Duty Careline Officer - AR

Role Purpose

To provide an emergency visiting and call handling support service for the H&F Careline service which operates 24/7.

Role Duties

To work Monday to Friday during core operational hours, and will be required to work 4 out of 8 bank holidays.

To work within European working directives.

To respond to all telephone & alarm calls, providing a link between the caller and appropriate services by assessing the nature of emergency calls, prioritising level of urgency and responding accordingly.

To visit service users where necessary, driving to the property, identifying the extent of practical and emotional support required and contacting and liaising with other emergency services, agencies, next of kin etc., as appropriate.

To be responsible for maintaining an accurate computerised record of all calls and requests for assistance from internal and external Departments and agencies and to assess such requests and liaise with the appropriate personnel.

To install telecare alarms and equipment.

To respond accordingly to all housing/repair issues for all Sheltered Housing, Housing Associations and Trust tenants, by calling the appropriate service.

To deal with all OOH homeless calls to assess the callers needs and arrange for emergency housing if legally required. (Out of Hours duties)

To deal with no replies reported by the Care Agencies, Community Independence Service and Meals on Wheels. (Out of Hours duties)

To respond accordingly with all emergency calls from all associated agencies to ascertain a Resident's whereabouts by calling all necessary contacts and emergency services as required.

To be responsible for contacting keyholders of premises in cases of emergency.

General Requirements

To carry out all duties in accordance with relevant Council, departmental and local policies, procedures and standards.

To be aware of the Council's Health and Safety Policy and to work safely.

To attend and participate in a range of meetings as appropriate.

To participate in training and make constructive use of supervision and performance review to enhance opportunities for personal development, and to contribute improvements to the service.

To carry out the responsibilities of the post at all times with due regard to equal opportunities, the Data Protection Act and the maintenance of confidentiality and service user choice.

To develop good working relationships with all other teams across services, other directorates, business groups and partner agencies and other stakeholders.

To undertake any other appropriate duties as directed by line managers.

All staff are expected to carry out their job in compliance with the Councils Constitution. This means being familiar with the policies and procedures relevant to the job and asking for information and advice if you are unsure of the correct course of action. The Council's Constitution is published on the Internet.

The post holder will be required to have an Enhanced Disclosure check.

Civil and Other Emergencies

To support the Council's role in planning for and responding to civil and council emergencies using skills/expertise of the post holder, and in accordance with council emergency procedures.

To provide emergency contact details for the purposes of emergency and service continuity plans.

To ensure that you have read your Service's business continuity plan and keep abreast of any updates, so that you know what to do, if the plan is activated.

To participate in any testing of emergency plans, as directed and take an active role in making suggestions to improve team plans.

I.T.

To use the Council's office-based and mobile IT services for the input, access and transmission of information using the appropriate level of information security and classification through the use of electronic mail, diaries, word-processing, spreadsheets and databases as well as any specific job-related applications as required to carry out the duties of the post.

Information Management

To comply with information rights legislation and the Council's data quality and information management standards by applying information management related policies.

To report instances of non-compliance, errors, omissions or inadequacies in procedures to the business unit manager.

Equal Opportunities

To know and adhere to the Council's equal opportunities policy and equalities legislation and implement in relation to job responsibilities in employment and service delivery.

Health and Safety

To take reasonable care for his/her own health and safety and any other person(s) who may be affected by his/her acts or omissions at work, in accordance with the Health & Safety legislation.

To co operate with the Council insofar as is necessary to enable it to comply with its duties under relevant health and safety legislation.

Agile working

Work under the Council's Agile working policy and timesheet to assist in providing value for money to clients.

Safeguarding of Children, Young People and Adults

To be aware of and work in accordance with the Council's child and adult protection policies and procedures in order to safeguard and promote the welfare of children and adults and to raise any concerns relating to such procedures which may be noted during the course of duty.

For further information on whether a Standard or Enhanced Disclosure check is required, managers should refer to Disclosure and Barring Scheme guidance.

Attitude Matters

Your skills and ability are important however, we recruit as much for attitude as we do experience.

We are looking for people who have the following attributes:

• Complex problem solving: The ability to work within a complex system and find simple solutions and outcomes that deliver real change.
• Critical thinking: The ability to challenge the norms through evidence based approaches using both numerical and critical reasoning and thinking. You can rationalise decision making and form views quickly and soundly from a range of sources.
• Creativity: You take approaches that demonstrate how doing things differently and creatively changes the dynamic in situations. You can apply creative solutions that deliver hard outcomes.
• Coordinating with others: You have the knack of working well with others. You have an appreciation of your own presence and approach and can demonstrate how you have developed and continue to develop how you work with others. You will also can recognise how others work, think, and feel to get the most out of collaboration.
• Emotional intelligence: You have a high degree of self awareness and self regulation in a wide range of situations from one to one conversations to team and group dynamics. You can recognise motivating factors and demonstrate empathy appropriately applying a wide range of adaptive social skills.
• Judgement and decision making: You can take rational and evidence based decisions and take responsibility for your decisions and actions. Where there is ambiguity or a lack of evidence you can demonstrate the ability to understand the environment and show flexibility in applying your judgement.
• Service orientation: You must be unequivocal in your commitment and drive for outstanding service delivery. Both in terms of the quality of products and work delivered as well as the achievement of objectives. You and your team can demonstrate how your overall contribution to the organisation and service delivers to our organisational aims and objectives.
• Cognitive flexibility: The ability to recognise the environment in which you work and adapt and shift to this environment to maximise your own personal achievement and lead others in the same approach. Applying cognitive flexibility to situation of significant change and transformation.

Who we are

How we act defines who we are. At the heart of our organisation is a common approach to defining 'who we are'. We are looking for people that can build this into everything they do.