Job Title: Care and Response officer.

Location: Milton Keynes, Civic Office.

Department: Milton Keynes Council.

Adult Social care.

Pay PH: £14.81

Shifts to cover a 24-hour period. 12-hour day and nights on a 4 on 4 off pattern.

Number of vacancies - 4

Opus are looking for a care and response officer in Milton Keynes, whilst being based in the Civic offices, you will be answering calls from service users when they need help. You will answer the call, assess the situation and then escalate as needed. This may be by going to their home to see if they can get off the floor themselves, supporting them as Appropriate or determining if you need to call an ambulance. All calls need to be fully reported on, and recorded on the internal database

Expected Role:

1: As a care and response officer connected to the Care & Response Centre, you will respond promptly to emergency calls from service users with diverse and complex needs. You will assess each situation and escalate as necessary to meet the service user's specific requirements. This includes providing basic first aid, ensuring the safety and well-being of the service user, and referring to emergency services when necessary. You will work in collaboration with emergency services and other relevant teams to ensure the service user receives timely and appropriate care.

2: To provide welfare checks, assessment and scheme visits to ensure the wellbeing and safety of service users

3: As part of your role, you will conduct welfare checks, assessments, and scheme visits to ensure the well-being and safety of service users. You will also carry out annual reviews to assess the condition and suitability of equipment, ensuring it remains fit for purpose, and identify the need for additional Telecare support.

4: You will operate the Community Alarm call handling system to deliver a high-quality response service to vulnerable service users. This will be done in accordance with specific national standards for call response, ensuring timely and appropriate support is provided to those in need.

5: You will assess and escalate calls based on the service user's needs, ensuring appropriate referrals are made to other services when necessary. You will maintain a working knowledge of various procedures in line with MKC services and partner organizations supported through the Care & Response Centre, ensuring a seamless and efficient response to service users' requirements.

6: You will maintain and update both manual and computerised systems to ensure that clear, accurate, and concise records are kept. These records will be passed on to the appropriate individuals and agencies following the agreed procedures, ensuring effective communication and continuity of care.

7: Ensuring that families of service users, internal departments and external agencies are kept informed of emergency actions. Including obtaining and reporting accurate and relevant information during civil emergencies to senior leadership

Essential Requirements (key skills & qualifications)

1: Demonstration of an awareness of needs of vulnerable members of the community and an empowering attitude to promoting positive life experiences.

2: Ability and commitment to working flexibly supporting people with a range of different needs including dementia, complex health needs, multiple disabilities and/or behaviour of concern.

3: Evidence of excellent communication skills, including good writing skills and ability to record clearly, accurately, and succinctly. Ability to adapt communication to the needs of the caller.

4: Demonstration of an understanding the importance and purpose of confidentiality in recording and sharing information.

5: Evidence of the ability to respond in complex or crisis situations, with awareness of assessing and managing risks. To make appropriate decisions in event of emergencies.

At this level job holders provide front-line advice and assistance to vulnerable clients in a variety of settings. Working within strict procedural guidelines to ensure their health, welfare and the optimum delivery of Council services. A great deal of post holders' working time will be spent interacting with individuals, in responding to a variety of enquiries and visiting people in their own home

Key requirements for this role include:

1. Decision-Making Under Pressure:
• Ability to make quick, informed decisions, often in high-pressure or emergency situations, ensuring the safety and well-being of those involved.
2. Adaptability and Teamwork:
• Must be able to work effectively within a small team, demonstrating flexibility and a collaborative approach to meeting the needs of individuals and the team.
3. Communication Skills:
• Excellent verbal and written communication skills are essential for interacting with people from diverse backgrounds and updating records clearly and accurately.
4. Record Keeping:
• Proficiency in maintaining and updating both written and electronic records, ensuring that all information is accurate, up-to-date, and compliant with relevant regulations.
5. Driving Requirement:
• A full UK driving licence and access to a personal car are essential, as travel between locations is required. A company vehicle will also be provided for work-related travel.

This role is both challenging and rewarding, offering opportunities for professional growth while making a positive impact on the lives of those you support.