JobPurpose
Theroleformsavitalpartoftheprovisionofsupportedhousingservicestocustomerswhoareelderlyandvulnerableandrequiresupporttoremaininindependentliving.ThesupportedhousingservicecomprisestheLifelineserviceandWardensservicesworkingtogethertodeliveraresponsive,customer-focusedservicethatmeetsindividualneedsofpeoplewithvaryingdegreesofsupportrequirements,disabilitiesandmedicalconditions
ControlOperatorsworkcloselywiththeWardensServicesteamandtheEmergencyCall-outOfficerswhoprovideemergencysupportout-of-hoursintheeveningandatweekendsandbankholidays.
Thepurposeoftheroleistorespondtocallsfromcustomerswhoactivatetheiremergencyalarmandtoarrangeforappropriateemergencyservices,next-of-kinorEmergencyCall-outOfficerstoassistthem.
Theroleformsanintegralpartofthesupportedhousingserviceandprovidesessentialemergencysupporttovulnerableadults,helpingthemtoliveindependentlyintheirownhomes.
Therole-holderwillbeexpectedtomakedecisionsaboutthetypeofassistanceneededbycustomersandtoassesssituationstoenabletheappropriatesupporttobeprovidedasswiftlyaspossible.
TheroleformspartofateamofControlOperatorsprovidinga24-hourservicetotenantsofshelteredhousinganddispersedhousingfortheelderly,aswellastoprivatecustomersoftheservice
Deliveryofaneffectiveandappropriateservicetoallserviceusers,fairlyandwithoutdiscrimination.
TheLifelineteamprovidesanout-of-hoursrepairsservice,dealingwithemergencyrepairrequestsfromtenantsofCBCandotherclienthousingprovidersandworkscloselywiththeRepairsteaminresolvingrepairissues.
Inadditiontotheabove,ControlOperatorsplayanimportantroleasafront-lineservice365daysayearanddealwithavarietyofgeneralenquiriesandemergencysituationsaffectingCBCcustomersrequiringimmediateactionsuchasfloods,powercuts,fires,anti-socialbehaviorandliaisewithemergencyservices,SocialServices,utilitysuppliersandcontractorstoensuresatisfactoryresolution
Youwillberequiredtoworkanaverageof24hoursperweek;theshiftpatternwillbeagreedwithyourmanager.Someshiftswillincludeloneworking.Youmustshowawillingnessandflexibilitytocoverforcolleaguesholidaysandsickness.
MainDutiesandResponsibilities
Ensurethatallcallstakenareansweredinapoliteandcourteousmanner,withintargettimesandactionstakenarerecordedinaccordancewithprocedures.
Analyse,input,updateandaccuratelyrecordrelevantinformationpromptlyandefficiently,providinganyassociatedadministrativesupportasrequired
Liaisewiththecustomersfamily,nextofkin,keyholdersemergencyservicesEmergencyCall-outOfficersandotherappropriatepersonsorservicesonbehalfofthecustomer,whilstmaintainingtheprinciplesofconfidentiality.
Providehighstandardofcustomercareandguidancetoallcustomerswhendealingwithalarmactivationsandrequestsforassistanceorsupport.
LiaisewithothermembersoftheWardenServicesteamtoensureahighquality,seamlessservicetocustomers.
6.
EnsurethatanyDisasterRecoveryPlansareexecutedefficientlyandeffectively.ReceiveandmakecallsusingappropriateDisasterRecoveryequipmentatotherserviceprovidersorlocationswhennecessary.
Respondtoout-of-hoursemergencycallsinaprompt,courteousandresponsiblemanner,decidingupontheappropriateaction,on-callstafforagencytocontactinaccordancewithprocedures.
RespondtorequestsforentrytoCBCpropertiesviathedoorentrysystemensuringappropriatecareinprovidingsecuritytotenants.
PrepareclearandconcisereportsonseriousincidentstotheControlCentreTeamLeaderinaccordancewithprocedures.
Tohaveawillingnessandflexibilitytoprovidecoverforannualleaveandsicknessasrequired.
Reportfaultstoequipmentsuchasalarms,intercoms,anddoorentrysystems,totherelevantcontractor.
Deliveraneffectiveandappropriateservicetoallcustomers,fairlyandwithoutdiscriminationandcomplywithdataprotectionlegislation
LifelineTeamLeaderLifelineTeamLeaderLifelineTeamLeaderLifelineTeamLeaderLifelineTeamLeader
TPBN1_UKTJ