Job summary
Sunderland Carers Centre are seeking an individual with outstanding
interpersonal skills to join our Carer Contact Team, to act as initial point of
contact within the organisation and Carers Assessment lead within the team.
The successful candidate will have exemplary communication and
organisational skills, coupled with an ability to research activities and
events relevant to carers.
You'll act as initial point of contact for both carers and professionals
referring into the service, with the ability to offer carer focused
information, advice and guidance and support.
You will be part of a multi-disciplinary team predominately based at
Sunderland City Council adult social care Front Door service based at
Leechmere.
Provide initial point of contact service, in a variety of formats.
Deal with and manage referrals from a wide range of professionals, providing
high quality information, advice and guidance and support.
Triage referrals and escalate to colleagues where necessary,
particularly Statutory Carer Assessments.
Carry out necessary administration for this role including updating both
Sunderland Carers Centre CRM database and Sunderland City Council Liquid Logic.
As a Carer, Information, advice and guidance co-ordinator you will
require:
Previous experience of customer related service
Experience of managing conflict
IT literacy
Experience of partnership working building excellent relationships with
a wide range of professionals and families.
Main duties of the job
To form part of the Carers Services Contact Team function to
provide information, advice, guidance and support with an outcome focus to
support carers referred to Sunderland carers centre for a statutory carers
assessment in a format which most appropriately meets their individual
needs.
To provide a first contact service to those contacting Sunderland
Carers Centre or Sunderland City Council via telephone, email, face to face or
via website enquiries requesting a statutory carers assessment and providing
the person with relevant and accurate information, advice, guidance and support
within the statutory assessment framework.
Provide a professional welcome to all customers and visitors,
presenting a positive impression of the organisation and Sunderland City
Council
To ensure that incoming telephone calls are answered in a
professional and timely manner and transferred, where appropriate, to the
relevant team member
To develop and co-ordinate a range of information, advice and
guidance resources in formats that
meet the needs of carers, professionals and wider communities.
To triage referrals for statutory assessments, providing
initial low-level assessment.
To manage the onward escalation of statutory carers assessment
referrals and/or support needs to the appropriate staff member to ensure a
smooth transition of services
Carry out the necessary administration for this role.
About us
Whats In it for you:
You will receive three additional days holiday between 25th
December and 1st January, no Christmas working hours, Carer Leave
and Support, Flexible working, access to Charity Worker Discounts, as well as
being part of a supportive dedicated team.
Sunderland Carers Centre provides information, advice and support to unpaid
carers.
If you feel you would like to be part of a successful team that
support carers and their families within Sunderland please contact us.
The successful applicant for this post will be subject to a
Disclosure & Barring Service Enhanced Disclosure.
Sunderland
Carers Centre recognises that the needs of carers are paramount within the
services it offers. The Centre is committed to a policy of equal access
to employment and provision of its services regardless of race, religious or
political beliefs, ethnic or national origin, culture, gender, sexuality age or
disability.
Job description
Job responsibilities
Main Duties and Responsibilities:
To form part of the Carers Services Contact Team function to
provide information, advice, guidance and support with an outcome focus to
support carers referred to Sunderland carers centre for a statutory carers
assessment in a format which most appropriately meets their individual
needs.
To provide a first contact service to those contacting Sunderland
Carers Centre or Sunderland City Council via telephone, email, face to face or
via website enquiries requesting a statutory carers assessment and providing
the person with relevant and accurate information, advice, guidance and support
within the statutory assessment framework.
Provide a professional welcome to all customers and visitors,
presenting a positive impression of the organisation and Sunderland City
Council
To ensure that incoming telephone calls are answered in a
professional and timely manner and transferred, where appropriate, to the
relevant team member
To develop and co-ordinate a range of information, advice and
guidance resources in formats that
meet the needs of carers, professionals and wider communities.
To triage referrals for statutory assessments, providing
initial low-level assessment.
