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Overall Objectives of the Post:

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

to ensure that prompt and consistent information and advice is provided so the person is connected to the right support to meet their needs early in their journey of support.

The post holder will respond to telephone, written, digital and face-to-face communications 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.

The postholder will be central to performance, quality assurance and continuous improvement of the team and the wider Adults Social Care Service, ensuring support and services are responsive to the local and national landscape and contribute to the Council’s aims and objectives within an overall framework that safeguards adults, promoting health, independence and wellbeing.

This will include:

Supporting people to live better lives through preventative and community led options which help to delay needs, maintain independence, and enable people to stay safe and in control of their wellbeing.
Offering a person focussed strengths-based conversation approach and trusted assessor response, over the telephone, virtually and face to face.
Provide proportionate support and optimise the right support, right time, right place principles.
Enhancing access to the early intervention and reablement offers available, through improved conversation skills and clear pathways to support.
Providing a speedier first point of contact to redirect inappropriate calls and reduce missed and repeat calls.

You will ensure that policy objectives are met within your area of responsibility, whilst optimising service performance and use of available resources with a focus on excellent customer service and managing demand.

Key Tasks of the Post:

You Will

Carry out the first conversation as part a strengths-based approach seeking to resolve needs at the earliest possible point for the person.
Deliver strengths based and solution focussed outcomes to enquiries using a consistent approach to understanding what matters to the person and supporting them to consider their own strengths and resources in their network.
Effectively understand the nature of the persons queries and provide clear, concise and timely information and advice to meet their expectations and outcomes.
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.
Facilitate choice through promoting independence particularly through the provision of information and advice, connecting people to external support networks within the community to enable them to maintain their independence.
Seek a positive outcome, diffusing difficult situations negotiating and handling objections in a diplomatic and tactful way to achieve the best possible customer experience.
Undertake follow up calls with the person to check that any connections / information /advice has been suitable before ending involvement.
Undertake Let’s Talk Local appointments in place-based community settings throughout the Borough in the neighbourhoods where people live.
Actively manage calls to ensure performance rates are achieved and to support Enquiry Responders at times of staff shortage or high demand.
To know the community, you serve and maintain an up-to-date knowledge of support and services within, liaising with colleagues within the council and partner organisations.
Have a knowledge of Adult Social Care support and the wider council services.
Understand and promote preventative and self-serve options for people to manage independently, such as self-assessment, self-directed support and direct payments.
Seek guidance and escalate calls where appropriate to ensure positive outcomes are achieved.
Work in partnership with colleagues from a range of agencies, ensuring a smooth and seamless customer experience, reducing barriers and handovers between services which should be invisible to the person needing support.
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.
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 Social Care Service.

Have a commitment to actively participate in regular reflective supervision/check ins and annual reviews, and personal development and training to enhance skills and knowledge.

DBS required

Pay rate: £16.26 p/hr
Reference : Let’s Talk Advisor jobs

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Published at 18-08-2024
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