Mash Duty Support Officer

MASH Duty Support Officer
Barnet
19/hr
Start date: ASAP
Purpose of Job:
- To act as first point of contact for members of the public and professionals making a referral to the MASH
- To refer clients who do not need a social work service on to other services as appropriate
- To search relevant data bases for information & open a Contact on the ICS / eCAF system as required
- To work collaboratively with all members of the MASH, MAST & DATS Teams
- To provide administrative support to MASH team
2. Key accountabilities/duties/responsibilities:
- Respond to telephone, electronic and written enquiries for a service, from both members of the public and other agencies
- Undertake preliminary interviews with callers to establish the nature of the request for a service
- Provide advice and information or redirect to other services, as appropriate
- Provide on-going support to the MASH team
- Respond to requests & enquiries in accordance with the MASH internal protocol document or as directed by the MASH manager /deputy
- Build knowledge around relevant legislation such as immigration and housing
- Alert the MASH social worker/ manager immediately to any area of concern
- To work effectively as a team member, taking responsibility for constantly trying to improve the performance of the MASH service
- Deal with incoming enquiries in a polite and professional manner, routing calls as necessary. Take detailed accurate messages and follow up on urgent messages.
- Compile, update and maintain information and advice on local agencies, voluntary groups and other council services
Knowledge, training and experience
- Experience of working in an office environment
- Experience of dealing with complex and sensitive issues over the telephone
- Experience of working with confidential material & data protection
- Experience of using databases for creating and updating client records
- Ability to assess client needs based on information given, identify risk factors and refer on to
- MASH Social Workers or appropriate internal/external agencies
- Ability to use a variety of Microsoft Office packages (Excel, Word, Outlook)
- Ability to maintain accurate computer records, including knowledge of client databases and their use
- Ability to prioritise work and to work on own initiative in a methodical way
- Ability to work as a member of a team
- Knowledge of Local Government Services
- Awareness of Children Act & DOH guidance, Working Together to Safeguard Children
- Knowledge of Data Protection Act
- Understanding of and commitment to equal opportunities