Telecare Officer

7 months ago

London, United Kingdom Cleantech People Full time

**What's involved with this role:
**Job Ref: Tower Hamlets RQ1217976
**Enhanced DBS disclosure required**

Contribute to a team responsible for the provision of an efficient, effective, comprehensive, front-line Telecare service, providing information, advice and assistance to service users and other customers or agencies, on the Telecare and out of hours service provided by the Council, by being the first point of contact for calls requiring an action or a visit by the Telecare Officers, other out of hour’s staff or agencies. Assess situations and take appropriate action according to the problems found and the needs and wishes of the service user on the Jontek system, telephone or in person. Action required may involve a home visit or welfare check by a Telecare officer requiring first aid or personal hygiene care in line with procedure.

Assess, install, programme, check and instruct service users on the usage and testing of all Telecare equipment. Where appropriate to rectify/resolve faults, replace or remove Telecare equipment in service user’s homes. Actively support the implementation, facilitation and provision of Telecare and out of hours service provided by the Council. To effectively liaise with all staff involved in the delivery of the Telecare and out of hours service within the council and other agencies ensuring that the highest standards of service delivery are maintained. Carry out all duties in a flexible manner, according to an agreed 24 hours 365 day a year rota pattern.

Key Responsibilities:

- Enable, support and empower vulnerable adults and the Elderly to maintain independence within their homes by the delivery, provision, response and monitoring of Telecare equipment.
- Make referrals to other services where the service user’s health or safety may be at risk, and to update the Social Services electronic record system and Jontek system.
- Whatever the access channel, to interrogate the computer system and liaise with colleagues, other departments and external organisations in order to assess the information required, and either resolve the caller’s enquiry by giving information and advice or issuing/ completing the appropriate forms and updating the appropriate systems or referring the caller on to the appropriate service as required.
- Ensure the appropriate Manager is informed immediately of any serious problems occurring on shift and informed of any other accidents or incidents that may require investigation or follow-up action as appropriate.
- Provide specialist / technical advice on Telecare equipment to internal, external organizations and agencies.
- Actively manage and co-ordinate own workload, in particular during out of hours when direct supervision is not available.
- Take and utilize the team’s mobile phone whilst out on all visits, complying at all times with the requirements of health and safety regulations, including lone working and incident reporting. Ensuring that all defects or damages are reported to the appropriate manager.
- Provide a full update and handover to the on-coming shift member at the end of the shift to ensure smooth operation of the service.
- When required to interrogate the Mosaic system in order to assist the duty social worker in establishing whether a Child is under a protection or care order, has had any involvements from Tower Hamlets social service or a Vulnerable Adult is known to Tower Hamlets Social Service by the receipt of services, involvement of a social worker or mental health professional.

**To help speed up the process of uploading your CV to the **client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF.**

**If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additiona**l **information for clarity.**

Other “Essential Requirements” - Please check to ensure that your CV addresses the following items:
**Unless the DBS requirement stated above is for a Basic Disclosure, your DBS must be either through us or be accompanied by a subscription to the DBS updating service.**

Qualifications:

- A full clean driving licence, driving assessment will be undertaken prior to starting the post.

Knowledge:

- A thorough knowledge and understanding of customer care principles and methods, particularly in relation to social care.
- Knowledge of and commitment to best practice in dealing with the elderly and vulnerable.
- Knowledge of basic First Aid techniques.

**Experience**:

- Experience of working in a customer facing environment.
- Experience of working in a caring profession
- Experi

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