Advice and Information Officer
Lewisham
£20/hr
Start date: ASAP
Full time: 35/hrs a week
3 - 6 months contract
Main Purpose of the job:
To effectively respond to adult social care enquiries received within the Adult Social Care Advice and Information Service. To undertake such follow up work, by adopting a strength based approach to contacts, in order to ensure customer satisfaction in reaching a conclusion. This role involves liaising with other sections as needed in accordance with procedures or instructions.
Summary of Responsibilities and Personal Duties:
- To receive, triage and resolve adult social care enquiries using a strength based approach, helping people to help themselves either face to face, in writing or by telephone.
- Provide information and signposted advice to customers about the range of voluntary sector partners and other appropriate community services to help increase levels of customer independence.
- Be familiar with the range of community based support services to help people become more independent, including equipment
- Promote and deliver the highest standards of customer care, which includes offering a professional, friendly, courteous service to contacts
- To complete delegated work tasks thoroughly and timely, and using own initiative, seeking guidance as required
Knowledge
- Knowledge and understanding of key services within Adult Social Care
- Knowledge of adult social care and the needs of older or vulnerable people
- Knowledge of data protection legislation and understanding of
- maintaining client confidentiality.
- Knowledge of welfare rights issues.
- Knowledge of switchboard duties
Demonstrate your Experience of:
- Working and taking customer enquiries on a busy public enquiry service
- Experience of working with adult social care services
- Verbally resolving customer enquiries in a straight forward way
- Dealing with challenging customers
- Using Microsoft Office products and an on-line computer system
- Working to targets and timescales using your initiative
- Able to learn and deliver other services incorporated in Customer Services