Access Screening Officer (Scale 6)

Job Category :Social Care – Unqualified

Location : Enfield Civic Centre, Enfield Council

Hours Per Week : 35.00

Start Date : Immediate Start

Start Time : 09:00

End Time : 17:00

Salary: £17.00

To enable customers to communicate with the Council and access services and information through a range of IT solutions across all channels (web, telephone, face to face, correspondence, mobile, sms text messaging and email). To use judgement and decision making skills to assess customers for eligibility for services, funding, benefits, concessions etc. Assessing risk to elderly and/or vulnerable service users and identification and allocation of appropriate resources to meet customer needs and requirements.

Post is to answer 1001 ASC enquiry telephone line and undertake initial information gathering on referrals.

Key Accountabilities:

1. To maintain a clear understanding of the objectives, direction and development of the service area to meet changing needs, with particular emphasis on customer relations, continuous service improvement and ensuring that a positive image of the Council is portrayed at all times.
2. To contribute towards the development of a culture within the service which is customer focussed, committed to ensuring value for money and to provide a high standard of customer service, health and safety and the Council’s core values.
3. To ensure that schemes and targets comply with relevant technical/legal/legislative/statute requirements/codes of practice, government agencies, DDA and Health and Safety legislation.
4. To attend as a representative of the Council London-wide groups or bodies for sharing of best practice and disseminate information for future development of services.
5. Using a range of multiple communication methods in all forms of contact with customers including telephone (inbound/outbound, internet, face to face, sms text messaging, email, face to face and mobile channels).
6. To respond to customer needs through organisational learning through implementing new practices and procedures as required.

KNOWLEDGE, SKILLS & ABILITIES (You are not restricted to 2 criteria for each category)

Skills and Competencies

(In this section you should list between 4 and a maximum of 8 essential recruitment and selection criteria and 2 desirable criteria)

Essential:

1. Ability to communicate clearly and effectively both orally and in writing, negotiating and the use of IT

2. Ability to work using own initiative as part of a team while managing workload efficiently, prioritising work and adopting a flexible approach to changing and competing demands

3. Ability to implement and monitor quality standards

4. Ability to resolve advanced or escalated problems quickly and effectively providing customer satisfaction whilst understanding the impact of those decisions on the organisation

Desirable:

1. Trusted assessor (ability to assess for and recognise the need for simple items of enabling equipment)

Experience and Knowledge

1. Experience of working in a health or social care setting with a range of adults with different levels of needs

2. Basic knowledge of relevant legislation, policies and guidance that underpin the service

3. Knowledge of resources to support the provision of services and to promote independence (e.g. Telecare, equipment and other interventions)

4. In-depth knowledge of the services provided by the Health and Social Care directorate and a broad understanding of current issues

Essential Qualification(s)

1.

2.

Other Special Requirements

1. Able to travel around the borough independently to access service users’ homes and other office premises

2. Access to a vehicle and clean driving licence is preferable

3. Able and willing to be flexible and responsive in relation to working times, patterns, location. (extended working hours will apply)

4. Ability to adapt to new ways of working, new IT and pursue personal development opportunities whilst maintaining high personal standards of performance and conduct