Early Response Assistant
5 months ago
**Duties and responsibilities**: To be the first point of contact for carers when they phone or walk into the office. Ensure that individual carer support is available at the Bedford office to walk in visitors or distressed callers. Advise carers in the first instance and refer for further support if necessary. Work with the first response team to provide a consistent and responsive service including but not limited to: answering incoming calls; responding to live chat enquiries.
Ensure all incoming enquiries are handled sensitively and professionally. Providing emotional support, information and advice. Assist to maintain and establish quality support for all carers. Triage carers according to their need.
Assist Early Response Coordinator to refer carers to internal and external support according to their carers wheel scores. Work within our support worker protocol to ensure ongoing support where appropriate and to identify the appropriate level of need for all carers. Work with the team to provide support to volunteers working in an Early Response role, this may include assisting with training. Support with administrative, support and training duties for dementia befriending volunteers.
Monitor and maintain a safe and secure working environment at all times. Participate in training and other organisational briefings and activities and maintain an up-to-date knowledge of carers needs and Carers in Bedfordshires services. Attend regular supervision sessions and staff/team meetings. Undertake such personal training as may be required to keep up to date and fulfil professional requirements.
Have a collaborative and flexible approach to work. Some evening and weekend working may be expected as part of your normal designated hours, and occasional nights away from home may be required. Represent Carers in Bedfordshire and act as a local ambassador for carers. Support outreach and awareness raising work, for example in Carers Week.
**Additional Duties**: This job description is not exhaustive and services to highlight the main requirements of the post holder. It is the very nature of the work that tasks and responsibilities are, in many circumstances, unpredictable and varied. All employees are therefore required to work in a flexible way when the occasion arises, so that tasks which are not specifically covered by your job description are undertaken. These additional duties will normally be to cover unforeseen circumstances or changes in work and will usually be compatible with your regular type of work.
**Responsibility**: You will be responsible to your line manager and, ultimately, to the Board of Directors.
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