Carelink Operator - Grade D

Job Description
POST DETAILS

Department: Direct Services
Grade: D
Division: Peoples Services
Post Reference No:
Section: Carelink
Date: July 2024
Job Title: Operator (TEC) Days and Afternoons
PURPOSE OF JOB
To be responsible for call handling and other related duties within Derby Carelink. Carelink provides a comprehensive 7 days a week/24 hour a day monitoring and response service to Telecare users and other callers to the centre.
SUPERVISORY RESPONSIBILITES
To Whom: Telecare Team Leader For Whom: None
MAIN RESPONSIBILITIES
• Work a rotational shift pattern covering days, afternoons and evenings on a rota basis including weekends and bank holidays 365 days of the year
• To contribute to the effective running of the service area through attendance at meetings and training events as required including attendance on non- designated working days.
• To provide a professional call handling service by dealing sensitively with a diverse customer base and by always maintaining confidentiality, responding and prioritising emergency telecare calls by assessing the reason for the call, its urgency and to take prompt and appropriate action in accordance with procedures and instructions.
• At the commencement of every shift daily test all desk telephones are operating and ringing and Carelink mobiles are operating and fully charged.
• Ensure all lifting equipment is fully charged at commencement of shift
• Always operating the computerised call handling equipment and portals to standards set by the Telecare Services Association (TSA).
• To be responsible for maintaining and regularly updating both manual and computerised client information systems, recording customer incidents and recording the nature of all calls received and all initiated actions accurately.
• To accurately record and input details on the call handling system for each service user of all scheduled visits and actions taken by the Telecare Support Officer
• Create all new service users on the call handling system prior to equipment installation.
• To ensure all customer paperwork and contracts are processed in line with set procedures.
• To respond to other callers including those using the Authority’s out of hours services and initiate action by contacting appropriate agencies, relatives and emergency services as required.
• To respond to calls out of hours, for Derby Homes repairs service, Design and Property services, Home First Support Workers, Careline and any other council services that Carelink provide a service for taking the appropriate action passing on requests to the appropriate contactor, council department or council officer, in accordance with instructions given.
• To carry out appropriate administrative functions including filing, word processing, photocopying, scanning, generic email, maintenance of records, statistical information and monitoring systems for the service. ,
• Answering desk phones and taking appropriate action
• Regularly respond and action all generic emails when on duty
• Report any faults on the alarm equipment linked to Carelink and follow up faults identified to set standards and procedures and respond to tests on installation, fault find and report, taking appropriate actions.
• In the absence of the Accounts Clerk answer calls relating to customer invoice queries. Take messages as appropriate and ensure these are passed on to be dealt as required
• To recognise and identify the general care needs of service users and, when appropriate make referrals to appropriate partner agencies including voluntary and statutory agencies, falls service and safeguarding where it is felt that a customer needs additional support which can’t be wholly met by the Carelink provision.
• Where necessary escalating emerging changes in support needs to the Telecare Team Leader.
• To take referrals from both service users, health, adult social care and other agencies and schedule appointments, visits, installations as necessary, using the Adult Social Care computerised system Liquid Logic and other systems available.
• To assist with programming, cleaning and the maintenance of Telecare equipment and returning equipment back into stock, maintaining a stock control system using the equipment database on the call handling computer systems.
• To set up and monitor lone workers via the Lone Worker Monitoring system and to respond accordingly.
• Monitor all Mobile Responders using the Lone Worker monitoring system and take appropriate action if required!
• Daily monitor and action the Fall Response Service (FRS) generic email and mobile telephone. Passing on all calls to the Mobile Responders
• Undertake annual data checks each day as directed by the Telecare Team Leader.
• Undertake daily dial outs to all customers.
• Complete all daily customer surveys as identified on Adult Social Care System Liquid Logic
• To provide operational support to the Telecare Team Leader as required.
• Contact all customers that have had an emergency call in the previous 24 hours to check on Health and Wellbeing and document outcomes on the call handling platform.
• If there are faults on operational systems arrange for all rag rated customers to be contacted or visited by a mobile responder.
• Arrange collection of telecare equipment updating the Adult Social Care System Liquid Logic.
• Give initial guidance, advice, support and tuition to new employees to learn their duties
• Regularly test the back-up service by transferring calls to the back-up centre and testing appropriate alarms and completing all relevant logs for the same
• Weekly test and ensure the allocated DCC laptop is fully up to date and all operating systems are fully functioning including the call handling system (3CX)
• Ensure confidentiality of customer information within GDPR and any other relevant legislation and guidelines.
• To ensure that legal, statutory and any other relevant provisions governing or affecting the service area are strictly observed.
• To undertake a comprehensive range of duties commensurate with the general level of responsibility of the post and be adaptable and responsive to changes within the service including alternative methods of working when appropriate.
• Understand and comply with the City Council’s environmental policies.
• Comply with all Health & Safety policies and legislation in performance of the duties of the post.
• To deliver on and contribute to the Company’s commitments to customer care, access to services, equality and diversity and value for money.
• To manage own individual performance in order to achieve service area and Company targets.
• Ensure that all Key Performance Indicators are met and provide documented evidence when they are not
• To ensure that operational procedures are always adhered to.
• To promote excellence in the delivery of a customer focussed service.
• To promote community cohesion recognising that DCC serves service users and communities from a wide range of diverse backgrounds.
• Work with information technology and associated systems in accordance with the City Council’s policies & procedures.
• Comply with standing orders, financial regulations and Departmental instructions.
• Carry out duties and responsibilities of the post in compliance with the City Council’s Equality and Diversity policy.
• Take part in the Councils Managing Great Performance Conversations
1. FOR COMPLETION BY SUCCESSFUL CANDIDATE
I acknowledge that I have received a copy of this job description and accept that the responsibilities of the post are as indicated
Signature _______________________________ Date ________________ Date updated:

To provide a call handling and telephony service, answering calls professionally through the specialist computerised call handling system, from vulnerable people in their own homes sometimes of a life threatening and/or emergency nature and arranging for emergency assistance when required
Working day and afternoon shifts including weekends and bank holidays 07:00am to 15:00pm and 15:00pm to 23:00pm
To undertake data inputting and creation of referrals and equipment for the service and to monitor and act in relation to all Lone Workers using the Carelink service.