Telecare Officer (Grade H)

Who You Are

You possess a thorough understanding of customer care principles, especially regarding social care, and hold knowledge of best practices for dealing with the elderly and vulnerable. You are experienced in working within customer-facing environments and caring professions, with a track record of working with the elderly and vulnerable within their homes to offer social care services. Equipped with excellent organizational skills, you can plan and prioritize your work efficiently, even under pressure without direct supervision. Communication is your forte, both orally and in writing, enabling effective engagement with various stakeholders including public bodies, agencies, and members of the community. Possess a comprehensive understanding of IT packages like Word, Excel, and email, facilitating high-standard performance in your duties. Demonstrate the TOWER Values by collaborating across boundaries, communicating openly, innovating, and being accountable. You respect all communities and are committed to equal opportunities in service delivery and employment practices. You have a full clean driving license and are prepared to work flexibly outside standard office hours, including night shifts and weekends.

What the Job Involves

Your primary responsibility is to provide a comprehensive front-line Telecare service, offering information, advice, and support to service users and other customers or agencies. You will assess situations, either on the Jontek system, via telephone, or in person, taking appropriate actions based on the user's needs, which may involve home visits or conducting welfare checks. You will assess, install, program, check, and teach service users on the testing and use of Telecare equipment, including resolving issues or removing equipment when necessary. As a Telecare officer, you support the implementation and facilitation of the Telecare and out-of-hours services provided by the council, ensuring high service delivery standards are maintained by liaising with relevant staff and agencies. Your duties require flexibility, honoring a 24/7, 365-day working pattern by providing cover as agreed. You will actively manage your workload, especially during out-of-hours, ensuring seamless operation and where necessary, make referrals if a service user's health or safety is at risk. You will also handle emergency calls, assess circumstances, and activate appropriate responses, including coordinating with emergency services or relevant agencies as per procedures. Checking Telecare Alarms remotely, conducting welfare checks, and providing users information about the Telecare services are part of routine duties. You are responsible for maintaining data protection while conducting community engagement and reporting any safeguarding concerns to relevant entities. Maintaining professionalism, you deliver duties considering the Council's health and safety policies, ensuring the Telecare vehicle is operational, and updating systems post-visit to reflect any changes or actions taken.