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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