Careline Business Support Officer

6 months ago

London, United Kingdom Veesupportservices Ltd Full time

**Job Profile Information: Careline Business Support Officer**

**This supplementary information for _Careline Business Support Officer _is for guidance and must be used in conjunction with the Job Capsule for Job Level 3 Zone 1**

**Camden Way Category 3**

**It is for use during recruitment, setting objectives as part of the performance management process and other people management purposes. It does not form part of an employee’s contract of employment.**

**Careline provides an end-to-end assistive technology and telecare service. From assessment and installation of equipment, to managing contacts and responding to emergency calls, it enables customers to maintain their independence and provides reassurance to both customers and their family and carers.**

**Role Purpose**:
To provide an administrative resource and business support role for Careline and to support the work of the Careline Service and Management Team.

To provide a high standard of customer care and to present a positive image of the service at all times and to signpost service users to other appropriate services as appropriate.

**Example outcomes or objectives that this role will deliver**:
To maintain the office diary, to create and update records and carry out routine administrative tasks as required.

To schedule operational planned appointments with existing and prospective Careline customers, in relation to equipment demonstration, installation, repair, review and retrieval, in collaboration with all stakeholders.

To produce reports on performance indicators for the service, assist in updating all information and recording systems working collaboratively with other staff using IT systems as required

To act as a point of reception for visitors and deliveries to the office, to order stationery and supplies as required.

To co-ordinate systems for monitoring and reporting of building/office repairs and assistive technology equipment as required

To assist in the marketing and promotion of the service including the Carers Card Scheme with all stakeholders and customers.

To be flexible in the provision of the service on a day to day basis, attend meetings relevant to the service including staff meetings and to participate in all relevant quality assurance programmes

To implement the Council’s Equalities Policy and to incorporate this in all elements of the work. To support all aspects of Health and Safety regulations and Council policy, including risk assessments within the service

To undertake any other duties and responsibilities as may be required to reflect the evolving nature of the service. This may involve working

outside of the normal core hours and some weekends.

To have a working knowledge of the benefits of assistive technology and the equipment available

To register new customers onto the Careline Telecare system.

To be responsible for the systems to manage appropriate use of keys to all properties with consistent regard to local security procedures, including auditing information and keys held in the service.

As required to answer calls generated on the Jontek assistive care platform

**People Management Responsibilities**:
**_None_**

**Relationships**:

- Customers
- Careline operational colleagues
- Relatives, Advocates, Carers and Carers Organisations
- Colleagues, particularly in Adult Social care and Provider Services
- Sheltered Housing/RSL staff
- Estate Officers
- Occupational Therapists
- GP’s, health professionals & 999 Services

**Work Environment**:
Post works with a large and expanding customer base alongside a wide range of professional colleagues and stakeholders.

Post will support a staff team scheduling of regular reviews with customers in their own homes and will be responsible for managing diary appointments with conflicting priorities requiring constant updating often at short notice.

**Post requires awareness and understanding of the issues affecting vulnerable groups including older people, people with mental health problems and people with physical difficulties, having the ability to respond calmly and sensitively, offering support in difficult situations. Good listening skills are required.**

**Technical Knowledge and Experience**:

- To have good interpersonal and communication skills, both verbal and written and be able to use a range of information technology within service delivery.
- Good organisational skills, be able to prioritise work as appropriate and under pressure.
- Working knowledge of assistive technology and telecare
- Working knowledge of electronic client records management
- Excellent customer service skills
- Ability to receive support and supervision from senior staff, to prioritise a pressurised workload in a flexible manner and to have goo organisational skills.
- Ability to ensure all administrative and financial policies and procedures are adhered to at all times.
- Ability to partake in quality assurance processes including monitoring and evaluation.

**

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