Emergency Duty Service Coordinator
2 months ago
**Suffolk County Council - Beacon House, Ipswich, IP1 5PB - Hybrid**:
- **£26,421 per annum (pro rata if part time)**:
- **Posts 1 - 3: 37 hours per week - Flexible working options available**:
- **Post 4: 35 hours per week**:
- **Permanent**
**Job Details**
An exciting opportunity has arisen to join the Suffolk County Council (SCC) Emergency Duty Service (Out of hours Team) as an Emergency Duty Service Co-ordinator. This role can be worked from home with the requirement to be in the office for training and team meetings (Beacon House).
- Would you like to work in an incredibly varied, challenging and rewarding role? Are you passionate about making a positive difference to the lives of children and adults in Suffolk?
**Your role and responsibilities**
You will be responsible for dealing with a wide range of people with a variety of queries and demands of differing complexity. Some contacts will be from vulnerable individuals and the post holder will be expected to use their skills and knowledge to support customers to achieve the best outcome, in line with Suffolk’s organisational values, drivers and operating models.
If successful, you will be responsible for a seamless transition between day and night services enabling the Council to fulfil its statutory duties to vulnerable adults, children, and families.
This an exciting opportunity for anyone wanting to gain experience within Social Care, with the opportunity to develop knowledge and support those in the community.
**You will**
- act as the first port of call for the public for enquiries relating to children and families, vulnerable adults & mental health concerns.
- act as the first port of call for professionals in accessing social care services both in and out of hours.
- communicate effectively with customers by demonstrating listening skills and using appropriate questioning techniques to promptly and accurately identify the reason for the customer contacting social care.
- maintain effective use of customer information systems and databases to ensure high quality and accurate recording and data quality.
- work quickly and effectively to ensure information is passed to the appropriate team or worker as soon as possible. provide accurate and effective advice and guidance to customers on the interpretation of agreements/directives/policies/procedures, always seeking clarification where unsure in order to provide accurate advice.
-
**You will need
- good level of literacy and numeracy skills
- relevant compute literacy (Explorer, Chrome, Word, Excel, Outlook)
- excellent customer service skills.
**The Team**
The Emergency Duty Service is an out of hours service that works as a team to support one another, we work together to ensure a high standard service is achieved. We have a variety of individuals within the team at differing stages in their careers and we can support career development opportunities.
We will offer an in-depth training plan, both online and face to face. You will be supported by a mentor throughout the start of employment as well as direct line manager.
**Out of hours shifts**
The Emergency Duty Service is a team that works out of hours and includes shifts that cover evenings, weekends, and overnights. You do not need to be able to complete all shifts listed below. Your availability or preference for specific shifts can be discussed at interview.
Monday - Thursday:
17:00 - 22:00
17:30 - 23:00
23:00 - 08:00 (overnight, 20% additional pay for hours 12am - 6am)
Friday:
16:00 - 22:00
22:00 - 07:00 (overnight, 20% additional pay for hours 12am - 6am)
Saturday / Sunday:
07:00 - 12:00
08:00 - 13:00
12:00 - 18:00
13:00 - 18:00
18:00 - 22:00
22:00 - 07:00 (overnight, 20% additional pay for hours 12am - 6am)
Shifts worked on bank holidays will receive an enhanced rate.
**Training**
Once training is complete, the role is hybrid with the expectation of coming into the office base for occasional shifts, training, and team meetings.
**Shaping Careers and Learning**
We want to champion talent and seek to continuously develop everyone’s professional knowledge, potential and job satisfaction. Through accessible learning opportunities and clear career pathways we aim to identify individual strengths, diversify skill sets and enable people, from all walks of life, to build influential and impactful careers.
**Empowering Everyone**
**For more information**
**How to apply**
**Step 1**: Read the advert and the **Job and Person Profile (docx)**
**Step 2**: Write a supporting statement answering the following questions. You should use the Supporting Statement template (other formats may not be accepted). Please use Arial font size 11 and keep each answer to a maximum of 500 words.
**Question 1-**What skills and qualities do you feel you have that will make you successful at this role?
**Question 2 -** What does good Customer Service look like to you and can you provide an example of a time you have provided good customer se
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