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Duty - Independent Living Advisor

Duty Advisor / East Sussex / ZM
£18,000 - £20,500 pro rata
22.5 / per week - Part-Time
Eastbourne ,

Main purpose of the role: 

Reporting to the Business Manager the Duty ILA role is to support the Manager and area team in all aspects of contract/framework delivery in order to meet the requirements of both internal and external stakeholders.

The ILS Duty Advisor role specifically supports a single point of resolution service [SPRS] by providing high quality information, advice and support to both referring Health & Social Care professionals and vulnerable eligible customers [nominated third parties] who are considering/chosen to participate in Self Directed Support Scheme(s), Independent Living Schemes, Personal Health Budgets and self-funded/private clients, over a designated territory.

This will be achieved through the effective and efficient triage and action of all communications received via SPRS, using a range of operational processes, to ensure a smooth end-to-end journey in the delivery of their employer responsibilities and compliance in meeting the stipulations of their care funding. This role will champion a SPRS culture and ensure best practice is achieved, enriching the customer experience and supporting delivery against all contractual performance measures.

This position will provide a balance of “Duty” ILA responsibilities in a home-based environment.

Key Responsibilities:

  • Acting as the first point of contact to maintain a timely and robust operational service for new and existing customers/stakeholders who require support.
  • To receive, triage and action all direct electronic and referred telephone contact received within agreed time parameters:
    - Telephone contacts to be responded to within a 24hrs [excluding wkends and public holidays]
    - Electronic contacts to be responded to within 24 hrs [excluding wkends and public holidays]
    - Creating accounts for clients on PeoplePlus database, ensuring worklists are completed and meeting deadlines.
    - All contacts/enquiries received to be owned and resolved, unless escalated/signposted to allocated Case Worker/Business Manager.
  • Maintaining and updating electronic customer records on a daily baisis, ensuring these are stored and shared in accordance with Data Protection and Data Security and policies.
  • Ensuring all information given is clear and concise and in a format that meets customer needs, relatives or professionals.
  • Referral triage set up and case allocation to adviser where adviser is already allocated to case and issue requires ongoing support.
  • Register client’s employee’s onto PeoplePlus data base and sharing information to other organisations adhering GDPR requirements.
  • DBS – using online system to complete DBS checks for personal assistants if required by clients.
  • Lone Working – taking responsibility for own lone working in line with individual risk assessment and PeoplePlus lone working policy.


  • To be a target driven individual with excellent interpersonal skills to develop and manage meaningful business relationships with individuals from a range of diverse backgrounds.
  • Ability to work in a busy environment when deadlines need to be met.
  • Experience in establishing strong area networks with professionals, key stakeholders, Third sector services and local community groups
  • Ability to effectively support ILS service delivery and question and/or challenge Care professional s/Customers when boundaries become blurred or confused.  

Resources required: 

  • Operational and Third Party (Client) Budgetary monitoring and reconciliation
  • Positive Team Dynamic and Effective Case Load Management.
  • Home Working Experience Preferable
  • Promote Best Practice and Operational Procedures compliance

Risk Management:

  • Clear knowledge and understanding of ‘Safeguarding’ vulnerable adults and children.
  • Lone working
  • Understanding of current employment and wider Health and Social Care legislation/Initiatives and impacts i.e. Care Act, Think Local: Act Personal (TLAP), Local Authority Policy Change
  • Contract/Framework compliancy and risk assessments
  • Operational and Client (Employer) Health and Safety Responsibilities