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