Independence and Wellbeing Advisor

Reference HQ00019950
Service Suffolk County Council
Contract Type Temporary
Duration 3 months initially
Location Suffolk
Job Type Full-time
Hours per week Looking for evenings and weekend work
Rate From £13.74 rising to £9.55 after 12 weeks per hour

About the job:

We are seeking an Independence and Wellbeing Advisor to be responsible for a seamless transition between day and night services enabling Suffolk County Council to fulfil its statutory duties to vulnerable adults, children and families.

This role will require evening and weekend work.

  • Be the first point of contact for social care enquiries relating to Suffolk residents, including Adult services, Children and Young People’s services and Mental Health referrals.
  • Be expected to manage across different contact channels (telephone, email, webchat) and multi-task while providing exceptional customer service in a pressurised target driven environment.
  • Be responsible for dealing with a wide range of people with a variety of queries and demands of differing complexity. Some contacts will be from vulnerable individuals and you will be expected to use your skills and knowledge to support customers to achieve the best outcome, in line with Suffolk’s organisational values, drivers and operating models.
  • Be responsible for a seamless transition between day and night services enabling the Council to fulfil its statutory duties to vulnerable adults, children and families.

 

Customer First is a multi-channel 24-hour contact centre who act as the first point of contact for Social Care in Suffolk, operating across Adult and Community Services, Children and Young People Services and Mental Health.

 

Key Relationships:

  • Contact Centre Manager
  • EDS Managers and Social Workers
  • Team Leaders
  • Social Care Referral Coordinators
  • Business Improvement Manager
  • Social work service teams and colleagues
  • Initial Response team
  • MASH
  • Members of the public
  • Partner organisations (health providers, Police, Education, District and Borough Council colleagues, domiciliary care providers and Voluntary and Private sectors

This section gives examples of the types of activities that are carried out at this level.  This list is not exhaustive.

 

  • Act as the first port of call for the general public – relating to children and families, vulnerable adults & mental health concerns – and professionals in accessing social care services both in and out of hours.
  • Communicate effectively with customers by demonstrating listening skills and using appropriate questioning techniques to promptly and accurately identify the reason for the customer contacting social care.
  • To maintain effective use of customer information systems and databases to ensure high quality and accurate recording and data quality.
  • Working quickly and effectively to ensure information is passed to the appropriate team / worker as soon as possible.
  • Use of computer for a wide range of database work and use of email system.
  • Apply guidance on information sharing, obtaining consent and confidentiality issues.
  • Escalate evidence of ineffective work practises to management team.
  • Use initiative to solve problems whilst following policy guidelines.
  • Provide accurate and effective advice and guidance to customers on the interpretation of agreements/directives/policies/procedures, always seeking clarification where unsure in order to provide accurate advice.
  • Assist in the smooth operation of the service by assisting others in resolving customer issues when required.
  • Build and maintain positive working relationships with a broad range of internal and external staff.
  • Promote use of internet to customers to enable them to access and request relevant information and services at a time convenient to them.
  • Provide ideas and advice to other team members and management to improve customer service and the delivery of services.
  • Use own initiative to keep up to date, learning and using knowledge of new and changing operating systems, policies, processes and IT systems to continually improve the quality of service and advice given.
  • Regularly update system information and details to ensure database accuracy.
  • Provide support to the team by working a range of shifts throughout the week (Monday – Sunday both daytime and out of hours).
  • Train new colleagues on the job and act as a mentor as required.
  • Work as part of a team to achieve shared objectives and targets.
  • Ability to communicate with customers who may be vulnerable, emotional or under stress in a clear tactful manner, show empathy and resolve conflict effectively.
  • Ability to handle stressful situations.
  • Ability to listen and question effectively to gather appropriate information to resolve customer queries effectively.
  • Ability to communicate openly and factually over the telephone and in writing.
  • Ability to record information clearly and concisely.
  • Ability to work collaboratively as part of a team to achieve agreed outcomes and support one another.
  • Flexible and open to change with the ability to adjust behaviour to adapt to new processes, systems responsibilities or working environment.
  • Ability to remain calm under pressure.
  • Ability to carry out repetitive tasks whilst maintaining excellent attention to detail and maintaining excellent customer service at all times.
  • Ability to demonstrate resilience and be able to deal with confrontational situations without face to face contact.
  • Excellent organisational and time management skills and the ability to prioritise work to achieve deadlines and team objectives.
  • It is essential that you are able to speak fluent English as per Sections 77 to 84 of the 2016 Immigration Act.
  • Commitment to safeguarding and promoting the welfare of children, young people & vulnerable adults.
  • Good level of literacy and numeracy skills.
  • Evidence of continued professional development.
  • Relevant compute literacy (Explorer, Chrome, Word, Excel, Outlook)
  • Good keyboard skills and the ability to listen and enter data simultaneously into various databases.
  • Understanding and practice of the principles of excellent customer service.
  • Ability to problem solve and define a problem systematically and makes sense of information by organising it efficiently.
  • Demonstrable understanding of data protection & safeguarding legislation.
  • Takes the initiative to find information from other sources that are useful to the existing problem or situation.
  • Diligent case recording and record keeping skills.
  • Ability to clarify tasks and prioritise work to achieve deadlines.
  • Ability to make decisions in pressurised situations.
  • Ability to understand and interpret policies, procedures and relevant legislation.
  • Basic knowledge of any national government legislation, regulations or guidelines which may impact service delivery.
  • Holiday entitlement of up to 31 days per annum, pro rata (including bank holidays)
  • Permanent equivalent council pay rates offered after 12 weeks
  • Pension contribution from employer
  • Opus candidates hear about jobs first
  • Consultants based within Endeavour House
  • Opportunity to apply for permanent positions as an ‘internal candidate’

We work directly with Suffolk County Council and Babergh and Mid Suffolk District Councils to fill vacancies. Register today to be first to hear about all our live jobs.

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