Emergency Duty Service Coordinator

Job Category: Customer Service
Reference HQ00018449
Service Suffolk County Council
Contract Type Temporary
Duration Ongoing
Location Suffolk
Job Type Full-time
Start Date 23/09/2019
Hours per week Flex- available Mon-Thurs between 17:00- 08:00. Available Friday 16:00- 08:00 Monday morning. Expectation to be available to work on Public Holidays
Rate From £9.65 rising to £10.54 after 12 Weeks per hour

Adult community services (ACS) and Children and Young Peoples services (CYPS)

Flex-week available Mon-Thurs between 17:00- 08:00. Available Friday 16:00- 08:00 Monday morning. Expectation to be available to work on Public Holidays

  • The EDS coordinator will undertake a comprehensive range of administrative duties to support the efficient delivery of out of hours’ services. Ensure that all enquiries from customers and other professionals are dealt with promptly and efficiently.
  • They will be responsible for completing trawls of relevant data bases including but not exclusively Liquid Logic adult and children’s systems.
  • The EDS coordinator will be responsible for recording the decisions made by the area social workers and Management decisions. They will make arrangements for services to be delivered by either EDS and social care services or an outside agency or body.
  • Responsible for a seamless transition between day and night services enabling the Council to fulfil its statutory duties to vulnerable adults, children and families.
  • To arrange effective cover for staff sickness.
  • EDS Managers, social workers and support workers
  • Colleagues in CYP integrated services and other specialist services including SEN and Early Years.

MASH

  • Colleagues in Adult social care services.
  • Colleagues in Norfolk and Suffolk Mental Health services.
  • Members of the general public who may be in crisis.
  • Health providers, such as care coordination centres and admission prevention services
  • Colleagues in other Out of Hours services such as Home First
  • External agencies such as the Police, Education, District and Borough Council colleagues, domiciliary care providers and Voluntary and Private sectors.
  • Act as the first port of call for the general public- specifically for people in crisis, relating to children and families, vulnerable adults & mental health concerns- and professionals in accessing social care services out of hours.
  • Maintain positive working relationships with a broad range of external and internal service providers.
  • Through liaison, dialogue and searching of appropriate databases collect and collate relevant information to aid the EDS social workers in the field during the initial decision making process.
  • Seeking further information from other agencies and giving advice to Customers and other organisations where needed. Signposting to relevant organisations.
  • Referrals must be passed to duty social worker within 15 minutes of receipt of the call.
  • When a Social Worker is required to undertake home visits the call centre have responsibility for tracking them and keeping in touch to ensure any alarms are raised in a timely manner if the need arises.
  • Accurately record the needs of clients at the referral stage and accurately record the outcome by the EDS social worker and Ops manager on the relevant database. Make sure any relevant information is passed onto the appropriate daytime service to be actioned and followed up.
  • Recording Police information and other agency referral forms on to relevant data basis for the day teams.
  • Promote good working relationships with other professionals and agencies such as the police and health.
  • Administration, emailing using secure email, data collection and note taking.
  • Insuring accuracy in recording and maintaining customer databases ensuring data protection legislation and customer confidentiality is strictly adhered to.
  • Demonstrate through personal and professional example a commitment to equality of opportunity for all groups of service users and staff and challenge all forms of discrimination or unjust behaviour.
  • Monitoring service quality and customer satisfaction by regularly contacting service users and recording the data collected.

Work is mainly covered by guidelines and procedures but you will be expected to use initiative eg. when resolving enquiries and prioritising work. You will be expected to exercise a level of professional judgement based upon experience, knowledge and expertise.

