissioners
  • Pass all secured or potential work opportunities to the Operations Manager
  • Allocate appropriate practitioners to referrals based on assessed needs
  • Ensure staffing capacity aligns with demand and risk levels
  • Escalate any capacity or rostering concerns promptly
  • Maintain effective communication with the Head of Service and Operations Manager
  • Ensure all required documentation is completed prior to service commencement
  • Liaise with internal teams to ensure smooth service delivery
  • Maintain accurate, up-to-date electronic records of all referrals and communications
  • Ensure compliance with organisational policies, safeguarding procedures, and data protection requirements

Requirements

  • Background in therapy, psychology, counselling, or a related field
  • Experience working with children, young people, or families
  • Strong understanding of safeguarding and child protection
  • Ability to assess risk and make informed decisions
  • Excellent organisational and communication skills
  • Ability to work independently and manage competing priorities
  • Confident using digital systems and managing records

Nice to have

  • Experience working with Local Authorities or referral pathways
  • Knowledge of therapeutic services and trauma-informed practice
  • Experience in coordination, triage, or service allocation roles

What we offer

  • £13.92 per hour
  • Commission on out-of-hours sourced placements: between £250 – £1000
  • Flexible working and flexitime
  • Ongoing supervision and support
  • Training and continuous professional development opportunities
  • Private pension (subject to eligibility)
  • Wellbeing support and staff benefits
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