Overview
An opportunity has arisen within the Adult Social Care Customer Service Centre for a permanent Community Support Worker. The role is part-time and involves guiding Social Care Advisors within our Customer Service Centre to work in a person-centred, strengths-based way with the people who contact our service. This role will coach, mentor, develop and support a team of Social Care Advisors, enabling them to achieve and exceed the vision, goals, targets and strategic objectives of the department and Council.
Social Care Advisors (SCAs) are the first point of contact for all internal and external queries. You will play a crucial role in advising, guiding, and supporting the SCAs. You will support them as they handle a high volume and variety of complex and emotive adult social care enquiries via inbound and outbound telephone calls and emails. If an enquiry is complex this may require you to take over and deal with the situation until it is resolved. Complex referrals also come into our customer service centre through other channels and are directly allocated to Community Support Workers due to the level of risk and urgency, and therefore you will also have your own direct work allocated as required.
You will be required to manage your caseload of queries until resolution which may involve providing the required information yourself, signposting to relevant services, or a referral to the appropriate Council service. When you identify that an individual may be at risk, you will quickly capture and escalate the necessary information for further action. Initially you will be based at County Hall in Glenfield; after training, you will move to a combination of office and home working.
As a Grade 8 Trainee Community Support Worker you will be in your first CSW role and will be expected to develop experience, knowledge and skills, complete your Learning and Induction Programme and undertake duties with support and supervision. As a Grade 9 Community Support Worker you will be expected to have sufficient experience, knowledge and skills to manage your workload under supervision, to deliver a high quality, person-centred, accountable statutory social care. This includes demonstrating competency undertaking Care and Support Assessments, Mental Capacity Assessments and making Best Interest decisions.
We are keen to support employees to balance their working life with other commitments. Wherever possible, we will consider working arrangements that suit an individual’s personal circumstances whilst still meeting the needs of the Council. If you would like to discuss flexible working options, please contact the person named below. This may include term-time working, part-time hours, compressed hours, flexible start and finish times, and home/remote working.
Note: A DBS enhanced check for a regulated activity is required for this post. You will require a valid full driving licence or access to a vehicle for this position.
Responsibilities
* Coach, mentor, develop and support a team of Social Care Advisors to work in a person-centred, strengths-based way.
* Support the team to achieve and exceed department and Council vision, goals, targets and strategic objectives.
* Assist SCAs in managing high volume and complex adult social care enquiries via telephone and email; take over complex enquiries when required until resolution.
* Manage a caseload of queries to resolution, including providing information, signposting, or referring to appropriate Council services.
* Identify individuals at risk and escalate information promptly for further action.
* Handle complex referrals allocated to Community Support Workers based on risk and urgency.
Qualifications and Requirements
* Hold a Level 2 in Maths and English.
* Relevant experience of working with adults in a social care setting and with other agencies within a fieldwork environment.
* Understanding of need and risk assessments and the issues/needs that adults and their families/carers may have.
* Good understanding of social care organisations and their roles and responsibilities in the wider community and voluntary sector.
* Strong communication skills, including negotiation, persuasion, assertiveness and conflict management; ability to build effective working relationships.
* Ability to recognise the limits of own accountability and seek appropriate support when required.
* Ability to manage a caseload and work to clear objectives.
* Commitment to the organisation values and evidence of them in interviews.
* Disability Confident employer. If you declare a disability and meet the minimum criteria, you may be offered an interview; some recruitment situations may affect the number of interviews offered. For details, please refer to the employer policy.
* DBS enhanced check for regulated activity; driving licence or access to a vehicle is required.
Benefits and Flexible Working
We are keen to support employees to balance their working life with other commitments. We will consider flexible working options where possible, including term-time working, part-time hours, compressed hours, flexible start/finish times, and home/remote working where feasible.
How to Apply
If you would like to discuss possible flexible working options applicable to this role, please contact the person named below.
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