Emergency Duty Service Coordinator

 

Main characteristics

Location

Ipswich, Suffolk

Company

Opus People Solutions Ltd

Salary

£13.69/hour

Employment type

Temporary

Category

Customer Services

Job summary

Emergency Duty Service Coordinator

Hourly pay: £13.69 per hour

Length: temporary 12 months with possibility of going temp to perm

Full or part time positions available (out of hours - Service operation from Monday - Thursday 17:24 - 8am and Friday 16:24 - Monday 8:00)

This position can be worked from home or at an office base, there will be the requirement for office working when training and for team meetings.

Job Details

Opus People Solutions are excited to advertise an exciting opportunity to join the Suffolk County Council's (SCC) Emergency Duty Service (Out of hours Team) as an Emergency Duty Service Co-ordinator working from Beacon House.

Would you like to work in an incredibly varied, challenging and rewarding role?
Are you passionate about making a positive difference to the lives of children and adults in Suffolk?Your role

You will be the first point of contact for social care enquiries relating to Suffolk residents, including adult services, Children and Young People's services and Mental Health referrals. The post holder will be expected to manage across different contact channels (telephone and email) and multi-task while providing exceptional customer service.

The post holder will be responsible for dealing with a wide range of people with a variety of queries and demands of differing complexity. Some contacts will be from vulnerable individuals and the post holder will be expected to use their skills and knowledge to support customers to achieve the best outcome, in line with Suffolk's organisational values, drivers and operating models.

The post holder will be responsible for a seamless transition between day and night services enabling the Council to fulfil its statutory duties to vulnerable adults, children, and families.

This an exciting opportunity for anyone wanting to gain experience within Social Care, this is an opportunity to develop knowledge and support those in the community.

Your responsibilities:

Act as the first port of call for the public for enquiries relating to children and families, vulnerable adults & mental health concerns.
Act as the first port of call for professionals in accessing social care services both in and out of hours.
Communicate effectively with customers by demonstrating listening skills and using appropriate questioning techniques to promptly and accurately identify the reason for the customer contacting social care.
To maintain effective use of customer information systems and databases to ensure high quality and accurate recording and data quality.
Working quickly and effectively to ensure information is passed to the appropriate team or worker as soon as possible.
Provide accurate and effective advice and guidance to customers on the interpretation of agreements/directives/policies/procedures, always seeking clarification where unsure in order to provide accurate advice. You will need

Good level of literacy and numeracy skills.
Evidence of continued professional development.
Relevant compute literacy (Explorer, Chrome, Word, Excel, Outlook)What kind of experience is required?

Ability to problem solve and define a problem systematically.
Excellent Customer Service skills
Demonstratable understanding of data protection & safeguarding legislation.
Diligent case recording and record keeping skills.
Ability to clarify tasks and prioritise work to achieve deadlines.
Ability to make decisions in pressurised situations.The Team

We will offer an in-depth training plan, both online and face to face. You will be supported by a mentor throughout the start of employment as well as direct line manager. Team Leaders will be available at all times should you have any questions.

We will offer you

Valuable experience working with Adult and Community Services / Children and Young Peoples services
Career development and support
Opportunities to expand on knowledge, shadow other teams, training sessionsShift requirements

The Emergency Duty Service is a team that works out of hours and includes a range of the following shifts:

Monday - Thursday:
17:00 - 22:00
17:30 - 23:00
23:00 - 08:00 (overnight, 20% additional pay for hours 12am - 6am)

Friday:
16:00 - 22:00
22:00 - 07:00 (overnight, 20% additional pay for hours 12am-6am)

Saturday / Sunday:
07:00 - 12:00
08:00 - 13:00
12:00 - 18:00
13:00 - 18:00
18:00 - 22:00
22:00 - 07:00 (overnight, 20% additional pay for hours 12am-6am)

All Co-ordinators will be asked to provide their availability to the EDS Team Leader and Business Support Officer a few months in advance so that ROTA's can be published.

As this is an out of hours position,there is the requirement to work a range of shifts (evenings,overnights and weekends). This will be shared between Co-ordinators as fairly as possible.

As this is an out of hours position,Co-ordinators will be expected to work bank holidays