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Overall Objectives of the Post:

 

The post holder will be part of the effective delivery within the South Tyneside Let’s Talk Service, the single point of contact into Adults Social Care & Commissioning in South Tyneside.




The Enquiry Responder is responsible for ensuring that prompt and consistent information and advice is provided to ensure the person is connected to the right support to meet their needs first time.




The post holder will respond to telephone, written and digital communications, including online Chat and self assessment tools.  These may be received from the public and internal and external colleagues and will be required to ensure the service is meeting its Care Act duties to provide good quality information and advice to anyone with an enquiry. This may include carers, people with a learning disability, autism, physical or mental health issues and safeguarding concerns within an overall framework of enhancing a person’s wellbeing and maintaining their independence.

Key Tasks of the Post:

You Will

Adopt an approach of providing ‘Great Information and Simple Connections’.
Listen effectively to what the person requires and quickly identify whether the person’s needs could be met by themselves, their family or community network or connection to appropriate support.
Respond to telephone calls from a wide range of service areas internally and externally and undertake initial discussion with the person on the telephone.
Deal with email / on-line forms and other digital communication directed to the Let’s Talk team.
Provide a speedier first point of contact to redirect inappropriate calls and reduce missed and repeat calls.
Effectively understand the nature of the persons queries and provide clear, concise, timely information and advice to meet their expectations and outcome quickly and effectively.
Record all enquiries received to the relevant system and log relevant information as a Contact in Liquid Logical Adults System (LAS) for follow up by an Adviser in the Let’s Talk Team.
Work closely with Advisers to ensure a good response for the people contacting the service.
Seek guidance and escalate calls where appropriate to ensure positive outcomes are achieved.
Identify situations where the person is deemed to be at risk including situations where the individual may be experiencing abuse or neglect and connect the person to the appropriate Safeguarding Decision Maker / Team.
Actively manage calls to ensure performance rates are achieved.
To support Advisers at times of staff shortage or high demand to ensure an appropriate response and follow up is given.
Ensure the highest level of data quality and that information is recorded in a timely, accurate and complete manner, ensuring the service meets all statutory recording requirements.
Undertake the general clerical tasks of the Let’s Talk team.
Maintain an up-to-date knowledge of support and services within the community, liaising with colleagues within the council and partner organisations to obtain information and access to services.


Have a knowledge of Adult Social Care support and the wider council services.
Ensure that policy objectives are met within your area of responsibility, whilst optimising service performance and use of available resources with a focus on value for money.


Take personal responsibility to keep up to date with changes in practice and legislation, including attending training and professional development events and activities relevant to the role.
Contribute to the ongoing improvement and development of the team and the wider Adults and Integrated Care Service.
Have a commitment to actively participate in regular reflective supervision/check ins, annual reviews, and development and training to improve your skills and knowledge.

DBS required for this role.

Pay rate: £13.69 p/hr
Reference : Enquiry Responder jobs

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Published at 18-08-2024
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