Adult Social Care Telephone Advisor

2 days ago

Jarrow, United Kingdom All Temps Recruitment Ltd Full time

The post holder will be responsible for the effective delivery and will be a single point of contact into Adults and Integrated Care in South Tyneside to ensure that prompt and consistent information and advice is provided to ensure the person is connected to the right support to meet their needs.
- You need to be able to effectively listen to what matters to the person and what outcomes they want to achieve from their contact and quickly identify whether the persons needs could and should be met through themselves, a connection to third sector partners, or another worker/ team in Adults and Integrated Care.
- You will make sure that the callers are effectively connected to the right support for them, first time.
- The post holder will respond to telephone and written communications from the public and internal and external colleagues and will be required to ensure the service is meeting its Care Act duties to provide good quality information and advice to anyone with an enquiry. - This may include carers, people with a learning disability, autism, physical or mental health issues and safeguarding concerns within an overall framework of enhancing a person’s wellbeing.
- Effectively understand the nature of the persons queries and provide clear, concise and timely information and advice to meet their expectations and outcomes.
- Facilitate choice through promoting independence particularly through the provision of information, advice and support to enable people to maintain their independence for as long as is possible.
- Connect people to support available within their own network and communitytaking into account their own resources and strengths.
- Seek a positive outcome at all times, diffusing difficult situations negotiating and handling objections in a diplomatic and tactful way to achieve the best possible customer experience.
- Carry out the first conversation as part a strengths-based approach seeking to resolve needs at the earliest possible point for the persons contact.
- Identify situations where the person is deemed to be at risk including situations where the individual may be experiencing abuse or neglect and ensure compliance with Safeguarding Adults procedures and Making Safeguarding Personal guidance.
- Seek guidance and escalate calls where appropriate to ensure positive outcomes are achieved. Work in partnership with colleagues from a range of agencies, ensuring a smooth and seamless experience, reducing barriers and handovers between services which should be invisible to the person needing support.
- Ensure the highest level of data quality and that information is recorded in a timely, accurate and complete manner, ensuring the service meets all statutory recording requirements.
- Proactively work towards embedding personalisation into practice including but not limited to, self-assessment, self-directed support and direct payments.
- Care Service.
- Take responsibility for ensuring individual practice meets with Council guidelines, policies and procedures as well as local and national professional standards, including attending training and professional development events and activities relevant to the role.

**The person**
- Must have a good standard of education including English and Mathematics (GCSE A-C) or demonstrably equivalent abilities
- Have previous experience of working with adults with care and support needs, ideally having worked in a social care team, health or similar setting. This may include older people, people with physical disabilities, or mental ill-health
- Experience of working in a setting with direct customer contact, giving information and advice to customers
- Experience of accessing electronic information sources
- A good understanding of social care and health organisations, their roles and responsibilities
- A good understanding of the issues faced by adults and their carers
- Ability to communicate effectively, demonstrating empathy, effective active listening and professional curiosity
- Ability to manage calls which may involve children and adults at risk of harm and obtain and decipher key pieces of information to be able to inform decision making
- A good understanding and knowledge of Data Protection legislation
- A good working knowledge and ability to use information technology and related systems, such as Microsoft Outlook, Microsoft Word, Excel and the Internet
- Effective decision-making skills which involve considering risks and needs
- Ability to present complex information both verbally and in writing
- Be happy for us to conduct an enhanced clearance from the Disclosure and Barring Service
- A Social Care or related field qualification at NVQ Level 3 standard or equivalent would be helpful

**Job Types**: Full-time, Temporary contract

**Salary**: £11.70 per hour

Schedule:

- 8 hour shift

Reference ID: JARROW CARE

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