Out Of Hour Call Advisor

Job Purpose

To provide support and point of contact for all staff and clients during the on call period.

To plan and organise resulting changes in the work of the care and support workers in the most effective manner, whilst maintaining as much continuity of care for clients as possible.

Ensure that CQC national minimum standards are met.

To ensure that clients are serviced by appropriately trained staff with skills relevant to meet their needs.

To communicate effectively with staff, clients and relevant partner agencies thus maintaining a quality driven service

Key Tasks

1. To answer the telephone and complete call to a satisfactory conclusion. Ensure that all appropriate issue are reported to the Manager or Team Leader.

2. To respond effectively, using Somerset Care policies, to urgent situations e.g. Contacting District nurses, GP and other partner agencies, Vulnerable Adult issues and No Response.

3. To support planning staff in all bases by making suggestions for improvement to rotas to increase their effectiveness.

4. To establish communication channels with community staff where appropriate and attend team meetings periodically during office hours.

5. To ensure that any changes to allocation of work are programmed effectively in a timely fashion always being aware of the need to prioritise Time Critical calls.

6. To establish relationships with the Initial/Rapid Response team and ensure referrals are acted upon effectively, within contracted timescales

7. To ensure that staff absence/amendment during the out of hours period are recorded appropriately on Home Care Roster (HCR) and that any planned absences are referred to the local base during office hours.

8. To ensure that any incidents are recorded in HCR journal, Polar and a summary of on call activity and any

issues is reported in a timely manner to each base

9. To keep the IT system fully up to date with any occurrence during the shift.

10.To ensure that exceptions to service delivery are recorded and reported to either the Manager or Team Leader.

11. To be able to work the following shifts. 6pm - 11pm Monday to Friday and 7am -11am on Sunday.

Training

To undertake training and development appropriate to the role.

Customer Care and Satisfaction

To liaise with staff, clients, commissioners and other professionals in a professional and helpful manner.

General

· The Company Induction will give you the skills and knowledge to understand your role.

· You will attend regular review meetings, annual appraisals, team meetings, training courses and follow-up refresher courses as required.

· To participate in regular supervision, and annual appraisal meetings.

· Undertake other such duties as may be required by the Manager or Supervisor.

· You will maintain a professional and hygienic appearance.

· You will work in line with the policy on Infection Prevention and Control, according to your role.

Equal Opportunities

To promote and act at all times in accordance with the Company's Equal Opportunities Policy.

Confidentiality

Your attention is drawn to the confidential nature of this post. Disclosures of confidential information or disclosures of any data of a personal nature can result in prosecution for an offence under the Data Protection Act 1984 or an action for civil damages under the same Act in addition to any disciplinary action taken by Somerset Care which might include dismissal.

Health and Safety

Under the provisions contained in the Health & Safety at Work Act 1974, it is the duty of every employee;

· To take reasonable care of themselves and for others at work.

· To co-operate with the Company, as far as necessary, to enable them carry out their legal duty.

· Not to intentionally or recklessly interfere with anything provided (including personal protective equipment) for health and safety reasons or welfare at work.

· To report any accident or untoward incident, to take appropriate remedial action as appropriate and to report fully to your Manager or Supervisor.

· To ensure that all appropriate risk assessments are in place.

Please Note: This job profile is not an exhaustive list of duties, but is intended to give a general indication of the range of work undertaken and will vary in detail in the light of changing demands and priorities within the Service. Substantial changes in the range of work undertaken will be carried out in consultation with the postholder.