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 organization and leading Carers Assessments within the team.
The successful candidate will have exemplary communication and organisational skills, coupled with the ability to research activities and events relevant to carers.
If you would like to be part of a successful team supporting 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, tailored to 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 inquiries 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 them appropriately to relevant team members.
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 referrals and support needs to the appropriate staff, ensuring smooth service transitions.
To carry out necessary administration, 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 aligned with organizational frameworks, contracts, and statutory assessment guidelines.
Additionally, to:
* Work as part of the wider team to provide support via various channels and support at meetings.
* Develop and maintain effective relationships with other organizations and professionals.
* Provide advocacy and support self-advocacy to develop carers' confidence and self-esteem.
* Support carers in exploring education, training, volunteering, and employment options.
* Develop ways to share carers' experiences, including facilitating groups and events.
* Attend and support promotional events, training, and social activities for carers.
* Collaborate with teams and partners to identify and engage hard-to-reach carers.
* Support carers to maintain their own lives alongside caring responsibilities.
* Represent Sunderland Carers Centre to promote awareness of carers' issues through training and other initiatives.
* Contribute to organizational development and service evaluation.
* Work with volunteers and students, providing mentorship and support.
* Assist in preparing reports for management and participate in supervisions and appraisals.
* Adhere to all policies, maintain confidentiality, and observe professional boundaries.
* Perform any other duties as required by management.
Person Specification
Qualifications
o Excellent standard of English and Maths
o IT Literate
o Experience in providing frontline customer services and advice
o Experience managing conflict resolution and building professional relationships
o Knowledge of issues affecting carers and their families
o Motivated to deliver positive change
o Resourceful and able to work in complex environments
o Commitment to equality, diversity, and professional boundaries
o Willing to work flexibly, including evenings and weekends
o Willing to undertake further training on social care, education, and health legislation
o Recent CPD qualifications or training evidence
o Experience supporting families and understanding safeguarding processes
o Knowledge of relevant legislation (e.g., Children and Families Act 2014, Care Act 2014)
o Experience managing complex caseloads, using electronic databases, facilitating learning, and providing advocacy
o Full Driving Licence and access to a car (business insurance required)
Disclosure and Barring Service Check
This role requires a DBS check due to the Rehabilitation of Offenders Act (Exceptions Order) 1975.
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