Contact Officer

Newcastle City Council; Newcastle upon Tyne; On-site; GBP 21,000 - 27,000; Full time

Job summary

Newcastle City Council’s Adult Social CarePoint seeks a Contact Officer to be the front line for adults seeking social care support in Newcastle. You will respond to enquiries, screen cases, signpost to services and make referrals in a fast-paced, office-based role that operates 8am–5pm on a rota basis.

You will work with residents, carers and professionals, using professional judgment and strong communication to provide confidential, sensitive responses while following local policies and

Qualifications

• Excellent verbal and written communication skills.
• Able to gather and record information accurately and concisely.
• Good IT skills; training in relevant systems provided.

Responsibilities

• Respond to enquiries at the first point of contact and screen appropriately.
• Identify needs and risks; determine referrals to Adult Social Care or other services.
• Gather and record information clearly and concisely.
• Respond sensitively to residents with diverse needs.
• Provide information, advice and signposting.
• Progress enquiries to achieve timely outcomes.
• Update support plans and liaise with care providers and our finance team.
• Use IT systems to record interactions accurately.

Skills

Verbal communication

Written communication

organisation

Tools

IT systems

Job description

Adult Social CarePoint is looking to recruit a Contact Officer to join our busy and supportive team.

Adult Social CarePoint is the first point of contact for people accessing adult social care across Newcastle. Contact Officers play an important role in responding to enquiries, identifying needs and risks, providing information and advice, signposting people to appropriate support, and making referrals to relevant services, organisations and professionals.

This is a varied and fast-paced role where every day can bring different situations and challenges. You will communicate with residents, vulnerable adults, families, carers, professionals and partner organisations, providing a professional, sensitive and helpful response.

What you will be doing

• Respond to enquiries at the first point of contact and undertake appropriate screening.
• Identify people's needs and risks and determine when a referral to Adult Social Care or another service is appropriate.
• Gather and record information accurately, clearly and concisely.
• Respond sensitively to people who may have a range of emotional, physical, communication or mental health needs.
• Provide appropriate information, advice and signposting.
• Progress enquiries to help achieve appropriate and timely outcomes.
• Update support plans and liaise with care providers and ourfinance team
• Use relevant technology and IT systems to record interactions accurately.

The role is office based, with work undertaken over the telephone. Adult Social CarePoint operates between 8am and 5pm, with staff working on a rota to ensure these hours are covered.

About you

We are looking for someone with excellent verbal and written communication skills who can communicate confidently, professionally and sensitively.

You will need to be organised, able to gather and record information accurately and concisely, follow procedures and guidance, and use your judgement when screening and triaging enquiries. Good IT skills are important, although training in relevant systems will be provided.

The work can sometimes be challenging, so you will need to remain calm, professional and compassionate, particularly when supporting people who may be vulnerable, distressed or experiencing difficult circumstances.

An understanding of the Care Act and Local Authority social care policies and procedures would be beneficial.

Most importantly, we are looking for someone who is committed to providing a positive experience for people contacting Adult Social CarePoint and who enjoys working as part of a supportive multidisciplinary team.

Our team

You will work alongside Contact Officers, Social Workers, Social Care Assessment Officers, MDT Therapists and Team Managers, with regular supervision and support available within the team.

If you are looking for a varied and rewarding role where you can make a real difference to people accessing adult social care in Newcastle, we would be pleased to hear from you.

We are committed to protecting and promoting the welfare of children, young people and vulnerable adults and expect all staff to share this commitment. This post is working in regulated activity. If you are successful we will undertake additional recruitment checks which will include a check to see if you have had any criminal convictions, a check of police information and we will check the barred list(s). It is a criminal offence for a barred individual to apply for a job in regulated activity.

For an informal discussion about the role please contact Dianne Little Supervisor, or Jill Griffiths Team Manager on 0191 278 7878.