Social Care Advisor
The Access & Prevention team within Adult Social Care works to support people at the first point of contact for Dudley residents in a call centre environment.
Social Care Advisors main focus will be on timely interventions that will maximise the independence and wellbeing of an individual, as well as interpreting callers needs and initiating appropriate service delivery. This also includes screening for the Integrated Falls Pathway and Carers Network.
The enquiries will be varied both in complexity and needs and may be about all client groups. The role is office-based working closely as part of a multi-disciplinary team with Occupational Therapy, Social Work teams, Care Assessment teams, the Multi Agency Safeguarding Hub (MASH), Dudley Disability Service, Emergency Services and NHS partners.
To comply with Information Standards ensuring that prompt and consistent information, advice and guidance is provided. Adopting an outcome focused conversation to ensure as many enquiries as possible are resolved at the first point of contact. You will advise, signpost and resolve customer enquiries wherever possible in line with the requirements of the Care Act ensuring all information is recorded on our IT systems.
Hours: 37 per week
Salary: Grade 5
Successful candidates will undertake screening of clients or their representative at first point of contact for all new and ongoing referrals for adult social care either via telephone, email or online forms. You will communicate effectively with all internal and external customers and partners.
Use IT & phone systems to collate the necessary client information and resolve enquiries at the first point of contact where possible by advising callers of services available and the eligibility criteria.
Triaging and referring to the appropriate service and signpost to external or internal agencies and organisations when necessary by being Community Information Champions.
Contribute towards the development, performance, quality assurance and continuous improvement of Adults and Integrated Care and contribute to the Council’s aims and objectives within an overall framework that safeguards adults, promote health, independence and wellbeing.
Maintain an up to date knowledge of services in the community and liaise with colleagues within the council and partner organisations to obtain information and access to services.
NB. We reserve the right to close vacancies prior to the advertised closing date should we receive a large number of applications
Online application forms only will be accepted for this vacancy, online facilities for jobs are available at public libraries within the Dudley Borough.
If you have a disability and require assistance in making an application please contact the HR Resourcing Team via HR.Resourcing@dudley.gov.uk
If you are experiencing a problem whilst applying for a position, please follow the link below to the WM Jobs Help Page in the first instance; https://help.wmjobs.co.uk/ If the WM Jobs Help Page does not resolve your issue then please contact the HR Resourcing Team via HR.Resourcing@dudley.gov.uk
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Job Description & Person Specification