Social Care Advisor

Job Details

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, Carers Network and other Preventative Services.

The enquiries will be varied both in complexity and needs and may be about all client groups. The role is office-based with home working on a rota basis, 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 strengths-based 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.

The role:

Hours: 37 per week (full time permanent)

Salary: Grade 5 - £26,403 per annum

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 in a contact centre environment; 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.

For further information please contact the recruiting managers via email: [contact hidden]

Workplace Attendance: Working in the office 3+ days a week (pro-rata) or Onsite full time

So that we can demonstrate Dudley’s commitment to diversity and inclusion and to improve bias in the recruitment process that could create barriers for candidates. Your personal data will be anonymised when you apply, to ensure that you comply with our anonymisation process, please ensure you have removed your name and date of birth from any attachments prior to uploading them to your application.

Online application forms will only be accepted for this vacancy, online facilities for jobs are available at public libraries within the Dudley Borough.

All applicants must be able to provide documentation to prove their right to work in the UK.

Please note: Dudley MBC does not currently offer sponsorship for candidates without the Right to Work in the UK.

If you require support completing an online or paper application form and or interview techniques, please contact Dudley Adult and Community Learning on [contact hidden] or [contact hidden] who can support with Digital Skills and Job Applications.

If you have a disability and require assistance in making an application please contact the HR Resourcing Team via [contact hidden]

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 [contact hidden]

Dudley Council will check the information that you have provided against any details already held for accuracy and completeness. The Council will check, share and cross match your information both internally within the council and with external organisations to protect public funds and prevent or detect crime, only where the law allows us to do so.

The Council’s full Privacy and Disclaimer Statement can be accessed on the website at   https://www.dudley.gov.uk/privacy-disclaimer-statement/

N.B. We reserve the right to close this vacancy prior to the advertised date should we receive a large number of applications

Company

*Top tip when applying – As we’ve got a new recruitment system the application process has changed a little and we hope you’ll like it!*

*You’ll first need to register and create a profile the first time you apply.*

*Creating your profile will enable you do things such as track your application progress, view emails you’ve received from us and manage communication preferences, manage your interview bookings and offer information if successful.*

About Dudley Council

It’s an incredibly exciting time to work in Dudley Council as we embark on numerous multi-million pound regeneration schemes which will be real game-changers for the borough. In addition to the exciting schemes such as the Midland Metro we also have the ongoing and very serious challenges of ensuring vulnerable people across the borough receive the services they deserve.

At Dudley Council we have a ‘one council’ ethos that builds an effective and dynamic organisation which grows the economy and creates jobs, creating a cleaner and greener place and supports stronger and safer communities.

We are rightly proud to be the historic capital of the Black Country and, working with our partners, Dudley Council is also committed to looking forward and helping to deliver our borough vision of ‘Forge a Future for all’ www.dudleyboroughvision2030.org.uk

We ensure communities influence council decisions and are committed to delivering services in partnership with communities.  We provide flexible and responsive service in partnership and help communities help themselves.

In joining a local authority that serves 320,000 residents you will become an integral part of a council that:

• is ready to embrace change, providing an environment in which you will be encouraged to make your mark

• is aware of its key challenges and the need for a new energy to innovate the council, in order to find cost effective ways of delivering services

• has aligned its political and managerial leadership structures and is committed to protecting, securing and transforming the lives of children, families, the vulnerable and older people

• wants borough residents to have their say through our community forums

• dedicates time to meaningful consultation and listen to the views of our residents

• is working with the community to encourage active involvement of our residents

We want to leave a legacy of a better future for the borough that reflects Dudley borough’s potential and harnesses the ambitions of the people we serve. For more information see our Council Plan www.dudley.gov.uk/council-community/plan-policies-and-strategies/council-plan, Dudley Borough Vision for 2030, Forging a Future for All www.dudleyboroughvision2030.org.uk and key information about the borough and its communities at All about Dudley Borough www.allaboutdudley.info