Carelink Operator

To be responsible for call handling and other related duties within our 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.

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.
• 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.
• 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 taking 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 the commencement of shift.
• Always operate the computerised call handling equipment and portals to standards set by the Telecare Services Association (TSA).
• Be responsible for maintaining and regularly updating both manual and computerised client information systems, recording customer incidents and the nature of all calls received and all initiated actions accurately.
• 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.
• Ensure all customer paperwork and contracts are processed in line with set procedures.
• 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.
• 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 contractor, council department or council officer, in accordance with instructions given.
• Carry out appropriate administrative functions including filing, word processing, photocopying, scanning, generic email, maintenance of records, statistical information and monitoring systems for the service.
• Answer desk phones and take 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 with as required.
• 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.