Business Support Officer (BR6)

Job Category : Admin / Clerical
Location : Civic Centre, Bromley Council
Hours Per Week : 36.00
Start Date : Immediate Start
Start Time : 08:45
End Time : 17:00
Salary: £12.27

The London Borough of Bromley is committed to supporting our health and social care residents to receive a direct payment. Direct payments will enable the residents to achieve greater choice and control regarding their care and support needs

The direct payment team works with care managers to set up direct payments including ensuring management and payments arrangements are in place and recorded and that it meets the residents’ expectation.

The Direct Payments Officer will work with team members to provide a comprehensive, efficient, and effective health and social care direct payment function that ensures that residents are supported throughout the direct payment set up process.

SUMMARY OF RESPONSIBILITIES AND DUTIES:

1. Set up service agreements on the Council’s electronic record management system to enable successful payment of goods and services related to direct payments.
2. Complete amendments to direct payments on the Council’s electronic record management system.
3. Terminate and suspend direct payments and record on the Council’s electronic record management system.
4. Provide advice and guidance where necessary to residents in relation to direct payment set up and its process.
5. Accompany where necessary care managers to residents home to complete reviews and discuss direct payments
6. Receive a number of direct payment set up cases to manage and complete within an agreed time period.
7. Take part in duty system – which includes responding to emails and calls from residents and colleagues as well as participate in mailshots and post tasks.
8. Champion and advocate direct payment take up with residents and colleagues.
9. Complete care and support planning for residents and calculate personal budgets and direct payments.
10. Discuss with care managers, providers and residents any problems associated with the direct payment, delivery of service.
11. Resolve problems or report to the team leader or manager.
12. Attend to any complaints from residents and or their relatives, discuss with providers and find resolutions.
13. Liaise with other local authorities if necessary, attend meeting and forums to identify best practices and develop such practices to benefit Bromley.
14. Complete provider liaison in relation to direct payment set up, payments and management.
15. To register residents on the Council’s electronic record management system for direct payment related activities.
16. Facilitate the completion of direct payment compliance paperwork including prepaid card with residents.
17. To answer direct payment residents’ calls regarding their direct payment.
18. Escalate residents’ calls and emails to care managers and ensure that the resident receives a response.
19. Provide advice regarding local domiciliary care agencies who will accept the direct payment rate.
20. Provide quality assurance of the completion of direct payment paperwork and ensure all forms are recorded on the Council’s electronic record management system.
21. Complete direct payment review to ensure that the direct payment is achieving the correct outcomes for the resident.
22. To process referrals for interim packages of care when necessary to ensure the resident’s safety and prevent admission to an acute setting.
23. Escalate any safeguarding concerns to the relevant to Team Lead and/ or appropriate Council department for action.
24. Undertake any other duties commensurate with the level of the post, as required to ensure the efficient and effective running of the Department / Section.
    KNOWLEDGE
    ⦁ A good understanding of social care issues and the implications to residents and providers.
    ⦁ An understanding of contracts and service agreements for goods and services
    ⦁ Knowledge of how social care is organised and funded; and knowledge of direct payment legislation
    ⦁ Knowledge of the personalisation and person-centred care planning
    ⦁ Knowledge of the NHS personal health budget agenda and CCG function
    EXPERIENCE
    ⦁ Understanding of the social care service, monitoring and managing direct payments or such service or be a resident responsible for providing such service.
    ⦁ Experience in dealing with residents over the phone.
    ⦁ Communicating effectively with vulnerable residents and their relatives and friends.
    ⦁ Communicating effectively with provider of services.
    ⦁ Experience of working within a direct payments and /or charging team within a social care environment.
    ⦁ Experience of working with a CCG to deliver a service
    ⦁ Experience of working with social care financial systems.
    ⦁ Experience of conducting interviews, brokering support, care and support planning with residents and of working with a range of people, including pensioners and people with disabilities.

SPECIAL REQUIREMENTS

1. Must be able to travel independently to various locations around the borough carrying equipment.
2. A satisfactory Disclosure and Barring Service Check is required.