  • To act as the first point of call for members of the Public who may be in crisis and professionals requesting social care assistance.
  • To maintain a high standard of service to children, young people and adults who are at risk of abuse or are vulnerable.
  • To develop and maintain strong working relationships with health and other service providers who are key to providing effective services to our clients eg Police, Crisis Response and Homefirst.
  • To contribute to the continual development of the call centre.
  • To maintain the efficient use of customer databases and information systems to ensure high quality and accurate recording through continual development and training.
  • An opportunity to make a real difference to the people requesting assistance from social care out of hours.
  • Encourages self-development and a more creative solution based way of thinking.
  • Involves all areas of social care from children to adults and mental health.
  • Opportunity to communicate through a variety of mediums with people who may be non- hearing or do not speak English as a first language.
  • You will gain a sense of job satisfaction from finding solutions which help to resolve crises and making a real difference to vulnerable people’s lives.

Essential

  • Relevant customer service qualification NVQ2 or relevant, current experience
  • Educated to GCSE level or equivalent with a good level of literacy and numeracy.

Desirable

  • Relevant computer literacy qualifications/training such as Word and Excel, Liquid Logic LAS, LCS and EHM

Essential

  • The ability to effectively communicate with clients and other professionals to interpret and record pertinent information with a high degree of accuracy
  • Understanding of the difficulties customers may face e.g. cultural, religious or disadvantaged customers and ability to assist them in a non- judgemental and impartial manner
  • Excellent computer skills to access and effectively navigate adult, child and mental health databases
  • Demonstrable understanding of data protection & safeguarding legislation when searching for and providing confidential information to clients and professional colleagues.
  • Ability to demonstrate excellent verbal communication skills when presenting vital information to front- line social workers to act upon
  • Ability to record client updates provided by health colleagues or other professionals accurately and on the correct database
  • Clear understanding of the function of care teams in SCC (clusters, localities etc)
  • Proven ability to signpost to appropriate other agencies
  • Proven decision- making ability in pressurised situations to assign cases to the correct team and area

Desirable

  • Sound knowledge of social services responsibilities within a large organisation or local authority
  • Knowledge and experience of voluntary organisations e.g. Citizens Advice Bureau, Food banks, Housing department etc

Essential 

  • Demonstrable ability to communicate clearly and effectively to individuals whether in person or over the phone including using translation/ interpreting aides.
  • Proven ability to ask appropriate probing questions to gather all pertinent baseline information from the referrer including: name, age, ethnicity, nature of their crisis etc.
  • Proven ability to resolve varied and sometimes complex problems using initiative. Commitment to providing excellent customer service with an ability to empathise and inspire confidence and rapport with callers who maybe in crisis
  • Ability to negotiate with service users, providers and other colleagues in statutory and voluntary agencies
  • Proven ability to manage customers in distress who may be highly anxious to alleviate their concerns and have a constructive dialogue with them.
  • Practical experience of working as a team member and supporting other team members.
  • Proven ability to work using own initiative to find effective solutions to difficult and potentially emotionally distressing problems

Demonstrate a positive attitude, enthusiasm and commitment to excellent customer service.

Desirable

  • Equal opportunities/ diversity training
  • Fluent in a language(s) other than English
  • Proven experience of dealing with the general public in an advisory or information gathering capacity.
  • Diligent case recording and record keeping skills
  • Experience of working with computer systems such as Excel and Word and training on other systems relevant to the role.
  • Ability to demonstrate resilience and be able to deal with confrontational situations without face to face contact

Desirable

  • Knowledge of and ability to use appropriate internet sites for research
  • Knowledge and experience of dealing with customer complaints and accurately recording the details to allow for a formal response.
  • Experience  of dealing with difficult  and distressed customers
  • Commitment to safeguarding and promoting the welfare of children, young people and vulnerable adults.
  • Commitment to improving service reputation through learning from and implementing client and other professional feedback
  • Willingness to regularly attend supervision, team and wider service meetings.
  • Flexibility and willingness to provide cover for unplanned  staff sickness to ensure needs of service are met
  • Excellent geographical knowledge of Suffolk and its borders
  • An understanding of SCC’s care climate and developments in adult, child and mental health care.
  • Clear understanding of the political climate within Suffolk County Council

A DBS check will be undertaken for the successful candidate

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