Emergency Duty Service Out of Hours Advisor

Based in Chelmsford , The Emergency Service Adviser's role will be to provide a prompt and efficient response to service users, carers, agencies, medical care and professionals, giving information advice, and, where appropriate an assessment for and the commissioning of a package of care.,

• Using specialist knowledge and judgement on Adult and Carer services available within Social Care, including the application of Fair Access to Care criteria, to give high quality advice.
• Identifying and responding to urgent or critical situations by passing referrals, via agreed fast-track procedures, to the appropriate professional teams.
• To support the development of other team members by participating in learning activities such as one-to-one coaching or work shadowing.
• Taking personal responsibility for providing accurate and up-to-date information and advice to callers on Social Care policies and services, including eligibility criteria, and services provided by other statutory, private and voluntary agencies.
• Ensuring that all information is recorded accurately and is entered onto the appropriate database.
• Ensuring that all information recorded complies with data recording legislation and guidance, captures all data required for performance indicators, and is in a format or style which allows it to be transcribed on the appropriate system.
• Taking personal responsibility for participating in training to update knowledge on the full range of systems and databases used by SCD.
• Ensuring all assessments and requests for a service are authorised by a professional practitioner before being commissioned.
• Continuously updating own and sharing new information with colleagues on eligibility criteria, and the Social Care Policies, including the range of services provided by Social Care and other Statutory, Private and Voluntary agencies.
• Representing EDS on project and consultation groups where appropriate and to ensure any knowledge and information is shared with colleagues.
• Actively contributing to own personal professional development, and to the developing role of EDS across all specialisms.
• The duties of the post may be changed and/or varied to meet changing circumstances at the discretion of the EDS Manager
  
  Good general level of education, including English and Mathematics at GCSE grade A - C, or demonstrably equivalent abilities.
• Customer Service NVQ or equivalent experience/ability
• Experience of working in a local authority setting and/or Customer Services role.
• Experience of communicating by telephone and electronically recording information.
• Giving information and advice to customers by telephone.
• Knowledge and experience of administrative and clerical processes.
• Detailed knowledge and working experience of IT systems including Office 365 and a customer database.
• Awareness of Health & Safety at work
• Knowledge of Social Care service group functions.
• Experience of working in a Social Care team or similar setting.
• Knowledge of requirements of Caldicott, Data Protection and Freedom of Information.