Responder/call Handler

5 months ago

Derby, United Kingdom Recroot Ltd Full time

This role is starting asap, working 37.5 hours a week

*Enhanced DBS Required*

**PURPOSE OF JOB**

The post holder will work within the Carelink Team to provide a flexible, caring and high-quality installation, monitoring, response and support service to, Telecare users of the City Council’s care alarm services and vulnerable adults in the wider community needing support.

**MAIN RESPONSIBILITIES**
- Work a 24/7 rotational shift pattern covering days, afternoons evenings and nights on a rota basis including weekends and bank holidays 365 days of the year and be required to work an alternative shift patterns as and when the needs of the business require, this may be at short notice
- To contribute to the effective running of the service area through attendance at meetings and training events as required including attendance on non-designated working days.
- To provide a professional call handling service by dealing sensitively with a diverse customer base and by maintaining confidentiality at all times, responding and prioritising emergency telecare calls by assessing the reason for the call, its urgency and to take prompt and appropriate action in accordance with procedures and instructions.
- Operating the computerised call handling equipment at all times to standards set by the Telecare Services Association (TSA).
- To be responsible for maintaining and regularly updating both manual and computerised client information systems, recording customer incidents and recording the nature of all calls received and all initiated actions accurately.
- To accurately record and input details on the call handling system for each service user of all scheduled visits and actions taken by the Telecare Support Officer
- Create, programme and set up equipment for planned installations the following day
- Prepare paperwork ready for planned installations the following day
- Create all new service users on the call handling system prior to equipment installation.
- To respond to calls out of hours, for Derby Homes repairs service, Design and Property services, Home First Support Workers, Careline and any other council services that Carelink provide a service for taking the appropriate action passing on requests to the appropriate contactor, council department or council officer, in accordance with instructions given..
- To take follow up action in respect of calls received, liaising with service users and their representatives, medical professionals, emergency services and other appropriate staff across adult social care and housing associations also Initiate action by contacting appropriate agencies, relatives and emergency services as required.
- To recognise and identify the general care needs of service users and, when appropriate make referrals to appropriate partner agencies including voluntary and statutory agencies, falls service and safeguarding where it is felt that a customer is in need of additional support which can’t be wholly met by the Carelink provision
- Where necessary escalating emerging changes in support needs to the Team Leader or Telecare Quality and Development Manager
- To assist with programming, cleaning and the maintenance of Telecare equipment and returning equipment back into stock, maintaining a stock control system using the equipment database on the call handling computer systems.
- Process all faulty equipment and return for repair to the maintenance contractor
- When call handling follow up faults identified to set standards and procedures.
- To set up and monitor lone workers via the Lone Worker Monitoring system and to respond accordingly.
- Regularly test the back-up service by transferring calls to the back up centre and testing appropriate alarms and completing all relevant logs for the same
- Carry out routine maintenance of equipment in service users’ homes and where faults are suspected take appropriate action as necessary
- To respond to urgent requests for a service by installing lifelines, maintaining and testing Telecare equipment in the community and carry out repairs on the equipment
- Complete electronic referral forms by data input into computerised systems including Liquid logic and other related systems
- To undertake paper based mental capacity assessment questionnaires to determine if the individual customers are able to make their own informed choices
- To provide an emergency response service to service users who have fallen or need help to mobilise. Safely lifting uninjured fallers using the specialised lifting equipment.
- To provide an emergency response service to other calls for help from Carelink service users. Including re-setting fire panels, safe and well checks and allowing access to emergency services. Complete and submit a report of every call out attended detailing all actions taken when on site
- To ensure on all response and maintenance visits that a call is made to Carelink from the equipment on arrival at a property and a further call is made o

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