HART Referral and Duty Specialist
4 weeks ago
The HART service provides several care and support offers under its registration as a domiciliary care service. This includes reablement, which helps people return home from hospital, or prevent them from being admitted to hospital, and regain their independence. Homecare support to facilitate the timely discharge from acute and community hospitals to better understand the needs of the person once they have been able to return home. Short-term crisis support for those experiencing an urgent social care need. These service offers are all short-term support, helping someone to become as independent as possible, and to ensure that the right support pathway is in place to meet any ongoing care and support needs.
Key Responsibilities- Be the first point of contact for all internal and external customers to the HART Service.
- Provide a comprehensive initial contact and duty function, which ensures that queries, issues, and referrals are prioritized accordingly and progressed in line with service response timescales.
- Accept initial referrals into the service and screen against the HART Criteria.
- Programme the efficient deployment of culturally appropriate reablement support to meet identified goals and support needs.
- Prioritize urgent referrals to meet key performance indication response times within a two-hour window.
- Programme Service in such a way which maximizes the utilization of all available resources.
- Minimum of 4 GCSEs A-C grades including English Language or other qualifications of an equivalent level.
- Experience of working in local government and relevant experience working within an Adult Social Care setting.
- Experience of managing risk and ensuring the best outcome for the customer and undertaking research to identify agencies to effectively signpost relevant queries.
- Experience of working effectively as part of a team, supporting and developing colleagues, and have experience working within a customer service or customer contact centre.
- Knowledge of using complex ICT customer service databases to record and retrieve customer information and the use of Microsoft Packages Word, Excel, and Outlook.
- Excellent written and verbal communication skills and able to learn and process new information quickly and accurately.
- Able to identify and record critical information and demonstrate quick thinking and problem-solving, with fast and accurate keyboard skills with good attention to detail.
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