Job summary
The Early Response Assistant provides a responsive first contact for carers to assess their need and guide them to receive appropriate support. To assist with utilising resources effectively to meet carer outcomes based on data.
You will work with the first response team to provide a consistent and responsive service including, but not limited to, answering incoming calls and responding to live chat enquiries You'll be the first point of contact for carers when they phone or walk into the office. Ensure that individual carer support is available at the Bedford office to walk in visitors or distressed callers. Advising carers in the first instance and referring for further support if necessary.
You'll be a real people person and have experience of giving advice and working with vulnerable people.
This role is full time or nearly full time at 28-35 hours/week.
Main duties of the job
-
To be the first point of contact for carers
when they phone or walk into the office. Ensure that individual carer support
is available at the Bedford office to walk in visitors or distressed callers.
Advise carers in the first instance and refer for further support if necessary.
-
Work with the first response team to provide a
consistent and responsive service including but not limited to: answering
incoming calls; responding to live chat enquiries.
-
Ensure all incoming enquiries are handled
sensitively and professionally. Providing emotional support, information and
advice.
-
Assist to maintain and establish quality
support for all carers.
-
Triage carers according to their need.
And much more - see job description.
About us
We are a strong and well-respected local charity with an ambitious plan to expand so that we can do more for carers. Our staff are our most precious resource. We know all our staff and volunteers make a difference in carers lives, whether they support someone caring for another adult in the family, a parent caring for a child with additional needs or a child who has caring responsibilities.
Our working culture is inclusive, friendly and collaborative with a strong focus on flexibility and an embedded can-do approach. Your skills and passion for our cause will make a direct difference to carers.
Job description
Job responsibilities
Duties and responsibilities:
-
To be the first point of contact for carers
when they phone or walk into the office. Ensure that individual carer support
is available at the Bedford office to walk in visitors or distressed callers.
Advise carers in the first instance and refer for further support if necessary.
-
Work with the first response team to provide a
consistent and responsive service including but not limited to: answering
incoming calls; responding to live chat enquiries.
-
Ensure all incoming enquiries are handled
sensitively and professionally. Providing emotional support, information and
advice.
-
Assist to maintain and establish quality
support for all carers.
-
Triage carers according to their need.
-
Assist Early Response Coordinator to refer
carers to internal and external support according to their carers wheel scores.
-
Work within our
support worker protocol to ensure ongoing support where appropriate and to
identify the appropriate level of need for all carers.
-
Work with the
team to provide support to volunteers working in an Early Response role, this
may include assisting with training.
-
Support with
administrative, support and training duties for dementia befriending
volunteers.
-
Be aware of local
Safeguarding Board practice; engage in relevant training and apply appropriate safeguarding practice
-
Keep up to date
with changes in legislation and local services which may affect the lives of
carers and/or impact our service
-
Keep orderly and
confidential online records of all work completed and ongoing for individual
carers.
Other responsibilities:
- Ensure personal
information is collected, stored, and managed appropriately within
confidentiality and data protection requirements.
-
Ensure central
information systems are up-to-date including shared and personal calendars.
-
Adhere to Carers
in Bedfordshires standards, policies and procedures.
-
Monitor and maintain a safe and secure working
environment at all times.
-
Participate in
training and other organisational briefings and activities and maintain an up-to-date
knowledge of carers needs and Carers in Bedfordshires services.
-
Attend regular
supervision sessions and staff/team meetings.
-
Undertake such
personal training as may be required to keep up to date and fulfil professional
requirements.
-
Have a
collaborative and flexible approach to work.
-
Some evening and
weekend working may be expected as part of your normal designated hours, and
occasional nights away from home may be required.
-
Represent Carers
in Bedfordshire and act as a local ambassador for carers.
-
Support outreach
and awareness raising work, for example in Carers Week.
Additional Duties:
This
job description is not exhaustive and services to highlight the main requirements
of the post holder. It is the very nature of the work that tasks and
responsibilities are, in many circumstances, unpredictable and varied. All
employees are therefore required to work in a flexible way when the occasion
arises, so that tasks which are not specifically covered by your job
description are undertaken. These additional duties will normally be to cover
unforeseen circumstances or changes in work and will usually be compatible with
your regular type of work.
Responsibility:
You will be responsible to your line manager and,
ultimately, to the Board of Directors.
Job description
Job responsibilities
Duties and responsibilities:
-
To be the first point of contact for carers
when they phone or walk into the office. Ensure that individual carer support
is available at the Bedford office to walk in visitors or distressed callers.
Advise carers in the first instance and refer for further support if necessary.
-
Work with the first response team to provide a
consistent and responsive service including but not limited to: answering
incoming calls; responding to live chat enquiries.
-
Ensure all incoming enquiries are handled
sensitively and professionally. Providing emotional support, information and
advice.
-
Assist to maintain and establish quality
support for all carers.
-
Triage carers according to their need.
-
Assist Early Response Coordinator to refer
carers to internal and external support according to their carers wheel scores.
-
Work within our
support worker protocol to ensure ongoing support where appropriate and to
identify the appropriate level of need for all carers.
-
Work with the
team to provide support to volunteers working in an Early Response role, this
may include assisting with training.
-
Support with
administrative, support and training duties for dementia befriending
volunteers.
-
Be aware of local
Safeguarding Board practice; engage in relevant training and apply appropriate safeguarding practice
-
Keep up to date
with changes in legislation and local services which may affect the lives of
carers and/or impact our service
-
Keep orderly and
confidential online records of all work completed and ongoing for individual
carers.
