Integrated Advice Officer

Job description

Job responsibilities

JOB PURPOSE

Deliver a professional front line customer service for Adult Social Care.

Undertake first level screening over the telephone and respond to other electronic referrals into the North East Lincolnshire Adult Social Care service.

Provide a comprehensive advice and information service to the general public, other professionals and stakeholders.

Maintain accurate and comprehensive records (SystmOne).

PRINCIPAL DUTIES & REPONSIBILITES

To provide a professional front line service to clients, their carers, members of the public, other professional colleagues and all other stakeholders who make contact with Adult Social Care. This may be in a variety of different locations and will sometimes be on a lone working basis and at other times as part of a team.

To complete screening and risk assessments on the telephone. Where appropriate, divert or signpost callers or resolve presenting needs autonomously.

To provide advice, information and guidance to the general public, other professionals and a range of stakeholders and to take responsibility for ensuring that all information provided is, at all times, accurate and up to date

Undertake proportionate assessments which will include identifying risk factors to inform speed / urgency / priority levels of onward referrals. The need may arise for undertaking small adjustments to support packages for service users and carers.

Understanding and implementing, accurately, the Care Act 2014, Care and Support Eligibility criteria.

To take responsibility for researching, developing and maintaining an extensive knowledge of the services provided by focus and other partner agencies to ensure the best possible service is provided for clients and other callers.

Responsible for instigating the Missing Persons Policy in respect of lone workers, if appropriate.

Update and maintain IT systems such as client and staff databases and electronic rota management systems where changes are required.

Undertake data quality tasks as directed Identify and alert safeguarding issues relating to adults and children, and divert the call appropriately according to policy and procedure.

Participate in establishing formal and informal links with appropriate staff, statutory, voluntary and community bodies in accordance with agreed policy.

Collate and produce accurate legible information / records / reports / information when required.

Responsible for receiving and directing calls from health and social care professionals and the general public.

To exercise initiative and judgement seeking support from their supervisor when required to perform beyond the remit of their role.

Provide advice and information to callers, ensuring that this is accurate, consistent, up to date and complete.

Overcome barriers to communication on a daily basis, such as a second language, sensory impairment, behavioural difficulties and cognitive deficits using negotiation skills, prompts, encouragement, reassurance and motivational techniques.

To use tact, sensitivity, reassurance and empathy with callers and service users who may be distressed, annoyed or who may have legitimate complaints which can often be time consuming.

To use listening, persuasive, and solution focused skills on a daily basis to assist and motivate the caller to find a resolution to their presenting issues through signposting, information and advice, or facilitating access to further assessment and service provision; negotiation skills will be required to ensure that the selected care pathway is adequate in meeting identified needs, whilst being cost effective.

TRAINING

Contribute to the induction and training of new members of staff, including apprentices and people on work placement schemes.

Undertake health promotion activities, taking instruction and guidance from Line Management.

Actively participate in own regular supervision and using reflection and analysis to inform practice.

Responsible for reporting instances of failure to comply with policies and procedures, issues of capability and / or issues of a disciplinary nature to the Spa Manager / Social work manager

Responsible for developing an extensive knowledge of SystmOne and other essential IT applications including relevant input processes ensuring they are correctly maintained and updated.

Work independently and use initiative to deal with a variety of queries in a confidential and sensitive manner.

Attend / participate in meetings and events as required.

To recognise and offer peer support to promote team working.

To review and reflect on practice and performance through effective use of the supervision process.

Support colleagues, peers and managers in achieving team objectives.

Identify opportunities for improvement by suggesting changes to services, through formal and informal supervision, which may require you to contribute to creating systems which improve the efficiency and productivity of the service.

NB: This job description gives only the principal duties and responsibilities of the post and, therefore, the post holder will be required to undertake various other duties which are implicit in the principal duties. Focus have the right to modify the Job Description (in accordance with the grade of the post) and modifications will be by mutual consent wherever possible.

Person Specification

Qualifications

Essential

• NVQ Level 3 in Customer Care or Health and Social Care or equivalent or willingness to work towards.
• Evidence of a sound educational background including Maths and English to GCSE (A-C grades) standard or equivalent.

Desirable

• NVQ Level 4 in Customer Care or Health and Social Care or equivalent
• Recognised IT or word processing qualification, e.g. OCR/RSA II Word Processing; CLAIT, ECDL or equivalent

Skills/Abilities

Essential

• Ability to maintain accurate and legible records using written communication & IT skills
• High levels of IT skill with meticulous attention to detail
• Ability to use own initiative and apply independent judgement within the parameters set for the post.
• Effective interpersonal / communication skills which can be used to build and maintain networks with colleagues/partner organisations/ client and their carers.
• Ability to receive complex and varied information and to determine the correct course of action.
• Ability to remain calm and professional during potentially distressing and / or difficult conversations and situations using tact and diplomacy and know when to seek support / guidance.
• Ability to respond with empathy and sensitivity to people who have a range of needs.
• A high level of personal organisational ability to manage a workload, achieve targets, meet deadlines and apply a flexible approach in order to respond to customer and business needs and/or changing priorities.
• Self motivated with an ability to provide support and motivation as a team member to colleagues.

Desirable

• An ability to deal with potential conflict situations in a rational, calm and professional manner using a range of appropriate skills

Experience

Essential

• Previous experience of working successfully in a front line customer care or health and social care environment.
• Experience of competently using a range of IT packages
• Experience of communicating with a range of people using varied media.

Desirable

• Experience of dealing with/resolving complaints
• Experience of working within a confidential environment and/or handling sensitive or personal information.

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.

Employer details

Employer name

Focus Independent Adult Social Work

Address

Focus Independent Adult Social Work

Heritage House

Fishermans Wharf

Grimsby

North East Lincolnshire

DN31 1SY

Employer's website

https://www.focusadultsocialwork.co.uk/ (Opens in a new tab)