Recruitment – Job Summary - Amazon Web Services



|Post Title |Reablement Central Co-ordinator |

|Job Family | |

|Line Manager |Senior Referral and Planning Coordinator |New Role? BCC role |

|Location |Various across the county |

|Job Purpose To triage, plan and co-ordinate the allocation of referrals for the Reablement service to the team to ensure the best use of resources in a |

|cost efficient and effective way |

|Job Context (key outputs of team / role to provide some specific examples of role profile accountabilities) 6-8 bullet points max |

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|Key Outcomes: |

|Partnership working with a variety of health and social care professionals to support service delivery |

|The maximum number of clients are reabled at any one time making optimum use of resources |

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|Examples of Specific Tasks: |

|Making the practical arrangements for allocating services to new clients in the most effective way possible, ensuring all calls are covered and liaising |

|with internal colleagues and referring agencies and professionals |

|Triaging referrals to the Reablement service in a timely and accurate manner, ensuring all necessary information is captured. |

|Provide telephone advice and information to Reablement Workers, clients and carers and families in relation to a range of issues e.g. directions, changes|

|to client need, emergencies, inability to access a client’s home, changes to call times |

|Ensuring that the phone service works efficiently and effectively, dealing with and logging calls and making changes. Co-ordinating the assessment and |

|review process and any other changes to the reablement service in liaison with the relevant managers |

|Ensuring the compliance with policies and procedures, and communicating and clarifying information about client changes and rotas for example |

|Handling enquiries and complaints and resolving at an informal level |

|Knowledge, Skills and Experience |

|(N.B. Only Essential criteria taken into account for job evaluation purposes) |

|Role Profile requirements. |Job specific examples. |Essential |Desirable |

| |(if left blank refer to left hand column) | | |

|Key Responsibilities: (all essential) | | |

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|Knowledge and experience of working in an adult social care setting and providing customer service E.g | | |

|To be involved in the maintenance of an effective and efficient call handling and call allocation service and to | | |

|contribute toward service improvement initiatives focused on increasing clients and revenue. | | |

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|Excellent communication and interpersonal skills. E.g | | |

|Communicating with a wide variety of people in different ways and ensuring that key messages are understood and applied | | |

|Handling sensitive issues relating to client feedback and need and staffing issues | | |

|Good time management and prioritising skills; able to assess competing demands and prioritise effectively. E.g | | |

|To be involved in ensuring effective working relationships with relevant agencies. | | |

|To allocate work to Reablement Workers in the most effective ways and deal with queries | | |

|To respond calmly and effectively to crisis situations | | |

|Motivated to improving services for vulnerable people. E.g | | |

|To be part of a team ensuring services are delivered in line with agreed quality standards and safeguarding legislation | | |

|and CQC requirements. | | |

|To lead by example, taking responsibility for dealing with any issues promptly and escalating where appropriate. | | |

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|Flexible and adaptable to changing environments, processes and procedures. E.g | | |

|Adjusting to changes to policies, procedures and statutory regulations. Disseminating key information to staff in a way| | |

|that is understood | | |

|Literate and numerate. Able to maintain accurate records in the required format. E.g | | |

|To ensure information (e.g. staff and client files) is recorded and stored in the correct formats | | |

|Excellent IT skills; able to maintain accurate records using relevant IT systems. | | |

|Personal resilience and the ability to manage a degree of stress associated with the nature of the role and the service.| | |

|To support the Senior Referral and Planning Co-ordinator as and when required. | | |

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|Other Requirements |

|To work one late shift a week covering out of hours support to Reablement workers and assessors - To work one weekend in 6 covering out of hours |

|Decision Making Accountability |

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|Budgets: |

|Is the role directly responsible for managing a budget? (please specify size and type of budget) |

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|No |

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|Planning and Decisions: |

|What sort of deadlines does this person work to? Specify short, medium, long term |

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|Short term deadlines in terms of dealing with and making routine decisions e.g. triaging of referrals, client issues, staffing and rota issues, requiring|

|an immediate response that may involve re-prioritising other tasks |

|Medium term deadlines in terms of monitoring and managing services and resources, handling changes to service needs, monitoring performance and reviews |

|of assessments and support plans. Supporting the planning and follow up of CQC inspections where appropriate |

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|Is this post responsible for forward planning? Specify to what extent e.g. 6 months or 3-5 year planning  |

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|No |

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|Approximately how many posts are under the role’s reporting line? (including those that are managed directly and indirectly) |

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|None |

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|Which key stakeholders does the post holder have to work with to be successful in their role? |

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|Internal managers, care management, other health & social care agencies, clients and their families and carers, Reablement Workers, Assessors |

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|What are the top 3 key decisions the post holder would be responsible for? |

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|Ensuring that clients are appropriately triaged, allocated and staff are clear about their work plans |

|Dealing with the impact of any changes to service requirements and dealing with any complaints |

|The promotion and development of the service and increasing revenue |

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|What decisions are referred to the line manager? |

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|Client or staffing issues that escalate because of their complexity or an inability to effectively resolve within the service |

|Any safeguarding, CQC or health & safety issues |

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|Contacts: |

|With whom does this post have regular work contact? |

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|Colleague managers, Care Managers and other professionals within the sector, NHS, Community Care Co-ordination Team, Reablement workers and assessors. |

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|For what reason? # delete as applicable and supply more information |

|Receiving or giving information? Y |

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|Giving professional advice? Y |

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|Negotiation? N |

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|Where this is an existing post, please identify the changes to the post since it was last evaluated: |

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|N/A |

|The job involves some travel for business purposes: |

|Organisation Structure (Please attach if available) |

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