Job Description. Senior Care Link Visiting Officer Grade: Grade 7 Care and Health Care Link

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1 Job Description Job Title: Senior Care Link Visiting Officer Grade: Grade 7 Section: Care and Health Care Link Reports to: Care Link Manager Responsible for: Care Link Visiting Officers x 2. Care Link Assistant (Visiting Section) x 2. The Job Is to: be WDH representative in the community providing a responsive, efficient and effective Care Link service to older and vulnerable people to enable them to live independently and safely in the community; connect older and vulnerable people to the Care Link service; and promote and market the Care Link service. The Bigger Picture You will: be a member of the Care Link Team; have knowledge of WDH s Corporate Plan and promote the values of the organisation at all times; contribute to team plans, within the corporate, strategic and business planning processes of WDH and the Service Area; contribute to new ways of working through partnership and consultative arrangements; be responsible for maintaining effective working relationships with internal services, external agencies and organisations; undertake specific project management initiatives as required relating to policy or service initiatives; contribute to new policy initiatives as required; have an awareness of appropriate legislation and statutory requirements; be aware of national, regional and local developments and evaluate their effect on service area processes; undertake effective communications at all times throughout all levels of the organisation and externally to promote positively the work of WDH; 1

2 deal appropriately with all complaints and representations in accordance with the WDH complaints procedures; promote health and safety awareness to ensure safe working environments in accordance with the WDH health and safety policies and procedures and undertake risk assessments as required; ensure that all WDH policies are effectively undertaken especially having regard to equal opportunities, data protection and human rights; provide cover as appropriate; contribute to the development of the Service business planning process to ensure the vision and outcomes of WDH are delivered effectively; implement effective performance management systems to meet corporate and service area requirements, to achieve continuous service improvement and the development of a performance management culture; continually review processes for the service through effective consultation and partnership arrangements to achieve user expectations; responsible for managing devolved budgets within the Delegation Framework, to ensure allocated resources meet the need of service users; responsible for ensuring that all operations are within WDH standing orders and financial regulations; assist in the identification and management of risks within their service area; Provide leadership to initiate drive and cultural change to deliver customer focussed services, working within the spirit of the consideration and leadership contracts. effectively manage within WDH human resources policies and procedures, including discipline, grievance, capability and harassment in accordance with the Delegation Framework; undertake recruitment, selection and change management in accordance with WDH policies and procedures, and the Delegation Framework; maintain effective employee relations; display high degrees of self-motivation, commitment and time management; undertake communication process in line with service requirements; ensure employee development and management support processes are delivered; and carry out any other duties as directed by the line manager that are appropriate to the grade and overall purpose of the job. The Day To Day You will: provide supervision to the Visiting Section within Care Link, and guidance to all employees within Care Link; arrange and undertake visits and demonstrate community alarms, pendant and telecare equipment to prospective customers in their own home. To manage the visits undertaken by the visiting officers; 2

3 carry out an assessment of need and identify the most suitable type of alarm required and correct location; arrange and install community alarms, pendant and telecare equipment in the customer s home, demonstrate use of the system and complete legal arrangement, WDH contracts and any other forms associated with Care Link equipment; prepare, service, programme and test equipment prior to installation; create and maintain a stock record system. Maintain the equipment storeroom ensuring adequate stock for all types of equipment and ordering additional stocks when necessary. Manage the software application to ensure that stocks of all telecare equipment are available from the supplier at all times; collect unused equipment from various locations and ensure that all the necessary paper work is completed; visit service users when necessary to repair faulty equipment or to arrange for replacement equipment; liaise with internal and external support agencies to help meet vulnerable peoples support needs; liaise with the Police on use of community alarms to improve community safety for vulnerable people; develop and maintain effective working relationships and partnerships within WDH and a wide range of external agencies to improve services for vulnerable people; contribute to project work to develop an effective Business Plan and Marketing Strategy for Care Link; monitor the effectiveness of the Care Link communications infrastructure and propose enhancements where necessary taking account of new technological advancements and service expansion; ensure that service users records are up to date in relation to community alarm, pendant and telecare information; deliver demonstrations and presentations about the Care Link service to other sections within WDH, external agencies (including Family Services and PCT s) and service users; represent the Care Link service at multi-agency forums and benchmark the service with other similar organisation; contribute to developing a marketing strategy and assist in developing and implementing marketing and publicity initiatives; prepare sundry debtor accounts and other written correspondence for all types of equipment and pursue outstanding debts via home visiting and other means as required; liaise with the Finance Section to ensure that all accounts are raised; keep up to date with any advancement in technology, make recommendations for service improvement and attend seminars / training courses where appropriate; assist in achieving service accreditation and ensure services are delivered in line with the Corporate Plan, Care Link Team Plan, Customer Charter and relevant service standards; supervise Care Link Visiting section and employees to deliver responsive, high quality, customer focused services for all existing and proposed service users; provide support and guidance to Care Link employees in dealing with more complex enquiries; and 3

4 undertake training for WDH employees, and other organisations, including Family Services, PCT s, the Police and others, on telecare equipment. Personal Contacts: Internal: External: WDH employees. Statutory, non-statutory agencies including local authorities, health service and trusts, Police, voluntary and private agencies, Government departments or agencies, accreditation bodies, benchmarking clubs, members of the public, tenants and residents, tenant and resident organisations, suppliers and other community alarm services. 4

5 The Specifics This section identifies the qualifications, skills and behaviours needed for an effective performance. Using these clarifies the personal qualities and workplace behaviours expected of the post. WDH principles reflect behaviour patterns which distinguish highly effective performance in a role. There are nine behavioural indicators which are split into three principles; Determination, Nous and Attitude and these are often referred to as DNA. Personal Skill Characteristics Requirements of Role A qualification at Level 3 of the Qualifications and Credit Framework, such as A levels, Award, Certificate or Diploma at level 3 or equivalent. The post holder must hold a valid driving licence and have daily access to a vehicle to travel throughout the district. Ability to drive and have use of a vehicle. Ability to work flexible hours to meet the needs of the service. Essential (Tick) Desirable (Tick) Method of Assessment (Code list below) Shortlisting Criteria (Tick) AF / CQ / CQ Determination Time management and organisational skills. Ability to plan, organise, motivate and communicate. Highly committed to supporting the Care Link Service to meet the agreed standards and targets of the service. Able to work under pressure. Nous Experience in community alarm, housing or customer focused service. Experience of partnership working with a range of agencies to deliver a quality service. Experience of working with elderly / vulnerable people. Clear verbal and written communication skills. Knowledge of community alarm 5

6 issues and relevant policies and procedures. Experience of supervising a small team. Experience of developing policy and procedures. Attitude Committed to employee development process. A good team player. Key AF - Application Form I - Interview (this may include a presentation and occupational test where appropriate) CQ - Certificate of Qualification R- References 6