Estates Officer

The role forms a vital part of the provision of supported housing services to customers who are elderly and vulnerable and require support to remain in independent living. The supported housing service comprises the Lifeline service and Wardens services working together to deliver a responsive, customer-focused service that meets individual needs of people with varying degrees of support requirements, disabilities and medical conditions. Control Operators work closely with the Wardens Services team and the Emergency Call-out Officers who provide emergency support out-of-hours in the evening and at weekends and bank holidays.

Responsibilities

The purpose of the role is to respond to calls from customers who activate their emergency alarm and to arrange for appropriate emergency services, next-of-kin or Emergency Call-out Officers to assist them. The role forms an integral part of the supported housing service and provides essential emergency support to vulnerable adults, helping them to live independently in their own homes. The role-holder will be expected to make decisions about the type of assistance needed by customers and to assess situations to enable the appropriate support to be provided as swiftly as possible. The role forms part of a team of Control Operators providing a 24-hour service to tenants of sheltered housing and dispersed housing for the elderly, as well as to private customers of the service.

Delivery of an effective and appropriate service to all service users, fairly and without discrimination. The Lifeline team provides an out-of-hours repairs service, dealing with emergency repair requests from tenants of CBC and other client housing providers and works closely with the Repairs team in resolving repair issues. In addition to the above, Control Operators play an important role as a front-line service 365 days a year and deal with a variety of general enquiries and emergency situations affecting CBC customers requiring immediate action such as floods, power cuts, fires, anti-social behaviour and liaise with emergency services, Social Services, utility suppliers and contractors to ensure satisfactory resolution.

You will be required to work an average of 24 hours per week; the shift pattern will be agreed with your manager. Some shifts will include lone working. You must show a willingness and flexibility to cover for colleagues' holidays and sickness.

Main Duties and Responsibilities

• Ensure that all calls taken are answered in a polite and courteous manner, within target times and actions taken are recorded in accordance with procedures.
• Analyse, input, update and accurately record relevant information promptly and efficiently, providing any associated administrative support as required.
• Liaise with the customer's family, next of kin, keyholders, emergency services, Emergency Call-out Officers and other appropriate persons or services on behalf of the customer, whilst maintaining the principles of confidentiality.
• Provide high standard of customer care and guidance to all customers when dealing with alarm activations and requests for assistance or support.
• Liaise with other members of the Warden Services team to ensure a high quality, seamless service to customers.
• Ensure that any Disaster Recovery Plans are executed efficiently and effectively. Receive and make calls using appropriate Disaster Recovery equipment at other service providers or locations when necessary.
• Respond to out-of-hours emergency calls in a prompt, courteous and responsible manner, deciding upon the appropriate action, on-call staff or agency to contact in accordance with procedures.
• Respond to requests for entry to CBC properties via the door entry system ensuring appropriate care in providing security to tenants.
• Prepare clear and concise reports on serious incidents to the Control Centre Team Leader in accordance with procedures.

The role is 24 hours per week based on a 4 day rolling shift pattern: Day 1 22.30-06.30, Day 2 17.30-22.30, Day 3 12.00-17.30, Day 4 06.30-12.00, 4 days off then start on Day 1 shift. It is office based, some shifts will be lone working. Training will be provided. Must have had experience working with Tunstall PNC call taking.