Other responsibilities:
- Ensure personal
information is collected, stored, and managed appropriately within
confidentiality and data protection requirements.
-
Ensure central
information systems are up-to-date including shared and personal calendars.
-
Adhere to Carers
in Bedfordshires standards, policies and procedures.
-
Monitor and maintain a safe and secure working
environment at all times.
-
Participate in
training and other organisational briefings and activities and maintain an up-to-date
knowledge of carers needs and Carers in Bedfordshires services.
-
Attend regular
supervision sessions and staff/team meetings.
-
Undertake such
personal training as may be required to keep up to date and fulfil professional
requirements.
-
Have a
collaborative and flexible approach to work.
-
Some evening and
weekend working may be expected as part of your normal designated hours, and
occasional nights away from home may be required.
-
Represent Carers
in Bedfordshire and act as a local ambassador for carers.
-
Support outreach
and awareness raising work, for example in Carers Week.
Additional Duties:
This
job description is not exhaustive and services to highlight the main requirements
of the post holder. It is the very nature of the work that tasks and
responsibilities are, in many circumstances, unpredictable and varied. All
employees are therefore required to work in a flexible way when the occasion
arises, so that tasks which are not specifically covered by your job
description are undertaken. These additional duties will normally be to cover
unforeseen circumstances or changes in work and will usually be compatible with
your regular type of work.
Responsibility:
You will be responsible to your line manager and,
ultimately, to the Board of Directors.
Person Specification
Skills, Abilities and Qualities
Essential
- Effective communication and coaching skills
- Effective and sensitive communication and advocacy skills in writing and verbally, to clients, stakeholders and colleagues
- Aptitude in finding creative solutions to complex problems
- Ability to work without constant supervision
- The skills and resilience occasionally to cope with distressing situations.
- Effective time management and prioritising skills
- Demonstrates client focus
- Effective in collecting and sharing data
- A commitment to equal opportunities and a sensitivity to the needs of carers of all ages and families from diverse backgrounds
- Willingness to adapt practice continually in response to experience
- Good general health
- Proven reliability, friendliness, enthusiasm, professional demeanour and sense of humour
Desirable
- A current first aid certificate
- Full clean driving license and access to a car with business insurance
Experience
Essential
- Experience in an advice, information or support role in a voluntary, social work, health or similar setting
- Experience of working with vulnerable people
- Understanding of and sensitivity to the needs and difficulties faced by carers and families affected by a caring role
- Knowledge of the legal implications of working with vulnerable people including confidentiality, safeguarding of children and vulnerable people, health and safety and data protection
- Experience of working with volunteers and their role in delivering services
- Experience of an outcomes approach to measuring performance
- Experience of collaborative/multi-agency working to achieve common goals
- Advanced competence with Microsoft Office systems to manage daily activity
- Experience using client database
- Digitally competent
Desirable
- Experience working in a commissioned not-for-profit environment
- Familiarity with Carers Assessments, Carers Rights, and relevant legislation pertaining to Carers issues
- Familiarity with Carers Rights and relevant legislation pertaining to Carers issues
- Experience working with people from diverse and/or difficult backgrounds
Qualifications
Essential
- Educational qualifications to A level or equivalent level or equivalent professional experience in social care, health, family work, or a related field
- G.C.S.E or equivalent English Language and Mathematics
Desirable
- Degree level or higher level qualification in a relevant subject
Person Specification
Skills, Abilities and Qualities
Essential
- Effective communication and coaching skills
- Effective and sensitive communication and advocacy skills in writing and verbally, to clients, stakeholders and colleagues
- Aptitude in finding creative solutions to complex problems
- Ability to work without constant supervision
- The skills and resilience occasionally to cope with distressing situations.
- Effective time management and prioritising skills
- Demonstrates client focus
- Effective in collecting and sharing data
- A commitment to equal opportunities and a sensitivity to the needs of carers of all ages and families from diverse backgrounds
- Willingness to adapt practice continually in response to experience
- Good general health
- Proven reliability, friendliness, enthusiasm, professional demeanour and sense of humour
Desirable
- A current first aid certificate
- Full clean driving license and access to a car with business insurance
Experience
Essential
- Experience in an advice, information or support role in a voluntary, social work, health or similar setting
- Experience of working with vulnerable people
- Understanding of and sensitivity to the needs and difficulties faced by carers and families affected by a caring role
- Knowledge of the legal implications of working with vulnerable people including confidentiality, safeguarding of children and vulnerable people, health and safety and data protection
- Experience of working with volunteers and their role in delivering services
- Experience of an outcomes approach to measuring performance
- Experience of collaborative/multi-agency working to achieve common goals
- Advanced competence with Microsoft Office systems to manage daily activity
- Experience using client database
- Digitally competent
Desirable
- Experience working in a commissioned not-for-profit environment
- Familiarity with Carers Assessments, Carers Rights, and relevant legislation pertaining to Carers issues
- Familiarity with Carers Rights and relevant legislation pertaining to Carers issues
- Experience working with people from diverse and/or difficult backgrounds
Qualifications
Essential
- Educational qualifications to A level or equivalent level or equivalent professional experience in social care, health, family work, or a related field
- G.C.S.E or equivalent English Language and Mathematics
Desirable
- Degree level or higher level qualification in a relevant subject
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.
