Job Family - Amazon S3
|Job Family |People Care |
|Pay Range |7 - Officer |
|Reference |PC07O |
|Purpose |
|To manage and progress a large and complex caseload to maintain or improve the wellbeing of clients. May work in a specialist field. |
|Service to Customers |
|Accountability |End Result |
|Conduct and review statutory and / or complex / |Accurate identification of clients’ eligible needs. |
|specialist assessments in a range of circumstances to | |
|determine intervention / referral to the appropriate | |
|service. Investigate and refer particularly complex | |
|and high risk situations to the relevant authority. | |
| |Relevant responsible Authority is informed according to procedure. |
| |Care plans are effectively formulated and delivered. |
|Assess and manage the risk associated with |Any hazards that exist or that may develop are determined. |
|professional practice. Consult as necessary on issues | |
|with wider implications | |
| |Action taken to mitigate immediate risk and control future risk potential. |
| |Issues / cases are escalated as appropriate. |
| |Risk to the health, safety and wellbeing of clients and the public is effectively reduced. |
| |Vulnerable individuals are protected. |
|Manage and review the progress of complex and high |Provision of agreed intervention is effectively delivered / co-ordinated to support clients|
|risk cases. Critical advisory role in case management |to the required standards. |
|and determining interventions. Plan, deliver and | |
|monitor the appropriate interventions. | |
| |Third sector organisations are utilised where appropriate. |
| |Cases are managed in line with quality, national and legislative standards. |
| |Actions taken are appropriate to the known circumstances |
| |Clients are supported to achieve their identified outcomes. |
| |Clients assessed needs continue to be evaluated. |
| |Action is taken on any risks identified. |
| |Advice, guidance, therapeutic interventions, and / or direct support to clients are |
| |provided. |
| |Implementation of statutory duties where required. |
| |Advice and guidance is sought when required. |
|Provide professional advice and guidance to colleagues|Professional advice and interpretation is provided on procedures, policy, legislation, |
|and partner agencies |systems, methods etc. |
| |Case information is shared as appropriate. |
| |Assessments (including specific risk assessments) / reviews / conferences undertaken by |
| |supervisee’s are professionally supervised and approved. |
| | Represent the views of the client when appropriate. |
|Work with other professionals and services to provide |Optimum and effective provision of services. |
|a seamless support service. Liaise with other agencies| |
|on operational issues and to ensure effective service | |
|delivery. | |
| |Clear, accurate information is collated / shared via the most appropriate channel. |
| |Decisions taken are informed by up to date, accurate information and legislation. |
|Ensure all required records and documentation are |All required records / information are accurate, up to date and in the correct format and |
|properly maintained. |location. |
| |Clear record of actions, circumstances and decisions are provided, |
| |Information is managed in compliance with legislation and best practice. |
|Research information to support and develop services |Appropriate information sources are identified and used. |
|for the client group. | |
| |Evidence based recommendations are made. |
|Prepare reports for internal and external use. |Reports are prepared, distributed / presented to the required standards and timescales. |
|Carry out all duties with an awareness and |Work complies with all safeguarding policies and procedures that apply to the role. |
|understanding of the Safeguarding requirements within | |
|the area of responsibility. | |
| |Behaviours and actions support the safeguarding of children, young people or vulnerable |
| |adults as appropriate. |
|Job Specific Options |
|Represent the service at court / tribunals etc as |Reports are presented effectively. |
|required. | |
| |Evidence to support the well-being and security of vulnerable individuals is provided. |
| |Information is provided concerning the conduct and actions of the service. |
| |Professional advice to legal representatives is provided. |
|Business Improvement |
|Identify additional service requirements or service |Improvement opportunities are identified and recommended. |
|shortfalls and recommend solutions. Support | |
|initiatives to improve business processes and | |
|performance. Contribute to policy and service | |
|development. | |
| |Agreed improvements are developed, delivered and evaluated. |
| |Stakeholder requirements and improvement targets are met. |
|Lead smaller projects, or contribute to larger |Projects are delivered to agreed specification, timescales and budgets. |
|programmes which utilise professional knowledge and | |
|expertise. | |
| |All project documentation and reports are completed correctly. |
|Colleagues, Self and Partners |
