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Duty - Independent Living Advisor
Duty Advisor / East Sussex / ZM
£18,000 - £20,500 pro rata
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.
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.
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
Clear knowledge and understanding of ‘Safeguarding’ vulnerable adults and children.
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