Job Description & Person Specification

Transcription

1 Job Description & Person Specification JOB TITLE Customer Care Administrator (Home & Care) SALARY 25,000 HOURS 35 WORK PATTERN Shift pattern ensuring evening & weekend support AGE UK EAST LONDON MISSION STATEMENT Age UK East London aims to be an organisation that enables older people to: Retain maximum possible choice over the direction of their lives; Maintain and improve health; Prevent social isolation; Live in physical environments suited to their changing needs; Have as many opportunities as possible for involvement in fulfilling Individual and leisure activities. Our underpinning values are: Making it excellent; Making it personal; Making it responsive to local needs, Making our shared expertise count Making it Best Value

2 Job Purpose 1. As part of the Home Support Team, to assist the Home Support Service Manager(s) in ensuring the effective provision of high quality services to customers across East London in order to meet contractual and statutory obligations relevant requirements. 2. To be responsible for updating support workers rotas using Age UK East London s customer relations management system (CharityLog). 3. To provide rostered out-of-hours emergency covering evenings and weekends 4. To be responsible for ensuring invoices are sent out in accordance with Age UK East London s financial procedures. Main Tasks Duties & Responsibilities 1. To contribute to the referral process by receiving and initiating the referral process for all new referrals for home support services. 2. To allocate new referrals and reviews for assessment to the Home & Care Services Manager. 3. To co-ordinate the Home Support Worker staff rotas, using CharityLog. 4. To immediately update any changes to customer s support plans e.g. change of visit times etc. CharityLog. 5. To maintain all records using CharityLog including routine notes from customers, staff and related professionals including telephone and conversations. 6. To be responsible for monitoring and reconciliation of the CharityLog App. 7. To ensure any changes/interruptions to services are reported to relevant funder(s), if applicable. 8. To maintain regular contact with home support workers regarding their planned workload including any changes. 9. To liaise with other professionals, carers and family members in relation to services provided to ensure the smooth running of the service. 10.To liaise closely with the Home Services Support Manager to ensure matching of support worker to customer is completed in accordance with Home & Care Customer Matching Procedures. 11.To support the Home & Care Services Manager in the mentoring of staff working in the community and ensure they follow relevant policies and procedures. 12.To undertake On-Call duty on a rota basis including evenings, weekends and bank holidays. 13.To prepare and run monthly invoices as required. 14.To collect any direct cash/cheque payments from support workers and enter on to Charity Log on a weekly basis. 15.To take cash payments to the bank on a weekly basis in accordance with Home & Care Cash Handling Procedures.

3 16.To take responsibility for personal development within the role and attend relevant in-house and external training to develop skills as required. 17.To behave in a corporate and professional manner at all times and uphold the high standards of the organisation. 18.To run statistical monitoring reports as requested by the Director of Care & Services Development. General 1. To work within the policies and procedures and procedures of AUKEL and apply consistent principles of diversity and equal opportunities throughout the work of the organisation. 2. To attend all staff meetings as required. 3. To undertake any other duties as may reasonably be required. Functional Links To work as part of a team within Home & Care Services; Customer Care Administrator will be line managed by the Home & Care Services Manager. To liaise regularly with AUKEL Finance Team To work closely with the Head of Training & Evaluation.

4 Customer Care Administrator Person Specification Person Specification Essential Desirable Experience Minimum of 2 years of working with a Customer Relations Management System Database. Experience of dealing with customer queries both on the telephone and via . Experience of coordinating rotas and deploying staff to meet the needs and preferences of service users. Experience of working within a commercial service. Experience of stock control. Experience of working within a domiciliary care service. Skills/Attributes Ability to professionally communicate with other professionals and customers. Excellent communication skills both verbal and written. Personal resilience and ability to manage a challenging workload & competing priorities. Ability to collate data relating to service delivery & outcomes and to produce well written internal reports. Ability to speak a community language. Knowledge & Other Knowledge of Care Quality Commission Fundamental Standards. Ability to meet deadlines and stay calm whilst working under pressure. The ability to work flexibly and manage day-to-day multiple demands. Excellent organisational and planning skills. Understanding and empathy with the needs and aspirations of older people and their carers. Understanding of working with customers who are living with dementia or a brain acquired injury. Understanding of health and safety for lone workers. Qualifications NVQ 2 or equivalent in Customer Service NVQ Level 2 or equivalent in Business Administration.

5 Hours of Work: 35 hours per week plus out-of-hours cover (including evening, weekends and bank holidays). The post holder will be required to participate in an on-call rota for which an allowance is included in the current rate of pay. On Call Duties: You will be required to take part in the local out of hours on-call service for which an additional payment has been included within salary scale Location: Age UK East London Home & Care Service is based at 655 Barking Road, Plaistow, London E13 9EX but you may be required to work from any Age UK East London offices. Disclosure Checks: All appointments will be subject to DBS enhanced disclosure. Holidays: 25 days per annum plus eight statutory days pro rata. Probationary Period: The first six months will constitute a probationary period. When this is successfully completed, employment will be confirmed. Training: Age UK East London delivers mandatory training as follows: Induction to Age UK East London Programme Equality & Diversity Safeguarding (Adults & Children) including Mental Capacity Act and Deprivation of Liberty Safeguards. Further training will be available through Home & Care Continued Professional Development.