Duty Facilitator

Duty Facilitator

Permanent, Full Time

£23,456 to £29,933 per annum

Location: Countywide

Working Style: Anywhere worker

Essex County Council (ECC) is one of the largest and most dynamic local authorities in the UK, serving a population of 2 million residents, and has a very successful track record of delivering transformational change. ECC anticipated change was needed in the public sector and has worked to deliver better quality at lower cost. We have an ambitious transformation agenda - one with the scope to reach every part of the council.

We are changing the way we think, the way we work, and the ways in which we deliver our services. We are committed to becoming a place where individuals, partners and communities feel proud to play their role and genuinely want to belong. We're immensely proud of our flexible working options.

The Role:

The Duty Facilitator is the first point of contact for all adult customers known to ECC; we are contacted by adults, carers, agencies, health and other professionals by phone or email. The Duty Facilitator provides information and advice, resolves queries, connects to partner organisations and universal services and where appropriate carries out assessments or reviews and commissions packages of care within the home or residential respite.

You may facilitate and support Adults to undertake supported self-assessments and reviews to identify needs and outcomes, considering current support systems whilst identifying potential risks in relation to the mental capacity act, continuing health care and safeguarding.

Key Accountabilities:

• Provide clear, concise and timely advice and information to meet customer expectations via telephone and other communication channels using specialist knowledge and judgement on Adult and Carer services.
• Understand the nature of customer's enquiries and seek to resolve them at first point of contact, ensuring that all information provided to customers is accurately sourced from the appropriate information systems.
• Always seek a positive outcome, diffusing difficult situations, negotiating and handling objections in a diplomatic and tactful way to achieve the best possible customer experience.
• Escalate calls where appropriate to the Early Intervention Service within Adult Operations.
• Ensure that all recorded customer information is concise, accurate and appropriate to the enquiry, in line Data Protection and agreed policy and procedure.
• To liaise with statutory and non-statutory/voluntary agencies to achieve an achievable and agreed support plan, as is considered appropriate.
• To refer, liaise, consult and work effectively with other professionals e.g. Social Care Staff, Essex Equipment Service, Health Care
• Professionals, District Councils, Housing Teams and Contractors in order to identify and meet service user / carers needs. In integrated teams, to positively contribute to the achievement of joint working practices.
• Provide written reports and support plans in line with current social care systems to represent service user / carer's needs and aspirations and to present ideas and solutions to meet those identified needs.
• To hold a caseload appropriate to commensurate to post holders expertise and personal development.
• To ensure a high level of data quality for all information recorded, ensuring that the information is timely, accurate and complete.
• Consistently and accurately work to duty processes and, where appropriate suggesting areas of potential improvement.
• The duties of this post may be changed and/or varied to meet changing circumstances at the discretion of the post holder's line manager. As a term of your employment you may be required to undertake such other duties and/or times of work as may reasonably be required of you, commensurate with your grade or general level of responsibility within the organisation.

Knowledge, Skills and Experience:

• Good general level of education, including English and Mathematics at GCSE grade A-C, or demonstrably of equivalent abilities
• Knowledge of Social Care service group functions ideally having worked in a social care team or similar setting
• Specialist knowledge in Social Care to be able to handle calls involved Vulnerable Adults and undertake assessments
• Working knowledge of Microsoft Outlook, Excel and Internet
• Working in a setting with direct customer contact, giving information and advice to customers
• Ability to communicate effectively, demonstrating empathy, listening and questioning skills to a very high level
• Good standard of written communication
• Experience of accessing electronic information sources
• Ability to develop effective working relationships both within the team, the directorate, and where appropriate, other directorates and external organisations
• Accurate key-board skills
• Knowledge of Data Protection legislation
• Knowledge of Freedom of Information legislation

To read more about us please visit: Adult Social Care

Why Essex? Essex County Council has a location to be proud of. Our 1,300 square miles stretch from Constable Country to the Thames Estuary, from the dynamic M11 corridor to the traditional seaside resorts of Clacton and Walton. England's oldest town, Colchester, and two of its newest - Basildon and Harlow - are right here. Along with the City of Chelmsford, the county town, they form our major population centres. It means real choice and makes Essex the ideal place for your career. Read more about us.

Essex County Council is proud to be a Disability Confident Leader. We're committed to interview all disabled applicants who choose to apply under our Job Interview Scheme if they meet the minimum requirements of the job. Please speak to our Recruiters if you require any reasonable adjustments during the process.

We're also committed to interview all veterans and care leavers, who meet the minimum requirements of the role for which they are applying.

What you should do next

If you are interested in finding out more about this role, we would love to hear from you. Please apply via the Working for Essex website..

As part of employment with Essex County Council (ECC) should your role require a DBS check you will be required to register with the DBS update service. The DBS update service ensures all registered DBS certificates are kept up to date and allows authorised parties to view the status of your certificate. This is an annual subscription, and you will be responsible for ensuring this is maintained. For further information on the DBS update service please go to https://www.gov.uk/dbs-update-service

Essex County Council is committed to safeguarding and promoting the welfare of children and vulnerable adults, and expects all employees and volunteers to share this commitment.

If you would like to be kept up to date on other relevant opportunities, blogs, news, events and industry related news at Essex County Council, please join The Essex Talent Community

If you have queries on this role or require anything further, please email resourcing.team@essex.gov.uk

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