Carephone Officer - Internal

Internally restricted job. To apply for this role you must be an employee of Kirklees Council for the duration of the recruitment process – up to and including the start date – and have successfully completed your probationary period. Please note that if you work for an Academy you are not an employee of the Council.

The council supports people with social care needs to remain independent in their own homes by using telecare technology to provide access to assistance or reassurance 24 hours per day, 365 days per year. As a Carephone Officer you will be a member of a team providing support to some of the most vulnerable members of the community by ensuring that help is available when it is needed.

We need our employees to be driven to achieve the best, to be hardworking, respectful and thoughtful to each other and our customers and to be creative, wherever they work in this fast paced team.

You will be focused upon ensuring that you make a difference to the lives of people by offering the highest possible quality care and support. Through the passion that you bring to your role you will help to reduce the effects of isolation, learning or physical disability or age related illness that people in Kirklees experience on a daily basis. You will be flexible in your approach recognising that the needs of people who rely on the service should always be at the forefront of your thinking.

Our customers are varied but you will need to support the achievement of customer focused services, highlighting any problems. You will understand the importance of being a positive representative of the council; your interaction with members of the public and colleagues must reflect this.

Your duties and responsibilities will include:
Operating the Carephone system.
Answering calls received at the control centre and taking action as appropriate to maintain customers safety at home or arrange urgent support.
You will learn how to programme equipment remotely and may also visit service user homes to install and maintain equipment.
You will also complete administration duties to ensure records are up-to-date and actions are followed through.

Requirements for this job:

• Experience of responding to customer enquiries using the telephone.
• Awareness of equality issues and their impact on service delivery.
• Ability to demonstrate literacy and numeracy skills to produce reports, management information and keep accurate records on computerised systems.
• Ability to deal with vulnerable clients in a sensitive and calm manner.
• A flexible approach to working arrangements such as short notice shift cover.

You will work on a rota basis between 7am and 10pm including weekends and Public Holidays. There may be an occasional need to be available to work night shifts.

Appointment will be made at Grade 6, appointment to Grade 7 will be subject to an assessment.

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