To manage the onward escalation of statutory carers assessment
referrals and/or support needs to the appropriate staff member to ensure a
smooth transition of services
Carry out the necessary administration for this role
accurately and within organisationally set standards including updating the
Customer Relationship Management (CRM) System (Charity Log and Liquid logic)
Input activity and outcome records to CRM system. Work to
achieve agreed carer outcomes, contract Key Performance Indicators and targets
as agreed with the organisations frameworks, commissioning contracts and
statutory carers assessment framework
Also
Working as part of the wider team to provide a range of
support options which includes support via telephone, e-mail and 1:1 meetings
plus support at a range of meetings both internally and externally.
To develop and maintain meaningful, effective on-going
relationships with other organisations and professionals to ensure that carers
have a range of accurate information, knowledge and opportunities available to
them.
To provide advocacy and enable self-advocacy on a one to one
and group basis to develop carers confidence, self-esteem and ability to
self-care.
To support carers to explore options relating to education,
training, volunteering and employment as they see appropriate.
To develop ways to support carers to share their experiences,
this may include developing and facilitating groups and events internally and
externally
To attend and/or support promotional events, training
opportunities or social activities for carers.
To work with the wider Carers Centre and Sunderland Adult
Carer Front Door teams and partners to identify and engage hard to reach
carers.
To support carers to have a life of their own along-side
their caring role
To represent Sunderland Carers Centre in order to promote and
encourage understanding and awareness of carers issues for example through the
delivery of agreed training programmes for carers, partners and the wider
community
To support the communication of National Legislation
regarding carers and how this affects carers.
To contribute to good practice and development of the
organisation including service evaluation
Work with and mentor designated volunteers with the support
of the Volunteer Co-ordinator
Work with and mentor students on placement within the
organisation
To support the development of written and verbal reports to the
Service Manager, Management Team, Chief Executive Officer and the Board
To participate in set supervisions and appraisals with line
manager
To adhere to all policies and procedures of the organisation
To observe strict confidentiality regarding information
obtained during the course of the role and maintain professional boundaries
To provide support and assistance, whilst carrying out any
other duties as and when required by the Management Team, Chief Executive
Officer and Board
Job description
Job responsibilities
Main Duties and Responsibilities:
To form part of the Carers Services Contact Team function to
provide information, advice, guidance and support with an outcome focus to
support carers referred to Sunderland carers centre for a statutory carers
assessment in a format which most appropriately meets their individual
needs.
To provide a first contact service to those contacting Sunderland
Carers Centre or Sunderland City Council via telephone, email, face to face or
via website enquiries requesting a statutory carers assessment and providing
the person with relevant and accurate information, advice, guidance and support
within the statutory assessment framework.
Provide a professional welcome to all customers and visitors,
presenting a positive impression of the organisation and Sunderland City
Council
To ensure that incoming telephone calls are answered in a
professional and timely manner and transferred, where appropriate, to the
relevant team member
To develop and co-ordinate a range of information, advice and
guidance resources in formats that
meet the needs of carers, professionals and wider communities.
To triage referrals for statutory assessments, providing
initial low-level assessment.
To manage the onward escalation of statutory carers assessment
referrals and/or support needs to the appropriate staff member to ensure a
smooth transition of services
Carry out the necessary administration for this role
accurately and within organisationally set standards including updating the
Customer Relationship Management (CRM) System (Charity Log and Liquid logic)
Input activity and outcome records to CRM system. Work to
achieve agreed carer outcomes, contract Key Performance Indicators and targets
as agreed with the organisations frameworks, commissioning contracts and
statutory carers assessment framework
Also
Working as part of the wider team to provide a range of
support options which includes support via telephone, e-mail and 1:1 meetings
plus support at a range of meetings both internally and externally.
To develop and maintain meaningful, effective on-going
relationships with other organisations and professionals to ensure that carers
have a range of accurate information, knowledge and opportunities available to
them.
To provide advocacy and enable self-advocacy on a one to one
and group basis to develop carers confidence, self-esteem and ability to
self-care.
To support carers to explore options relating to education,
training, volunteering and employment as they see appropriate.
To develop ways to support carers to share their experiences,
this may include developing and facilitating groups and events internally and
externally
To attend and/or support promotional events, training
opportunities or social activities for carers.
To work with the wider Carers Centre and Sunderland Adult
Carer Front Door teams and partners to identify and engage hard to reach
carers.
