Duty Careline Officer

Hammersmith & Fulham, rated nationally by Ofsted as one of the top Local Authorities, never stops moving forward. Our focus is to act with love and compassion so the most vulnerable among us are looked after. Our ambition is to increase the quality of our practice and the work with vulnerable adults to sustain positive change. To do this we need the best people to help build our vision.

Hammersmith and Fulham is a diverse borough and our vision is to be the Best council. Our priorities are, Doing things with residents, not to them, building shared prosperity, creating a compassionate council, taking pride in Hammersmith & Fulham and being ruthlessly financially efficient.

Careline provides 24/7 emergency monitoring, visiting, installation and Telecare services for approximately 2700 residents in the community, many of whom are vulnerable and elderly.

This enables Residents to maintain their independence and provides reassurance to both customers and their family and carers.

We also provide a No Reply service to commissioned home care providers.

We are currently looking to recruit an experienced Careline Monitoring and Response Officer to join our dedicated team to deliver a high-quality service that promotes the dignity and well-being of our Residents and achieve best practice to deliver the councils vision. The position is for a weekday (Monday to Friday) Duty Careline officer. It is essential that you have a flexible approach to working arrangements as you will be required to work 4 out 8 bank holidays.

To be successful in this role you will need the ability to communicate effectively with a wide range of people, sometimes under difficult circumstances and respond under pressure, and the ability to handle crisis situations calmly, quickly and logically, is essential. Good IT and administration skills and customer service are essential.

Experience of working with other Adult Social Care agencies, lone working and installation of telecare alarms/equipment, 111 or 999 call handling/emergency services is desirable.

Our mission is to be the best council. To do this we need the best people to help build our vision. If you’re looking to develop your career in a fast-paced, professional environment whilst making a difference, then we look forward to hearing from you.

**Role Responsibilities**:
**The role responsibilities are as below**:

- To work within European working directives.
- To respond to all telephone & alarm calls, providing a link between the caller and appropriate services by assessing the nature of emergency calls, prioritising level of urgency and responding accordingly.
- To visit residents where necessary, driving to the property, identifying the extent of practical and emotional support required and contacting and liaising with other emergency services, agencies, next of kin etc, as appropriate. Must hold a full UK driving licence and be able to drive a manual vehicle.
- To be responsible for maintaining an accurate computerised record of all calls and requests for assistance from internal and external Departments and agencies and to assess such requests and liaise with the appropriate personnel.
- To respond accordingly with all emergency calls from all associated agencies to ascertain a Residents whereabouts by calling all necessary contacts and emergency services as required.

Please refer to the **Role Profile** for more information.

**People Values**:
How we act defines who we are. At the heart of our organisation is a common approach to defining ‘who we are’. We are looking for people who can build this into everything they do.

**We are fair**

We treat everyone with compassion, dignity and fairness. We value the views and opinion of others, and promote benefits and opportunities for all.

**We are caring**

We care about our borough and doing things well. We focus on standards and continuous improvement; learning from our mistakes and celebrating success.

**We are collaborators**

We work together for a better society. We work with our residents, businesses, schools, third sector and others for better outcomes for everyone.

**We are driven**

We will only settle for the very best. We seek to continually improve and put our residents, customers and businesses at the heart of everything we do.

**Recruiting for Attitude**:
Your skills and ability are important however, we recruit as much for attitude as we do experience. We are looking for people who have the following attributes:
**Complex problem-solving**
The ability to work within a complex system and find simple solutions and outcomes that deliver real change.

**Critical thinking**
The ability to challenge the norms through evidence-based approaches using both numerical and critical reasoning and thinking. You can rationalise decision-making and form views quickly and soundly from a range of sources.

**Creativity**

**People management**
You can get the best out of people. You have a coaching-style and drive throu