Direct Payment Adviser

5 months ago

Worthing, United Kingdom Independent Lives Full time

The Direct Payments team works with disabled people and their carers, who may be eligible for health or social care funding. They provide information, advice and guidance on Direct Payments and employing Personal Assistants (PA). They work with children and adults of all ages with a range of disabilities and mental health support needs.

Overview
- To provide information, advice and guidance on Direct Payments and employment law, via telephone, virtually and in person. To work directly with disabled people and carers to enable them to become good PA employers and to effectively manage their employment relationships.
- To support people to budget for and plan the support/care services they require, empowering them to become confident and competent in securing and managing those services.
- Liaise with health and social care staff and the general public when required, within an engagement, support and promotional programme.
- To support customers with assessing training needs and signposting to training providers.
- To be an active and engaging team member, supporting other team members where necessary and using own initiative.

Key responsibilities and accountabilities

**1. Direct Payments Support Service**

1.1 Receive referrals and ensure prompt communication within process timelines.

1.2 Respond effectively to other enquiries from existing customers, their carers and health and social care staff, including researching specific queries within required timescales and quality standards.

1.3 Support disabled people and/or carers who will be receiving Direct Payments to recruit and engage Personal Assistants, providing step by step advice, following a process and using the learning materials and templates provided.

1.4 Support existing employers to manage and resolve technical employment issues, for example grievances with their PAs to ensure that they receive the appropriate advice to resolve the issue. Liaising with external organisations where necessary.

1.5 Have an excellent understanding of internal processes, CRM databases, website, customer and adviser tools.

1.6 Maintain good, sound up to date knowledge of direct payments, personalisation and employment law assisting the development of team tools and training materials when required.

1.7 Maintain detailed and accurate records of customer contact and other contacts ensuring that all required processes and data fields are completed as required.

1.8 Manage your own case load of customers supporting them through the whole DP process.

2. **Service Quality**

2.1 Work at all times to Independent Lives quality standards

2.2 Maintain good working knowledge of Independent Lives standard operating procedures including the feedback process.

2.3 Ensure that individual performance targets and objectives for speed, efficiency and quality are met.

2.4 Achieve satisfied customers.

3. **Reporting**

3.1 Responsible for ensuring that all documented processes are followed, that customer tools are used appropriately and that all database records are completed accurately and in a timely way.

3.2 Liaise with health/social care employees, building positive working relationships including arranging and conducting specific locality engagements with NHS/Social services departments.

3.3 As required, contribute to and attend training events for NHS & council staff.

3.4 Liaise with other local groups and charities and attend and contribute to service promotion and events.

3.5 Support in gathering customer feedback, including testimonials, assisting in survey design and collating reviews.

**4. General**

4.1 The post holder is expected to work within and actively promote the charity’s mission, vision and values to other staff members, and to comply with all Independent Lives policies and procedures.

4.2 Annual objectives will be set for this role which will be used to monitor and evaluate performance within the appraisal system.

4.3 Other tasks within the remit of the job may be required from time to time.

4.4 The job description will be kept under review to ensure that it remains up to date.

4.5 The job holder will be consulted about any proposed changes to the role.

**Job Types**: Part-time, Fixed term contract
Contract length: 21 months

Pay: £14,873.00 per year

Expected hours: 21 per week

**Benefits**:

- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Health & wellbeing programme
- Referral programme

**Experience**:

- customer service: 1 year (preferred)

Work Location: In person

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