Social Care Administrator

Client

Local Authority

Job Title

Social Care Admin

Pay Rate

£16.82 an hour PAYE

Hours

35 hours Mon to Fri (09:00:AM - 05:00:PM)

Duration

3 Month Contract

Location

Hybrid working once a week for office in Ealing.

Description

KEY ACCOUNTABILITIES:

To deal with queries varying in complexity in relation to the Councils social services departments Taking into consideration the information gathered and making a decision on how the query can be appropriately responded to bearing in mind the Councils and legislative guidelines. To ensure that all initial enquiries, requests for information, and referrals for Social services are responded to in a professional timely and proactive manner.

* To complete referrals to the appropriate teams by completing an Initial assessment of October 2017 Customer Services need (BICA). Using knowledge experience and discretion to ascertain the level of need and risk and exercise judgement as to when cases need to be escalated/ referred through to the appropriate teams following agreed policies and procedures and legislative guidelines- (Including referral to the out of hours Emergency duty service)with minimal supervision.

* To recognise/identify and escalate issues of potential or alleged abuse in both Children and Adults and to take full and relevant details for the referral and to liaise with the appropriate teams to identify ways of reducing risk within a social care environment. To ensure that accurate and contemporaneous notes are made so that statements can be supplied to Police and if required attend at court.

* In communication with other team members to decide on the priority of referrals received by the team by Fax, E-mail and letter and to establish contact with the referrer or customer within appropriate timescales and ascertain indicative eligibility for services and where appropriate to complete assessments of need (BICA) for referral onto the appropriate service

* To provide detailed advice and information, to both Customers, their families and social care and health professionals on a range of statutory and non-statutory services designed to support the strategic objectives of the departments in relation to vulnerable people and their carers.

* To respond sensitively, tactfully and professionally on the telephone and in writing to enquiries about the service. To respond to and support customers/carers who are upset and angry. To endeavour to assist them in finding alternative solutions to their difficulties and to ensure that customers/carers understand the departmental procedures and have clear and appropriate information on how their case will be progressed and the relevant contact information.

* To compose and draft detailed responses to letters, E-mails as and when appropriate in response to enquires from Customers, Councillors and other professionals giving explanations of services available and appropriate eligibility criteria, and dealing with other routine correspondence from customers and referrers.

* To undertake initial assessment for, and where authorised, order or prescribe equipment and minor adaptations in line with agreed protocols with Adults Services Integrated Commissioning Team.

* To solve problems on behalf of customers by identifying and interpreting problems, generating solutions and taking appropriate action within in social care environment.

* To provide customers with information on the funding and assessment process within Adult Social Care, in line with current policies and procedures.

* To provide signposting, advice and guidance for services that are universally available to support independent living. Using knowledge of services both within the Council and of external agencies

* To ensure that the team's telephones are adequately covered in the event of planned and unplanned absence, liaising with colleagues and reprioritising other workload accordingly. e.g. Assessments of need to be completed and passed through to teams, New referrals received by post, Fax etc to be contacted and assessment of needs (BICA) and indicative FACs to be completed

* To ensure appropriate level of communication and quality of information when dealing with Social care and Health professionals. To confidently provide routine information as well as address sensitive issues.

* To represent the Social services Contact Centre at departmental, interdepartmental and focus groups a well as undertaking presentations about the service to new inductees to the Councils Social services department.

*To be responsible for all daily administrative procedures associated with the running of the Contact Centre, including literature requests, customer surveys, statistical recording, and dealing with referrals and enquiries presented via letter, fax and emails.

*To maintain clear and concise records and statistics. To adhere to procedures and statutory duties in line with national and local policy and practice.

*To use, update and interrogate information systems as required in accordance with service department protocols

*Undertaking regular training within different service areas to expand and update knowledge of council operations and to develop an area of expertise e.g. Dementia, Care management, OT.

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