Lifeline Operator

Generous annual leave entitlement

Local Government Pension Scheme

Free parking

Do you enjoy supporting others and have an interest in working in a role that brings variety and challenge? Are you able to work a variety of shifts? If so, we would like to hear from you

Harborough Lifeline is a 24/7 service that supports vulnerable members of our local community by responding to emergency alarm calls from customers with a variety of needs. Some may need someone to talk to, require a family member or friend to attend, or we may need to call for emergency service assistance.

We also take calls outside of office hours where we support callers with various queries including emergencies, requiring us to liaise with contractors, council officers and other authorities where necessary.

Part of the role also includes the monitoring of CCTV and undertaking regular checks of the alarm monitoring equipment, so being drawn to a varied role is a must.

You will have excellent and adaptable communication skills with the ability to support our diverse customer base, some of whom might be confused or distressed. Experience of working in a caring environment and/or a customer service role with the ability to remain calm in a crisis is essential.

The job is pressured at times and the successful applicant will be able to demonstrate good decision-making skills. As the role involves handling queries from the public, council officers and residents, a patient, professional manner is essential.

Knowledge of a call handling operation or the Lifeline (Telecare) Service would be an advantage. The ability to use ICT systems confidently is essential, but full training will be provided on our in-house systems.

The Post Holder will be required to work mainly within the Control Centre, working on a rotating shift basis of mornings, afternoons, and nights (including weekends and Bank Holidays). Once fully trained there may be occasional working from home opportunities available.

Flexibility is required to maintain service provision and you will be needed to support your colleagues by covering for annual leave and sickness, sometimes at short notice.

The role involves the installation of telecare equipment, therefore the successful applicant will need to hold a full driving licence and have access to a suitable vehicle.

Harborough District Council has an open and positive stance on the protection of children, young and vulnerable people.

Desirable criteria from the person specification may be used for sifting purposes.

If you think you would be a great fit for us, but don’t meet all the requirements of the role, please contact us as we’d love to discuss how we could be the next step in your career journey.

Call 01858 464499 and ask for Lucy Allison (Monday - Friday during office hours)

It is anticipated that interviews will be held during the week commencing **12th** **June 2023**

Desirable criteria from the person specification may be used for sifting purposes.

All applicants should be aware that any employee of the Council, who is at threat of redundancy at the time of a position being advertised, will have priority status.

**HARBOROUGH DISTRICT COUNCIL - JOB DESCRIPTION**

POST TITLE: Lifeline Centre Operator GRADE:4

RESPONSIBLE TO: Control Centre Manager

VARIATIONS TO STANDARD CONDITIONS OF SERVICE:
1. This is a description of the job, as it is constituted at the date shown below. It is the practice of this Authority to periodically examine employees' job descriptions and to update them to ensure that they relate to the job as then being performed, or to incorporate whatever changes are being proposed.
This procedure is jointly conducted by each manager in consultation with those working directly to them. You will therefore be expected to participate fully in such discussions. It is the Authority's aim to reach agreement to reasonable changes, but if agreement is not possible management reserves the right to insist on changes to your job description after consultation with you.

2. Required to work on a rotating three shift basis (mornings, afternoons and nights.) This may include some or all public holidays and weekends. Working hours for the post differ from those of other Council staff, but contractual hours, leave allowance et cetera are equivalent pro rata.

3. Conditions of Service for Lifeline Operators: This post requires clearance by the Disclosure and Barring Service.

4. A full, valid driving license and access to a motor vehicle is required. The post holder will be designated as a Casual Car User for travel allowance purposes and will need suitable motor insurance cover.

DATE ISSUED: May 2023

**JOB CONTEXT**

The efficient running of the Lifeline Centre, including the staffing of the equipment, administrative and public relations duties depend on the ability and temperament of the operator who must act as a friend and advisor, promoting reassurance and security to the resident who has called the centr