Triage Officer

**Role: Technology Enabled Care Services - Triage Officer**

**Location: Aylesbury**

**Salary: £20,600 pa**

**Hours: Full time 37.5 hrs per week, Monday - Friday 08:30am - 16:30am**

**Maternity Cover 14 months contract**

Do you want to be a valued part our Technology Enabled Care Service (TECS) NRS Healthcare is the Development Partner working with Buckinghamshire Council to deliver specialist care technology services for people living in Buckinghamshire.

**Based at the NRS Aylesbury site the post holder will**:

- Support the Technology Enabled Care Services (TECS) team members in the delivery of an effective TECS service.
- Supporting the triaging of TECS referrals and identifying the most appropriate course of action for these, including translating into effective technical installation requirements.
- Support the Service and Transformation Manager with creating a local environment for change through effective communication, supporting process improvements and creating cult, so that TECS becomes an integral part of the local health and care system.
- Prioritise and log all referrals into the IT system (IIZUKA)
- Contact service users / carers by telephone and carry out telephone assessment or book an appointment for an assessor to visit the person at home.
- Ensure follow up visits and signposting are completed effectively and timely.
- Update all IT systems (including Icon and Excel) accurately and in a timely manner
- Undertake review telephone calls to service users to ensure all needs have been meet
- Ensure landlords permission is gained if necessary, for the TECS installation of Key safes, cameras and any other Tec equipment as required to meet the identified need.
- Work flexibly at times to ensure that changing priorities are met
- Being proactive in directing/signposting people, family members / carers to other relevant support services sources of assistance and support
- Be the lead Customer Services role for private payers choosing to buy TECS (where applicable ) services from NRS directly and for publicly funded customers, supporting the commissioners’ local strategy to increase the uptake of TECS by both groups of people.
- Support the team with work arising out of negotiations with other service providers, like the NHS, Adult Social Care, Third Sector organisations.
- Taking a supporting role in projects and service developments as agreed with the commissioners.
- Work closely with prescribers to promote effective partnership working.
- Work in partnership and close liaison with other health, social care and voluntary sector partners as required.
- Clearly record all intervention in line with evidence-based practice so that the success, or otherwise, of the service is measurable, both in terms of service user and carer satisfaction as well as financial efficiencies.
- Attend meetings as and when required/ support with presentations and training delivery as and when required.
- Participate in NRS Healthcare's appraisal and supervision processes
- Fully compliant with all relevant mandatory training as and when required

**Essential Criteria**
- Good level of general education to GCSE or similar (as a guide 4 GSCE’s A*-C)
- Demonstrable Knowledge and practice of good customer care skills - particularly over the telephone
- Experience (personal, paid or voluntary) of working with disabled adults and older people
- Experience of working with a range of partner organisations
- Assessment skills
- Excellent interpersonal skills
- Good communication, listening skills on the telephone
- Ability to prioritise and categorise based on information provided and using sound judgement
- Effective written skills
- Effective organisation and time management skills
- Ability to complete and use spreadsheets (Excel) and other IT based reports
- Ability to prioritise your work
- Ability to use own initiative
- Positive attitude
- Willingness to learn
- Demonstrable Knowledge and practice of good customer care skills
- Willing and able to occasionally travel to other NRS locations in the UK
- Health, safety and Risk aware
- Maturity & resilience
- Enthusiasm
- Honesty and integrity
- Flexibility & responsiveness

**Desirable Criteria**
- Relevant additional qualifications e.g. administrative qualifications, Health and Social Care qualifications
- Relevant additional qualifications e.g. Level 2/3 in Health and Social Care, NVQ
- Experience within a community setting
- Experience of working within a Health and Social Care setting.
- Experience of working in a challenging and emotional environment, dealing with clients/families that may be recently bereaved, be at end of life, have learning disabilities or needing equipment to help rehabilitate
- Knowledge about personalised care and support and relevant legislation

**In return we offer you the following**:

- A chance to work as part of a great team doing a rewarding job
- Competitive salary and benefits
- Career progression opportunities & training
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