To support carers to have a life of their own along-side
their caring role
To represent Sunderland Carers Centre in order to promote and
encourage understanding and awareness of carers issues for example through the
delivery of agreed training programmes for carers, partners and the wider
community
To support the communication of National Legislation
regarding carers and how this affects carers.
To contribute to good practice and development of the
organisation including service evaluation
Work with and mentor designated volunteers with the support
of the Volunteer Co-ordinator
Work with and mentor students on placement within the
organisation
To support the development of written and verbal reports to the
Service Manager, Management Team, Chief Executive Officer and the Board
To participate in set supervisions and appraisals with line
manager
To adhere to all policies and procedures of the organisation
To observe strict confidentiality regarding information
obtained during the course of the role and maintain professional boundaries
To provide support and assistance, whilst carrying out any
other duties as and when required by the Management Team, Chief Executive
Officer and Board
Person Specification
Qualifications
Essential
- Excellent standard of English and Maths
- IT Literate
- Current or recent experience of providing customer related services.
- Experience in providing frontline information, advice and guidance
- Experience of managing conflict resolution
- Experience of partnership working building excellent relationships with a wide range of professionals and families
- Excellent customer service, communication and interpersonal skills
- Ability to use basic Microsoft Office packages
- Clear knowledge and understanding of issues that affect carers and their families
- Motivated to deliver positive change for carers
- Ability to be resourceful and seek out information, suggestions and possible solutions for carers in a challenging environment
- Ability to work with complexity
- Ability to value and support team and multi-agency working
- Commitment to the values of Sunderland Carers Centre
- Commitment to detail, ensuring all work is accurate, concise and comprehensible
- Commitment to equality and diversity
- Respectful of working within professional boundaries
- Willing to work in cooperation with team members
- Willing to work flexibly within the organisation
- Ability to work evenings and weekends
- A willingness and ability to undertake further training to understand the complexities of both adult and childrens social care, education and health legislation
Desirable
- Have undertaken within the past year, Continued Professional Development qualifications and/or training(please evidence within application)
- Experience of engagement and support of families
- Understanding of the safeguarding process for adults and children
- Experience of community development work within a voluntary or community sector
- Knowledge of the legislation surrounding carers, for example Children and Families Act 2014 and Care Act 2014
- Experience of facilitating learning opportunities
- Experience of managing a complex case load, one to one and group support
- Experience of using an electronic data base system
- Skills and ability to facilitate group learning opportunities and peer support groups
- Excellent Advocacy Skills and ability to support carers in a range of situations
- Full Driving Licence and Access to the use of a car (business insurance required)
Person Specification
Qualifications
Essential
- Excellent standard of English and Maths
- IT Literate
- Current or recent experience of providing customer related services.
- Experience in providing frontline information, advice and guidance
- Experience of managing conflict resolution
- Experience of partnership working building excellent relationships with a wide range of professionals and families
- Excellent customer service, communication and interpersonal skills
- Ability to use basic Microsoft Office packages
- Clear knowledge and understanding of issues that affect carers and their families
- Motivated to deliver positive change for carers
- Ability to be resourceful and seek out information, suggestions and possible solutions for carers in a challenging environment
- Ability to work with complexity
- Ability to value and support team and multi-agency working
- Commitment to the values of Sunderland Carers Centre
- Commitment to detail, ensuring all work is accurate, concise and comprehensible
- Commitment to equality and diversity
- Respectful of working within professional boundaries
- Willing to work in cooperation with team members
- Willing to work flexibly within the organisation
- Ability to work evenings and weekends
- A willingness and ability to undertake further training to understand the complexities of both adult and childrens social care, education and health legislation
Desirable
- Have undertaken within the past year, Continued Professional Development qualifications and/or training(please evidence within application)
- Experience of engagement and support of families
- Understanding of the safeguarding process for adults and children
- Experience of community development work within a voluntary or community sector
- Knowledge of the legislation surrounding carers, for example Children and Families Act 2014 and Care Act 2014
- Experience of facilitating learning opportunities
- Experience of managing a complex case load, one to one and group support
- Experience of using an electronic data base system
- Skills and ability to facilitate group learning opportunities and peer support groups
- Excellent Advocacy Skills and ability to support carers in a range of situations
- Full Driving Licence and Access to the use of a car (business insurance required)
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
