Job Category : Social Care – Unqualified
Location : County Hall, Cardiff Council
Hours Per Week :37.00
Start Date : Immediate Start
Start Time :09:00
End Time :17:00
Salary: £10.42
Job Specific Requirements
1. To undertake training to learn the OLM CareFirst system in detail and understand
the work processes that have been developed to use it.
2. To log, diagnose and resolve CareFirst application problems where appropriate.
3. To liaise with appropriate sources to answer queries that cannot be resolved
straight away.
4. To maintain all records relating to the Helpdesk, and run reports as necessary.
5. To report any errors/inconsistencies to the CareFirst Systems
Administrator/Development Officer.
6. To support the Systems Administrator/Development Officer in correcting records and maintaining the CareFirst database.
7. To assist with the development of guidance and maintenance of the website.
8. To provide information from CareFirst and associated systems.
9. To provide cover to the adjacent Service Area’s helpdesk when required.
Corporate Requirements
1. To participate actively in supporting the principles and practice of equality of opportunity as stated in the Council’s Equal Opportunities Policy.
2. To take reasonable care for the health and safety of yourself and other persons who may be affected by your acts or omissions and to comply with all health and safety legislation as appropriate.
3. To, as a statutory duty, adhere to the Council’s Corporate Safeguarding Policy and associated policies and procedures and to report concerns regarding the safety and wellbeing of children or adults at risk. In order to support you in this, you are required to access safeguarding training at the level which is relevant to this post.
4. As a term of your employment you may be required to undertake such other duties and/or times of work as may reasonably be required of you, commensurate with your grade or general level of responsibility within the organisation.
Educated to GCSE standard or
equivalent.
Experienced and competent in using PC
Applications, including
Microsoft products.
Experience of providing
application support to staff on a regular basis.
Knowledge and experience of the
social care environment and work processes.
Knowledge and experience in
using CareFirst.
Demonstrate / Give an example of accuracy / attention to detail has been used
Able to prioritise and organise own work.
Working with team members to deliver the service
Proactively promote the benefits of IT in the social care workplace
Confident and calm manner in providing effective telephone
support to staff.
Occasional work on testing upgrades which may be outside normal office hours.
Occasional training of end users will be required both on and off site.
CareFirst is the case management system used by social services and communities staff to record their service user information. The system also provides key performance indicators. The CareFirst Information Assistant provides assistance and support to end users of the CareFirst system.
To provide a single point of contact for internal / external users of CareFirst to log, expedite and, where applicable, resolve their queries or problems.
What We Are Looking For From You We are looking for a dynamic, enthusiastic, confident person to join a small team in helping to provide a single point of contact for Children’s Services internal users of the current social care electronic case record system CareFirst and the move to Eclipse.
The successful person will be expected to set up new users and organisations on the system as well booking staff on to the appropriate training sessions. Duties will also include, logging, expediting and, where applicable, resolving queries or problems from users and various data cleansing of records. Similar experience of being involved in a Helpdesk/customer service role and technical ability with applications would be useful. Good excel skills are essential as is any experience with SharePoint, Microsoft Forms
This is a hybrid working post, although during the implementation of the new system Eclipse the candidate may need to attend County Hall on a number of occasions in any working week depending on the identified tasks.
The successful candidate must have attention to detail, good accuracy and organisational skills, good communication skills, be able to prioritise and possibly have some experience in the use of databases. Team working is paramount!!