Job Details
DUTIES
- To deal with telephone, written, emailed enquiries and respond appropriately to customer enquiries, complaints, requests for information and service requests.
- To assist customers in their understanding and completion of relevant documents forms, applications and registrations, over the telephone, including where appropriate addressing their special needs (disability, translation, interpretation requirements etc)
- It is envisaged that staff within First Response will also be able to initiate the following:
- Refer to other agencies
- Order equipment for clients (following training)
- Amend referrals
- Screen referrals to gather further information
- To process referrals and apply agreed eligibility criteria. This will involve collecting extra information form the referrer, service user or carer where appropriate.
- To accurately record detailed referrals, specifying client’s needs.
- To work within agreed procedures, particularly those in relation to alleged safeguarding adults.
- To provide information and advice to members of the public from diverse backgrounds, requiring care across a range of client groups Older People, Physical Disability and Occupational Therapy.
- To liaise with other departmental and non-departmental services and partner agencies as required.
- To sign post members of the public to access other services where appropriate.
- To ensure that the Duty Manager is kept fully up to date with operational issues.
PAY
£18.76 umbrella
