CARER SUPPORT WILTSHIRE

Job Description

Job TitleReferrals Duty Worker

Accountable toSupport Services Team Leader

Responsible forNone

Geographical AreaWiltshire,flexibly based atSemington Carers Centre/ Salisbury Carers Centre

Hours of Work18.5 hours per week with the flexibility of some weekend/evening working

GradeAllied to NJC scale Grade five, scale point 24 – 27 £21,530 – £23,698, pro rata

ContractTo 31/03/2016 with the possibility of extension to 31/03/2017

Purpose of the Post

To register, assess, provide information, triage and allocate / prioritise further casework (if required) for Carers contacting Carer Support Wiltshire.

Key duties and responsibilities:

The post holder will:

  • Respond to all those contacting CSW to make referrals or re-referrals, either answering telephone calls as they come in, or telephoning carers in response to messages received.
  • During the initial phone contact with the carer, undertake an initial assessment of the Carer through a focused interview
  • If not already done, arrange for pack to be sent out
  • Give relevant information / advice / signposting
  • Assess and follow up any initial contacts passed on via carer support workers
  • For cases where no further action required, close case
  • For cases requiring one to one support, allocate cases through internal referral to support workers as required, based on urgency, specialist knowledge and location
  • For cases requiring other internal services, such as support group, emergency card, carers break prescription etc, raise internal referral
  • Maintain accurate, timely and detailed records of all referrals and re-referrals, including initial assessments and on-going actions required on Charitylog and/or other reporting systems as required
  • Proactively manage the prioritisation of cases awaiting allocation, taking into account the needs of the carer, areas of expertise required (if complex), location (if home visits required) and the capacity of the support workers
  • Liaise regularly with the Support Services Team Leader to review waiting lists and prioritisation requirements to meet demand
  • Attend regular supervision meetings, to share good practice and ensure your own support needs are met
  • Attend regular one to one line management meetings

Additional Occasional Responsibilities

As a member of a small team, the post holder will be expected as necessary to support colleagues by:

  • Identifying appropriate sources of information, advice, benefits, equipment and services which carers can access, and updating shared resource information to reflect this
  • Actively contribute and participate in publicity events and represent Carer Support Wiltshire in a positive manner and to raise awareness of carers’ needs

General Requirements

The post holder will be expected to:

  • Possess the essential skills as detailed in the person specification
  • Adhere to and uphold Carer Support Wiltshire’s mission, vision, values, strategic aims and policies
  • Act with integrity and maintain the highest professional standards at all times
  • Maintain a confidential, sensitive and discrete approach to personal, sensitive and organisational information
  • Understand the personalisation agenda and put person centred planning at the forefront of any interaction with carers
  • Demonstrate resilience and adaptability in accordance with working within a rapidly changing environment
  • Contribute to a culture of equality and demonstrate a commitment to removing all forms of discrimination as a colleague and as a provider of services to carers
  • To work collaboratively as a member of a small team including volunteers and to attend and actively contribute to team meetings
  • Actively identify own training needs and personal development, and to participate in training sessions when required
  • A flexible approach is required for this role and you may be asked to undertake other duties from time to time as determined by your line manager and in keeping with the purpose of the post and after consultation with the post holder

This job description is not necessarily an exhaustive list of duties but is intended to reflect a range of duties the post-holder will perform. The job description will be reviewed regularly including at annual appraisals and may be changed in the light of the needs of the organisation and following consultation with the post-holder

Employee signature:Date:

Senior manager:Date:

Carer Support Wiltshire

Person Specification: Referrals Duty Worker

Important: A person specification is an accepted method of identifying who, from a range of candidates for a post, most closely matches the needs of the organisation and the tasks outlined in the job description. It will be used at both short-listing and interview stages. The person specification is issued with the job description so that the applicants can make judgements themselves about their ability to do the job. When completing the application form please mention your abilities for each section of the person specification, failure to do so may affect your short-listing score.

Essential / Desirable
Qualifications / A good standard of education, 5 GCSE grades C+ above / Yes
Professional qualification in social care, health or counseling / Yes
Experience / Understanding of Carers’ needs and issues / Yes
Strong understanding of personalisation and person centred planning / Yes
Ability to demonstrate adaptability within a rapidly changing environment / Yes
Understanding of promoting wellbeing and enabling carers to meet outcomes / Yes
Working with voluntary and/or statutory agencies / Yes
Working in a busy office environment / Yes
Ability to prioritise work and deal with competing demands / Yes
Ability to work flexibly as part of a team / Yes
Ability to work independently / Yes
Ability to follow processes and record data / Yes
Ability to work effectively and efficiently under pressure / Yes
Dealing with confidential issues / Yes
Ability to maintain professional boundaries / Yes
Working in and with multi disciplinary teams / Yes
Knowledge of Health and Social Care service provision / Yes
Knowledge / Knowledge of Government legislation relating to Carers / Yes
Excellent listening skills / Yes
Interpersonal
Skills / Excellent verbal communication skills / Yes
Excellent written communication skills / Yes
Empathetic and trustworthy, good at building relationships / Yes
Warm telephone manner / Yes
Ability to communicate with the public and professionals / Yes
Computer literate – working knowledge of Office, databases etc / Yes
Technical Skills / European Computer Driving Licence / Yes
Commitment to high quality Carer focused services / Yes
Qualities / Commitment to equality of opportunity / Yes
Organised approach to work / Yes
Attention to detail / Yes
Enthusiasm and good sense of humour / Yes
Able and willing to work flexibly / Yes
Other / Able to work the occasional evening/weekend / Yes
Have access to car and be able to drive / Yes

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