Job Overview
Responding to enquiries and requests for information and advice from service users, carers, agencies, medical, care, professionals and members of the public and undertaking a telephone assessment between 7am-9am. From 9am-12 noon general admin to include handing over to day services and support for the EDS team.
Key Responsibilities
* Using specialist knowledge and judgement on Adult and Carer services available within Social Care, including the application of Fair Access to Care criteria, to give high quality advice.
* Identifying and responding to urgent or critical situations by passing referrals, via agreed fast-track procedures, to the appropriate professional teams.
* Supporting the development of other team members by participating in learning activities such as one-to-one coaching or work shadowing.
* Providing accurate and up-to-date information and advice to callers on Social Care policies and services, including eligibility criteria, and services provided by other statutory, private and voluntary agencies.
* Ensuring that all information is recorded accurately and entered onto the appropriate database.
* Ensuring that all information recorded complies with data recording legislation and guidance, captures all data required for performance indicators, and is in a format or style which allows it to be transcribed on the appropriate system.
* Participating in training to update knowledge on the full range of systems and databases used by Emergency Duty Team (EDT).
* Continuously updating own and sharing new information with colleagues on eligibility criteria, and the Social Care Policies, including the range of services provided by Social Care and other Statutory, Private and Voluntary agencies.
* Representing EDT on project and consultation groups where appropriate and ensuring any knowledge and information is shared with colleagues.
* Actively contributing to own personal professional development, and to the developing role of EDT Advisors across all specialisms.
* The duties of the post may be changed and/or varied to meet changing circumstances at the discretion of the EDT Manager.
Qualifications
* Good general level of education, including English and Mathematics at GCSE grade A - C, or demonstrably equivalent abilities.
* Customer Service NVQ or equivalent experience/ability.
* European Computer Driving License (ECDL) or equivalent experience/ability.
* Experience of working in a local authority setting and/or Customer Services role.
* Experience of communicating by telephone and electronically recording information.
* Working in a setting with direct customer contact.
* Giving information and advice to customers by telephone.
* Knowledge and experience of administrative and clerical processes.
* Detailed knowledge and working experience of IT systems including Word and a customer database.
* Awareness of Health & Safety at work.
* Knowledge of requirements of Caldicott, GDPR and Freedom of Information.
* Achievement of agreed objectives.
* Specialist knowledge to be able to handle calls involving children at risk and Vulnerable Adults.
Employee Benefits
Essex County Council offers an excellent benefits package to all its employees.
Equality, Diversity and Inclusion
Essex County Council is proud to be a Disability Confident Leader and a Veterans Friendly Employer. The Council commits to interview all disabled applications who meet the minimum requirements of the job and to provide reasonable adjustments where required. All Veterans who meet the minimum requirements of the role will be welcomed into the recruitment process.
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