|Proactively develop professional knowledge, skills and|Participate in the Delivering Successful Performance process. |
|behaviours. | |
| |Maintain an evidence log for achievement against objectives, behaviours and learning |
| |activities. |
| |Take responsibility for identifying and pursuing own development needs. |
|Supports others in their development. |Identify any changes that may impact upon the service / profession. |
| |Contribute to the development of others (e.g. through sharing knowledge, skills and |
| |experience, acting as a coach or mentor, or providing feedback). |
| |Assess the professional practice, of others to ensure required standards are achieved. |
|Plan / co-ordinate / deliver training activities which|Training is effectively planned and developed. |
|support knowledge sharing both internally and | |
|externally, where appropriate. | |
| |Training is effectively delivered and evaluated. |
|Build good working relationships with all |The reputation of the service is maintained or enhanced. |
|stakeholders. Professionally represent the service | |
|area | |
| |Communications are clear, well planned and effective. |
|Support partnership working within area of |Partnership working with all stakeholders is supported to produce positive outcomes. |
|responsibility. | |
| |Knowledge of best practice is shared. |
|Provide support to a corporate emergency response in |Support is provided in response to a management request which is reasonable with regard to |
|exceptional circumstances. |both the job and the job holder’s circumstances. |
|Managing Resources |
|Contribute to service /business planning as required. |Plans are accurate and completed to the required timescales. |
|Monitor and report on delivery of service plan / |Quality, performance and / or management information is provided accurately to the required|
|performance indicators for area of responsibility. |timescales. |
| |Supplier / delivery partner performance is monitored. |
| |Appropriate action is taken to address issues or escalate as necessary. |
|Ensure interventions are timely and cost effective. |Value for money is achieved. |
|Act in accordance with all policies and procedures |All work meets the required standards. |
|which apply to the job and understand the reasons for |All policies and procedures are complied with. |
|this. | |
|Carry out all duties and responsibilities with |Work is carried out in a way that is safe and without risks to health. |
|reasonable care for the health and safety of ourselves| |
|and others and report any potential hazards or unsafe | |
|practices to line manager. | |
|Job Specific Options |
|Co-ordinate the work of others. |Work is allocated and scheduled appropriately. |
| |Induction, training and mentoring of others are supported effectively. |
| |Allocated work is carried out to deadlines and to the required standards |
| |Professional supervision is provided. |
| |Performance management is supported. |
|Contribute to budget / resource planning and |Finances / budgets / resources are planned and / or monitored as required. |
|monitoring within area of responsibility. | |
|Provide financial advice and / or assessments to |Financial assessments / advice are accurate and complete. |
|support service provision and/or individual clients. | |
| |Commissioning issues are actioned appropriately. |
|Co-ordinate the preparation and submission of bids for|All documentation is completed correctly. |
|short and long term funding. | |
| |Ideas for funding are generated. |
| |Funding is successfully obtained. |
|Values and Behaviours |
|AMBITIOUS - about what's possible |ACCOUNTABLE - for our actions and decisions |
|Example behaviours: |Example behaviours: |
|Is positive and optimistic |Is performance and outcome led |
|Anticipates future needs |Keeps people informed |
|Looks for ways to do things differently |Delivers on promises |
|Embraces change and new ideas |Takes responsibility and ownership |
|Builds on experience and adapts |Makes tough decisions and difficult choices |
|Is risk aware not risk averse |Is clear about boundaries |
|Looks for opportunities to develop and learn |Sets and reviews priorities regularly |
|Is agile and quick to act |Exercises sound financial management |
| | |
|Example behaviours towards others: | |
|Inspires positivity in others |Example behaviours towards others: |
|Listens openly to others' ideas |Does not pass the buck |
|Supports others' enthusiasm |Is able to put themselves in others' shoes |
| |Sets clear expectations |
| |Communicates priorities clearly |
|CARING – in our approach |COLLABORATIVE - in the creation of solutions |
|Example behaviours: |Example behaviours: |
|Demonstrates empathy and shows they care |Seeks out others' who share the same outcome |
|Values others' perspectives |Actively seeks the views of the customer |
|Uses emotional intelligence |Involves all stakeholders |
|Treats others with respect |Builds relationships across the organisation |
|Responds to feedback |Manages through effective project management |
|Adapts style appropriately |Builds the right team at the right time |
