Careline Officer

We have a urgent requirement for an experienced Careline Officer for our local authority client based in West London.

PURPOSE OF ROLE:

As part of a team to respond to all incoming calls to the control centre, assessing the nature of the call, prioritising level of urgency and responding accordingly.

To work on a rota basis to ensure a high quality efficient and responsive 24 hour service to clients, service users and stakeholders of Ealing Careline.
To visit service users where necessary, driving to individual properties, sheltered schemes or Housing Associations, identifying the extent of practical and emotional support required

To visit service users where necessary to carry out equipment installations, terminations or repairs.

To provide advice and information to clients, service users & stakeholders in a courteous and efficient manner that ensures a seamless service of the highest standards is maintained at all times.

To contact and liaise with emergency services, relatives, carers, internal and external agencies as appropriate, providing advice, reassurance and signposting to other services and or agencies as appropriate.

To provide a professional, sensitive, caring and confidential service by telephone and in person.

To follow all Control Room locally agreed procedures, which will include handling calls and recording all details in line with policy and procedures

To operate the SCAN/Careline alarm service in accordance with local procedure and practices that will include installing and programming equipment, testing alarms.

In the event of a major emergency to call upon designated senior staff as necessary, following and acting on all related emergency procedures and protocols including the mobilisation of contractors and other staff members to cover any eventuality.

Ensure that all service systems and equipment remain in good operational order, ensuring contractors are notified and respond to any faults 24hrs a day, in line with service contracts. This includes all centre equipment, computers, telephone lines and sheltered housing racks, ensure that management is informed of any concerns held.

To visit clients in their home and carry out equipment installations and terminations including programming of a range dispersed alarm equipment and smart sensors where trained.

To provide a prompt response to reports of Careline/ Telecare equipment faults, visiting site, rectifying fault or replacing equipment as necessary. To ensure that detailed records are maintained concerning equipment levels, usage and fault repair processing. Telecare equipment faults to be reported to Adult Services

Record and maintain accurate records and logs of all activity. Inputting data into all control room computer systems and recording information on paper based systems where in use. Taking referrals for service requests recording information and advising users, prospective users and their representatives accordingly.

To work with the Team Leader to ensure systems are maintained, to ensure the prompt creation and cessation of client accounts and to advise appropriate finance offices so that customer invoicing is carried out effectively.

To actively participate in team meetings and the Job Performance Scheme and to assist with the training of new staff

To have a valid UK driving licence and the use of a car. To be able to access all parts of the Borough.

To carry out all duties in accordance with the Council’s health and safety policy and procedure and to ensure compliance with any instructions, requirements and prohibitions at all times.

To carry out all duties in accordance with and in the spirit of the Council’s Equality and Diversity and Dignity at Work Policies.

To undertake any other duties and responsibilities express and implied, which arise within the level of the post as directed by the line manager.

The Careline service operates 24/7. Staff need to be able to work a 16 week rolling rota that comprises of day/night and weekend shifts. There are 2 relief weeks in the rota. Staff need to have a clean UK driving licence and be prepared to drive the pool vehicles supplied by the service. Knowledge of the Jontek call handling platform would be an advantage.

Please forward your updated CV in the first instance