Senior Response Centre Operative Nights

Senior Response Centre Operative Nights - Grade C3

**Leeds Tele Care NIGHTS Senior Response Operative**

**23.33 Hours per week working a 6 week rota which includes weekends and bank holiday working 9.30pm - 7.30am 2 nights on 4 nights off. (**+ weekend enhancements pro rata)**

Would you like to be part of something bigger and join us in our ambition to become the Best City, working together as a Team for Leeds. Do your values match ours and do you have something to offer?

Leeds City Council delivers over 500 different services to residents and is dedicated to bringing the benefits of a prosperous, vibrant and attractive city to the people of Leeds. This is a fantastic time to join us.

**Benefits of working with us**:
We pride ourselves on offering the best employee experience, with a genuine commitment to keeping our colleagues safe and well at work. You can expect great benefits whilst working for us including:

- a competitive pay progression structure including generous employer pension contributions
- flexible career paths with tailored personal and professional development
- support for you, your home and your family including personal, and financial support

For more information about our benefits please see the benefits section of our jobs page.

**Introduction to the role of the team**
Leeds Tele Care Services helps people live more independently and safely in their own homes - while providing much needed reassurance to family members, friends, and carers.

The Telecare team consists of managers, response centre operator, Installation & response technicians, admin and finance support and warehouse team, all working together to provide a 24 hour telecare service.

The Response Centre facilitates emergency access to services and support for clients who are connected to the Council’s Tele Care Alarm Call Service. The range of clients to whom the service is provided includes elderly and vulnerable clients living in sheltered and supported housing; elderly and vulnerable clients living independently.

**Your role**
The main role of the Night Senior Response Operative is to receive and respond to call alerts which come through to the response centre. To act as shift leader and manage the night duty.
- ** Key responsibilities are**:

- To have knowledge of response centre call handling equipment.
- To manage and supervise the response centre staff and the Tele Care installation and response technician on night shift.
- To follow the procedure for disaster recovery and direct the response centre staff and the Tele Care installation and response technician to ensure continuity of the service.
- To accept and respond appropriately to emergency calls which are received at the response centre.
- To assess and determine appropriate courses of action which are required in response to different types of calls and to direct emergency and support services to incidents which are reported.
- To provide advice, assistance and advocacy to clients in distress who call in emergency situations
- To maintain accurate information on the computer database (including inputting and maintenance of client data). To re-boot call handling equipment as required.
- To liaise with Sheltered Housing Wardens, Home Care Managers, Neighbourhood Housing Offices, Emergency Services, clients relatives and other internal and external agencies to ensure the safety, security, welfare and well-being of clients.
- To assist and support trainees, and new staff
- To demonstrate appropriate behaviour in difficult circumstances
- Willing to work flexible hours occasionally to meet service requirements.

***Front line**
You will have excellent communication skills and be a team player. You will be motivated and a critical thinker with the ability to understand the needs of your customers.

**What you will bring to the role**
- Give details of skills useful to have in the role
- Ability to use a PC to input, update and interrogate client information.
- Ability to respond to emergency situations using one’s own initiative.
- Ability to pass, and receive information accurately.
- To manage and supervise the team in the absence of the management team.
- Ability to manage the rota to cover emergency situations such as sickness.
- Ability to manage the disaster recovery policy
- Ability to prioritise self and others workload with frequent interruptions.
- An understanding of the needs of elderly, disabled and vulnerable clients and how to help when in distress, or in emergency or illness.
- An awareness of services and sources of support which are available to clients.
- Experience of responding to emergency situations using one’s own initiative.
- Experience of working within a team where flexibility of response is required.
- Experience of working with elderly, disabled or vulnerable client group.
- Experience of response centre call handling

Leeds City Council are committed to promoting and living our values of being open, honest and trusted