Call Handler Responder

Belmont Recruitment are currently looking for an experienced candidate to work with a Derby-based Local Authority as a Call Handler Responder on a temporary assignment. This is a full-time role working 37 hours per week (Mon Sun). The role offers various shift patterns including 07:00 to 15:00, 15:00 to 23:00 and 23:00 - 07:00.

Main Duties:

• To provide a professional call handling service by dealing sensitively with a diverse customer base and by maintaining confidentiality at all times, responding and prioritising emergency telecare calls by assessing the reason for the call, its urgency and to take prompt and appropriate action in accordance with procedures and instructions.
• To be responsible for maintaining and regularly updating both manual and computerised client information systems, recording customer incidents and recording the nature of all calls received and all initiated actions accurately.
• To accurately record and input details on the call handling system for each service user of all scheduled visits and actions taken by the Telecare Support Officer
• To respond to calls out of hours, for Derby Homes repairs service, Design and Property services, Home First Support Workers, Careline and any other council services that Carelink provide a service for, taking the appropriate action passing on requests to the appropriate contactor, council department or council officer, in accordance with instructions given.
• To take follow up action in respect of calls received, liaising with service users and their representatives, medical professionals, emergency services and other appropriate staff across adult social care and housing associations.
• Initiate action by contacting appropriate agencies, relatives and emergency services as required.
• To recognise and identify the general care needs of service users and, when appropriate, make referrals to appropriate partner agencies including voluntary and statutory agencies.
• Complete electronic referral forms by data input into computerised systems including Liquid logic and other related systems
• To undertake paper based mental capacity assessment questionnaires to determine if the individual customers are able to make their own informed choices
• To provide an emergency response service to service users who have fallen or need help to mobilise. Safely lifting uninjured fallers using the specialised lifting equipment.
• To ensure all customer paperwork and contracts are processed in line with set procedures
• Ensure confidentiality of customer information within GDPR and any other relevant legislation and guidelines.

Essential Criteria:

• UK Driver's licence with access to own vehicle
• Previous experience in a call centre environment
• Previous experience of working with the NHS/Local Authority or within another public sector organisation
• Previous experience of working with individuals with additional needs
• Enhanced DBS certificate

If this role is of interest to you, please apply with your updated CV or contact Leah at Belmont Recruitment.