Monitoring & Responding Officer SC6

Job Category : Admin / Clerical

Location : ALEXANDRA HOUSE, London Borough of Haringey

Hours Per Week : 37.66

Start Date : Immediate Start

Start Time : 07:00

End Time : 15:00

Salary: £18.34

Connected Care Service provides a monitoring and responding service to the residents of Haringey. The role involves ensuring calls are answered and that callers get the support they need. This will involve visiting the resident’s home to assist, along with undertaking general maintenance of equipment to ensure service is maintained.

This is a 24/7 service and shift arrangements are 7am to 3pm, 3pm to 11pm and 11pm to 7am 7 days week.

You will be passionate about providing excellent service, with good communication and compassionate engagement skills. Ability to adapt is essential as this is a varied role and often involves changing priorities. An understanding of safeguarding requirements alongside an ability to build a rapport with people who maybe in difficult circumstances. You will need good IT and administrative skills, as well as able to drive and undertake general maintenance on AT equipment, i.e. battery changes, minor faults or equipment failures.

It is a great opportunity to apply your skills and talent in a place that welcomes energy and has a desire to make a difference to the lives of all residents.

• Weekends (WE) = 1.50 Multiplier • Unsociable Hours (8pm to 6am) = 1.33 Multiplier • Weekend Unsociable = 1.83 Multiplier • Bank Holiday (BH) Rate = 2 Multiplier

Connected Care is a 24 hours, 365 days a year emergency service provided in house by Haringey Council. It offers vulnerable residents a personal alarm system which can be activated in case of an emergency. Additional it provides a mobile response service if there is an emergency in the residents home. We are looking for 1 x Monitoring and Responding Officers to work within the Connected Care Service.

Monitoring & Responding officers (MRO) are required to answer and respond to emergency calls from vulnerable service users from across the borough over Jontek’s Answerlink call monitoring platform. When answering an emergency call, MROs will be required to identify and arrange appropriate intervention /support to ensure service users wellbeing. In addition this may mean visiting a service users home to help deal with the emergency. MROs will need to assess the service user’s needs, condition and provide/source the support they require to ensure their wellbeing.

As Connected Care is a 24/7 service Monitoring and Responding officers are required to work a pattern over 3 shifts 7am to 3pm, 3pm to 11pm and 11pm to 7am. To note there is a 20 minute handover at the start of each shift and so will be required to be at work 20 minutes before the start of their shift. The candidates we are looking for should have experience of working within an emergency call monitoring centre dealing with vulnerable service users and experience of a call monitoring platform is essential i.e. PNC or Verklizan, however Answerlink (Jontek) would be preferred. As this role requires the candidate to provide mobile response service to service users home in case of an emergency, we are looking for experienced and competent drivers who hold a full clean UK driving licence. Council fleet vehicles are provided but passing the council driving assessment would be a requirement to use these.

• An understanding of Equal Opportunities and how this might be put into

practice.

• An understanding of Personalisation in Social Care and how that is put into

practice.

Skills and Ability

• Excellent communication skills including written and verbal communication

skills

• Good IT skills including proficiency in Microsoft Office particularly Outlook,

Excel and Word

• Ability to prioritise work ,manage conflicting deadlines and work to agreed

procedures

• Ability to communicate and liaise with the people who access our services,

relatives and professionals on a day-to-day basis, by phone and in person.

• To treat people with dignity and respect and involving them in the decision

making about their support.

• Able to promote peoples’ rights.

• Able to encourage and support people to do things for themselves thus

promoting independence and empowerment.

• Able to support individuals when they are anxious or distressed.

• Able to appropriately support individuals who may sometimes display behaviour

that challenges the service.

• Able to demonstrate effective interpersonal relations, e.g. integrity, trust,

diplomacy, negotiation skills and contributing to helping others.

• Able to receive and record accurately information pertaining to the people we

support.

• Able to identify and respond to the changing needs of people who use services

and communicate this or any areas of concern to the appropriate person.

• Able to participate in staff meetings; supervisions and annual competency

based appraisals.

• Be physically able to complete frontline care tasks and mentally able to deal

with the demands of the job.

• Be honest, reliable and trustworthy thus promoting the Council and its services

in positive way to partners and customers.

• To use support and lifting equipment as appropriate – to note training will be

provided.

• Ability to work under pressure

• Ability to make decisions in a crisis situation.

Experience

• Experience as a support worker in an adult social care setting or equivalent.

• Experience of providing a customer focused service

• Experience of call monitoring and social care databases.

Qualification

• Verbal and written English skills; basic mathematical skills.

• Health and Safety awareness training.

• Moving and Handling of People. – To note training will be provided but is

essential to complete the role• Valid UK Driving Licence and access to a car