Carer Information, Advice and Guidance Co-ordinator Carers Assessments
Sunderland Carers Centre provides information, advice, and support to unpaid carers.
We are seeking an individual with outstanding interpersonal skills to join our Carer Contact Team, acting as the initial point of contact within the organisation and leading Carers Assessments within the team.
The successful candidate will have exemplary communication and organisational skills, coupled with an ability to research activities and events relevant to carers.
If you would like to be part of a successful team that supports carers and their families within Sunderland, please contact us.
The successful applicant will be subject to a Disclosure & Barring Service Enhanced Disclosure.
Main duties of the job
To be part of the Carers Services Contact Team, providing information, advice, guidance, and support with an outcome focus to carers referred to Sunderland Carers Centre for a statutory carers assessment, in a format that meets their individual needs.
To provide a first contact service to those contacting Sunderland Carers Centre or Sunderland City Council via telephone, email, face-to-face, or website enquiries requesting a statutory carers assessment, providing relevant and accurate information, advice, guidance, and support within the statutory assessment framework.
To ensure a professional welcome to all customers and visitors, presenting a positive impression of the organisation and Sunderland City Council.
To answer incoming telephone calls professionally and promptly, transferring calls to relevant team members where appropriate.
To develop and coordinate a range of information, advice, and guidance resources in accessible formats for carers, professionals, and wider communities.
To triage referrals for statutory assessments, providing initial low-level assessments.
To manage the escalation of statutory carers assessment referrals and support needs to appropriate staff, ensuring smooth service transitions.
To carry out necessary administration accurately and within organisational standards, including updating the Customer Relationship Management (CRM) System (Charity Log and Liquid Logic).
To input activity and outcome records into the CRM system and work towards achieving agreed carer outcomes, KPIs, and targets as per organisational and statutory frameworks.
Additional responsibilities include:
Working as part of the wider team to provide support via telephone, email, 1:1 meetings, and support at internal and external meetings.
Developing and maintaining effective ongoing relationships with other organisations and professionals to ensure carers have access to accurate information and opportunities.
Providing advocacy and enabling self-advocacy to develop carers' confidence, self-esteem, and self-care abilities.
Supporting carers to explore options related to education, training, volunteering, and employment.
Developing ways for carers to share their experiences, including facilitating groups and events.
Attending and supporting promotional events, training, and social activities for carers.
Collaborating with the wider Carers Centre and partners to engage hard-to-reach carers.
Supporting carers to maintain a balanced life alongside their caring role.
Representing Sunderland Carers Centre to promote understanding of carers' issues, including delivering training programs.
Communicating national legislation affecting carers.
Contributing to service evaluation and organisational development.
Mentoring volunteers and students.
Supporting the preparation of reports for management and governance bodies.
Participating in supervisions and appraisals.
Adhering to organisational policies and maintaining confidentiality and professional boundaries.
Performing other duties as required by management.
Person Specification
Qualifications
* Excellent English and Maths skills
* IT literacy
* Experience in customer service and frontline advice
* Conflict resolution skills
* Experience working with professionals and families
* Strong communication and interpersonal skills
* Proficiency in Microsoft Office
* Understanding of issues affecting carers and their families
* Motivation to improve carers' lives
* Resourcefulness and problem-solving skills
* Ability to work with complex situations
* Teamwork and multi-agency collaboration
* Commitment to equality, diversity, and professional boundaries
* Flexibility to work evenings and weekends
* Willingness to undertake further training on social care legislation
* Recent CPD qualifications or training
* Experience supporting families and community development
* Knowledge of relevant legislation (Children and Families Act 2014, Care Act 2014)
* Experience managing complex caseloads and using electronic databases
* Ability to facilitate group learning and peer support
* Advocacy skills and ability to support carers in various situations
* Full driving license and access to a car with business insurance
Disclosure and Barring Service Check
This role requires a DBS check in accordance with the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975.
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