Job summary
Carer Information, Advice and Guidance Co-Ordinator
21 hours per
week: £20,820.80 (pro rata) Over a minimum of three days per week
(Flexible working
arrangements will be considered for the right candidate)
25 days holiday
per year (pro rata)
3 Year Contract
(Subject to continuation funding)
Sunderland Carers Centre provides information, advice and support to unpaid
carers.
We 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 young carer 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 young 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.
For a full job description please click here or telephone
Alison Smith or our contact team on 0191 549 3768 to have a job description and
application pack posted to you
For an online application for this post please click here.
For an informal discussion or further information about the post
please contact Chris Ranson, Young Carer and Engagement Manager on 0191 549
3768
Main duties of the job
The Carer Information, Advice and Guidance Co-ordinator will be initially
responsible to the Young Carer and Engagement Manager at Sunderland Carers Centre.
Emphasis will be placed on the development of a whole family approach to engage young
carers and their families in services which are appropriate to identified needs.
The Carer Information, Advice and Guidance Facilitator will act within the Carer Contact Team
but work closely alongside the Young Carer Team to co-ordinate referrals and prioritise
activity required to support carers and their families. The post holder will provide accurate
and appropriate information, advice and guidance to carers.
About us
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.
As an employee of Sunderland Carers Centre 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.
Job description
Job 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 in a format which most
appropriately meets their individual needs.
To provide a first contact service to those contacting Sunderland Carers Centre via telephone,
email, face to face or via website enquiries and providing the person with relevant and
accurate information, advice , guidance and support.
Provide a professional welcome to all customers and visitors, presenting a positive impression
of the organisation
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 manage the onward escalation of carers enquiries 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)
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 and commissioning contracts
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 team 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 Young carer and
Engagement 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
To form part of the Carers Services Contact Team function to provide information, advice,
guidance and support with an outcome focus to support carers in a format which most
appropriately meets their individual needs.
To provide a first contact service to those contacting Sunderland Carers Centre via telephone,
email, face to face or via website enquiries and providing the person with relevant and
accurate information, advice , guidance and support.
Provide a professional welcome to all customers and visitors, presenting a positive impression
of the organisation
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 manage the onward escalation of carers enquiries 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)
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 and commissioning contracts
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 team 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 Young carer and
Engagement 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
Desirable
- Have undertaken within the past year, Continued Professional Development qualifications and/or training(please evidence within
- application)
Personal Attributes
Essential
- 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
- Full Driving Licence and Access to the use of a car (business
- insurance required)
Skills, Knowledge and Abilities
Essential
- 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.
Desirable
- 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.
Experience
Essential
- 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.
Desirable
- 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.
Person Specification
Qualifications
Essential
- Excellent standard of English and Maths
- IT Literate
Desirable
- Have undertaken within the past year, Continued Professional Development qualifications and/or training(please evidence within
- application)
Personal Attributes
Essential
- 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
- Full Driving Licence and Access to the use of a car (business
- insurance required)
Skills, Knowledge and Abilities
Essential
- 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.
Desirable
- 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.
Experience
Essential
- 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.
Desirable
- 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.
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.
