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Contact Officer

3 months ago

Bournemouth, United Kingdom BCP Council Full time

Job Introduction
**Role Purpose**

The main purpose of this role is covering The Crisis Advice line, which provides help and advice to BCP residents if they are at risk of significant harm, either to their health and safety, or if they are experiencing exceptional pressure.

Contact Officers act as the first point of contact made from members of the public and internal and external professionals. They receive enquiries and information from a wide range of people, providing appropriate advice and information, supporting statutory referrals, initiating assessment processes as well as recording details of new referrals for Adult Social Care onto the system that need be allocated to teams within the Service Unit.

**Main Responsibilities**

You will be accountable to the Community Welfare Supervisor**/ **Senior Contact Officer

You will be required to provide advice and information as appropriate, including eligibility for a range of services including (not exhaustive) accessing welfare benefits, community based and voluntary support, debt counselling and housing. This will include signposting people to the web-based directory of services. This is an ever-evolving landscape on a local and national level so it will be vital to keep your knowledge up to date to ensure the best support for BCP residents.

You would be required to provide Foodbank support in addition to signposting so that the immediate crisis may be resolved whilst ensuring the BCP resident has help to find long term solutions. You would also play and active role part of the Access to food partnership.

You would work closely with other departments both within BCP and third party to achieve the best short-term solutions for residents as well as ensuring they have direction to resolve their Crisis in the long term.

It is important to note that whilst we are living through a Cost-of-living Crisis every journey to this line (i.e. when a person/family hits ‘Crisis point’) can be different and every solution can vary, it must be centred around the person /family’s needs, and they will be supported without judgement.

A basic knowledge of Welfare benefits would be an advantage but not essential as this scheme is not directly linked to the DWP.

The calls can be highly emotive and will require a calm approach and must be solution focused for the immediate crisis whilst developing a strategy for collaborations with partners which may offer a resolution for the person /family.

You will also need to be able to understand when Safeguarding may need to be pursued and how to support people who may have suffered mental and physical health issues because of their situation.’’

**EXPERIENCE**
- Recent work experience in social care or similar field, involving direct contact with members of the public and hospital environment
- Experience in working as part of a team liaising with health and social care professionals

**QUALIFICATIONS & TRAINING**
- 4 GCSEs (or equivalent.) to include English

Awareness of social, legal, and political context within which social care services are delivered

You will be expected to demonstrate excellent communication skills, advocating for adults to assist them in achieving their outcomes, develop confidence to have ‘strengths-based’ conversations, including signposting, providing information and advice as well as referring to appropriate Adult Social Care Services.

As such, this represents an ideal opportunity for a creative and positive person, with an interest in early intervention.

**About BCP Council**

BCP Council provides services to a diverse community of 400,000 residents and employs more than 5,000 people. Our area includes over 15 miles of beautiful world-renowned coastline. We can offer career defining roles to transform and improve services. By working with us, you can help deliver a vision of a thriving, word-class, prosperous and inclusive place for generations to come.

**Our Benefits**

We offer an excellent benefits package for further details see here

As a result of the creation of BCP Council in 2019, we are working on simplifying our terms and conditions of service and will be creating a single pay structure which is to be applicable for all employees. It is important to us that we offer benefits that our colleagues value as part of their total employment package and we are reviewing these to make sure we have it right. We are in the process of establishing a timescale for implementation and colleagues joining us will be included in these changes. Expected to be in place 2024.

**DBS**

BCP Council is committed to safeguarding and promoting the welfare of the community and expects all staff and volunteers to share the same commitment. Applicants to this post will be required to complete the appropriate level of Disclosure & Barring Service Check. Please refer to the Job Description or Role Profile for more details.