The Triage Tool
Support service delivery
Provide engagement support to service staff working with users, helping them navigate information, signpost and conduct referrals more efficiently. With accessible features and the creation of uniform print, text and email resources.
Power directories and improve navigation
Custom triage questions help users navigate through service needs whilst our prioritisation and recommendation algorithms help power their journey to more successful outcomes.
Understand your users and service
The triage tool builds a more detailed dataset about how services are being identified and utilised across the region, identifying service gaps and needs. Supporting the transformation of digital services.
What is the The Triage Tool
Our Triage Tool enables organisations to conduct structured needs assessments at the point of first contact, using custom algorithms to generate personalised recommendations and referral pathways. Whether delivered digitally by the user or supported by a practitioner in person or by phone, the tool creates a consistent, data-driven starting point for every engagement — reducing inconsistency, improving outcomes, and generating the evidence needed to understand your population's needs.
How it works
From assessment to action
Structured assessment
Custom question sets designed around your service context and user needs guide users or practitioners through a consistent, evidence-based assessment at the point of first contact.
Algorithm-driven recommendations
Our matching engine applies your defined criteria to assessment responses, ranking and surfacing the most relevant resources, services, and referral pathways for each individual.
Assisted and self-service modes
Users can complete assessments independently online, or a practitioner can work through the assessment with them — generating the same quality of structured data and recommendations either way.
Local and national resources
Integrated access to local directories and national resource APIs ensures comprehensive signposting, drawing on both your local service offer and accredited national sources.
Key features
Everything you need at first contact
Custom Assessment Design
Build assessment journeys tailored to your service context — from digital inclusion and housing risk to school exclusion and health needs. Question logic adapts dynamically based on responses.
Algorithm-Driven Matching
Our matching engine applies your defined criteria to assessment responses, ranking and surfacing the most relevant resources and referral options. As your local directory grows, recommendations improve with it.
Practitioner and Self-Service Modes
Users can complete assessments independently online, or a practitioner can work through the assessment with them — capturing the same structured data and generating the same quality of recommendation.
Progress Tracking and Follow-Up
Monitor where users are in their journey, track which resources they have been referred to, and identify those who need further support. Creates a longitudinal record supporting case management.
Data Visualisation and Reporting
Access real-time data on assessment activity, needs profiles, and referral outcomes across your population. Understand demand patterns, identify gaps in provision, and build the commissioning evidence base.
Why it matters
Better decisions at first contact
Consistency at scale
Every user receives a structured, evidence-based assessment — regardless of who is conducting it or where. Reduces variability in service delivery and improves equity of access.
Earlier intervention
By identifying needs accurately at first contact, the tool enables earlier and more targeted support — reducing the likelihood of escalation and crisis.
Reduced practitioner workload
Automated assessment and recommendation frees practitioners from manual signposting, allowing them to focus time and attention on those with the most complex needs.
Rich population data
Every assessment generates structured data. Over time, this builds a comprehensive picture of need across your population — informing service design, commissioning, and advocacy.
Case studies
In practice
We delivered a tailored implementation of our Triage Tool for Salford City Council, helping residents across the city find digital support. The tool reduced front-line workload by over 26 hours per week and increased staff confidence in signposting and referral by 22%.
In East Riding, our Triage Tool powers Progress Online — a digital inclusion programme reaching residents across a largely rural geography in partnership with the Humber and Yorkshire Integrated Care Board.
In Cheshire, a tailored version of the tool helps teachers assess the needs of young people at risk of school exclusion, generating personalised recommendations for local support services.