Telecare Support Officer

Telecare Support Officer
Hillingdon
18/hr
Start date: ASAP
Telecare Support and Install Officer - Analogue to digital project FT - 3 to 6 months contract
Shift: Monday to Friday Working hours: 36 hours per week Hillingdon is recruiting 1 Telecare Support Officer to support the digital upgrade Programme. This role requires direct contact with service users, their next of kin, carers, other professional and agencies. Hillingdon provides a Telecare service to over 7000 residents.
The service uses Telecare (pendants and other technology) to enable our elderly and vulnerable residents to live independently and at home for longer, preventing the need for more intensive care and support services as well as reducing hospital admissions, for example, due to falls. The Telecare Support Officer will be responsible for installation of Telecare, supporting clients in the migration of their analogue phone line to a digital connection, carrying out client reviews and survey over the phone and scheduling appointments for equipment replacement.
About You: We are seeking people who: Have an understanding and interest in Telecare technology. Experience of call handling platform, ideally Answerlink platform (Jontek) Enjoy working with people who are older or who have complex health needs Can demonstrate excellent written and verbal communication skills Experience of keeping detailed records and notes including databases Good organisational skills, be able to prioritise work and work under pressure
Job role
Support Hillingdon call centre in the migration of analogue to digital TEC equipment
Carrying out telephone surveys and responds to enquiries and follow through queries with appropriate course of action
Prioritise and log all call activities (call reason and call action) and update the Telecare call handling system (Jontek answerlink)
Contact service user / carers by telephone and carry out telephone surveys and reviews and book an appointment to visit the person at home.
Ensure follow up are completed effectively and timely.
Update adult social care IT systems accurately and in a timely manner.
Work flexibly at times to ensure that changing priorities are met
Be the lead Customer Services for all query pertaining to the digital upgrade of the telecare equipment.
Work closely with Hillingdon call centre and the provider of the call response service
Work in partnership and close liaison with other health, social care and voluntary sector partners as required.
Attend meetings as and when required. Essential Criteria
Good level of general education to GCSE or similar
Experience in Telecare installation, assessment or call handling
Demonstrable Knowledge and practice of good customer care skills - particularly over the telephone
Experience (personal, paid or voluntary) of working with disabled adults and older people. Excellent interpersonal skills
Good communication, listening skills on the telephone
Ability to prioritise and categorise based on information provided and using sound judgement
Effective organisation and time management skills
Ability to complete and use spreadsheets (Excel) and other IT based reports
Ability to prioritise your work and use own initiative
Positive attitude Flexibility & responsiveness Desirable criteria
Clean driving licence