|Is passionate about what they do |Establishes clear roles and responsibilities in the team |
| | |
| |Example behaviours towards others: |
| |Shares own knowledge and experiences openly |
| |Is enthusiastic about contributing to others' priorities |
|Example behaviours towards others: |Respects others' knowledge and opinions |
|Seeks to understand others' views | |
|Listens to others' opinions to inform decision making | |
|Gives and earns trust and respect | |
|Note: the behaviours shown above should be applied in the context of the overall role profile. They are examples and not an exhaustive list. |
|Nature of Contacts |
|Diverse internal and external contacts, to interpret policy and legislation and provide advice and guidance on complex issues within own specialist|
|area. Respond to escalated and complex queries. Coaching responsibility for colleagues and others. |
|Work directly with clients, the work has significant implications for the well being of individual clients. |
|Chair meetings of internal / external partners and other agencies to manage complex cases. |
|Ability to build trust and confidence with clients, client groups, colleagues and partners. May need to manage challenging behaviour and |
|situations. |
|Interaction with others and the ability to influence and motivate are fundamental to the role. Sensitivity, persuasiveness, negotiation and |
|assertiveness skills are required to communicate with diverse audiences in emotive circumstances. |
|Procedural Context |
|Responsible for meeting performance standards within an overall quality framework. Plans own time and co-ordinates the work of others. Work |
|autonomously, but with professional supervision and advice available. Plan, organise and deliver interventions and actions. Responsible for |
|professional advice, assessments or referrals. |
|Exercise professional judgement in assessing risk to clients or others and quality assurance of service. Requires the ability to proactively |
|anticipate problems, identify issues and recommend solutions through the application of acquired knowledge. Manage a large, complex and varied |
|caseload within a framework of policy and procedures. Subject to professional supervision, to ensure compliance with standards, regulations and |
|procedures. |
|Use initiative to deal with complex issues and respond appropriately in an unpredictable work environment. May involve isolated working outside |
|core hours. |
|Contribute to procedures, policy, service improvements and development. Support partnership working with a range of agencies and extended services.|
|Promote and develop good practice. |
|Key Facts and Figures |
|May have a large number of complex cases running concurrently. |
|Enhanced CRB disclosure will be required. |
|Knowledge, Skills and Experience |
|Minimum of 2 years post qualification experience of working in the service area / related profession field, with evidence of work responsibilities |
|appropriate to the role and evidence of appropriate professional expertise. |
|Extensive knowledge of service / professional field. |
|Detailed knowledge of the relevant range of procedural and legislative frameworks, systems and initiatives. |
|Experience of multi-disciplinary and partnership working and awareness of the issues involved. |
|Experience of chairing meetings and leading working groups. |
|Planning and workload management skills. |
|Investigation and risk management skills. |
|Proven ability to carry out complex client risk assessments. |
|Experience of using professional knowledge to work within referral systems according to established criteria. |
|Knowledge of the cost of resources and implications for service delivery. |
|Proven ability to work with challenging client groups and situations. |
|Excellent interpersonal and communication skills. |
|Proven experience in supporting and developing other professionals. |
|Ability to plan and deliver training. |
|Accurate record keeping and report writing. |
|Good presentational skills. |
|Knowledge of financial assessment processes. |
|Good ICT skills including use of Microsoft applications and specialist systems |
|Where the role is customer-facing and the post holder is required to speak to members of the public, the ability to converse at ease with customers|
|and provide advice in accurate spoken English is essential for the post. |
|Indicative Qualifications |
|Educated to degree standard or equivalent |
|Relevant professional qualification; registered with HCPC or NMC. |
|The above profile is intended to describe the general nature and level of work performed by employees in this role. It is not intended to be a |
|detailed list of all duties and responsibilities which may be required. This role profile will be supplemented and further defined by annual |
|objectives, which will be developed in conjunction with the post holder. It will be subject to regular review and the Council reserves the right |
|to amend or add to the accountabilities listed. |
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