Please note this role is part time (weekends, Saturday and Sunday, 7 hours per day) and the annual salary advertised will be pro rata. In addition to the basic salary there is a 15% allowance for unsociable hours
The Emergency Team 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.
To provide a prompt and efficient response to service users within Adult and Children’s services, carers, agencies, medical care and professionals, giving information advice, and, where appropriate, extending 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 Emergency Duty Team (EDT).
- 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 EDT 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 EDT Advisors across all specialisms.
- The duties of the post may be changed and/or varied to meet changing circumstances at the discretion of the EDT Manager.
Skills and Knowledge
- Good general level of education, including English and Mathematics at GCSE grade A – C, or demonstrably equivalent abilities.
- Excellent Customer Service experience /ability.
- Must be able to work on own initiative in addition to being part of a team.
- Experience of working in a local authority setting and/or Customer Services role.
- Experience of communicating by telephone and electronically recording information.
- Working in a setting with direct customer contact.
- Giving information and advice to customers by telephone.
- Knowledge and experience of administrative processes.
- Detailed knowledge and working experience of IT systems including Word and a customer database.
- Awareness of Health & Safety at work
- Knowledge of requirements of Caldicott, GDPR and Freedom of Information.
- Specialist knowledge to be able to handle calls involving children at risk and vulnerable Adults.
- European Computer Driving License (ECDL) or equivalent experience/ability
As part of employment with Essex County Council should your role require a DBS check you will be required to register with the DBS update service. The DBS update service ensures all registered DBS certificates are kept up to date and allows authorised parties to view the status of your certificate. This is an annual subscription and you will be responsible for ensuring this is maintained. For further information on the DBS update service please visit: https://www.gov.uk/dbs-update-service
Essex County Council is proud to offer an excellent benefits package to all its employees. For more information please use the following link: https://www.workingforessex.com/working-here/pay-reward/
Essex County Council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all employees and volunteers to share this commitment.
We seek the best talent from the widest pool of people as diversity is key to our success.
If you have any queries regarding this role, or require anything further, please email or call us on 0333 013 5888. Lines are open Monday to Friday 08:30 – 16.30.