SUPPORT FOR ORDINARY LIVING
JOB DESCRIPTION
SOL CONNECT – Flexi CUSTOMER ADVISOR/ON-CALL RESPONDER
ACCOUNTABLE TO SOL Connect Team Leader
SALARY: £18,869 (£10.08 per hour)
HOURS: 36 hours per week
ANNUAL LEAVE: 30 Days inclusive of public holidays
SOL Connect provide people with an affordable route to independent living through the very latest technology.
We increase the quality of a person’s life by reducing the reliance on paid support and ensuring their continued safety and increased independence through the use of assistive technology.
This post holder will perform a dual role by providing cover for SOL Connect Customer Advisors and On-Call Responder roles during periods of annual leave and sickness.
Customer Advisor
General description
The SOL Connect Customer Advisor is part of the SOL Connect team, whose role is to provide support and assistance to all customers, which includes customers not receiving support from SOL, using the Omniqare technology system.
The post holder is also responsible for leading the out of hours response and ensuring this is sufficient and effective to meet the needs of all customers and staff who may be seeking advice, support, guidance or reassurance.
Main Duties of the Post
· To be responsible for ensuring that the needs of customers are met. This may involve direct contact with the customer in their homes or engagement with members of their staff team or family.
· To respond to emergency calls that may require urgent attention and action.
· To provide good quality, person centred customer service 24 hours per day over 365 days a year
· To deal with customers effectively and professionally
· To maintain a high standard of customer service and a quality response to situations, as they arise, whilst assessing the appropriate level of response required
· To work with the innovative Omniqare Technology systems
· To actively support and encourage customers to ‘connect’ with friends, family, and individuals within and out with SOL.
· To liaise and work in partnership with SOL managers and staff to support the achievement of customer outcomes.
· To liaise with external agencies to ensure a multi-disciplinary response to address customers’ needs when required
· To actively engage in achieving and setting the objectives and targets of SOL Connect.
· To adopt a reflective practice approach that ensures positive engagement with customers at all times.
· To ensure customer data base is up to date and accurate
· To assist SOL Customers in the coordination of their weekly plans
· To monitor & report patterns and trends of customer enquiries
· To provide reports for other department purposes
· To take Lead Responsibility for ensuring the smooth running of each shift at SOL Connect and supporting the Customer Assistant to prioritise activity.
· To engage in any other activity as directed, to ensure the smooth running and development of SOL Connect.
On Call Responder
General description
To provide out of hours support to the individuals supported by the organisation and contribute to the efforts of Support Ordinary Living to fulfil its mission and purpose.
The role is a night shift based role and would require the post holder to react as and when required to requests of support from individuals. The role will be based within the SOL Office.
Main Duties of the Post
· Provide an out of hours response to the people we work for, responding to
o Alarm activations
o Personal Care Requests
o Emergency medical support
o Supports after a fall
o Technical Support
o Safeguarding an individual’s welfare and wellbeing
· Provide support to the SOL Connect team and customers by answering hub calls and providing admin support when not required to offer physical support.
§ To demonstrate a sound knowledge and understanding of Sol’s policies and procedures which apply to the day to day care of the individual. To demonstrate an ability to work in accordance with these.
§ To uphold and safeguard the positive image and reputation of the organisation with all external agencies and contracts.
§ To contribute to the organisational processes and systems for monitoring and evaluating quality of service provided to the individual.
Other Duties/Expectations
§ Ability to understand and work in accordance with the values and principles of SOL and Supported Living.
§ Willing to take up training opportunities
§ Willingness to take part and contribute to the appraisal process.
§ Have a full valid driving licence and access to a vehicle
The on-call responder role will be expected to work from the SOL offices.
PERSON SPECIFICATION
POST: SOL CONNECT
The person applying for the post of within SOL will need to have the ability to……
CARRY THE CULTURE OF SOL…….
§ be a good ambassador for SOL
§ be sympathetic to the values and beliefs of SOL
§ be positive in their outlook and open to new ideas and change
§ be trustworthy
§ welcome responsibility
§ be able to work in a person -centred way and promote the needs of each individual
WORK WITHIN SOL CONNECT TEAM……….
§ be able to work under pressure
§ be a team player who can work well as part of a team, or individually.
§ be responsible and confident in decision making
§ be able to produce work to deadlines
§ be able to provide a service to SOL Customers in a consistent and efficient way
§ be flexible to meet the workload demands of the post, including flexible hours
§ be willing to undertake training, including I.T. systems
§ be reliable and adaptable
SHARE ORGANISATIONAL RESPONSIBILITIES……
§ excellent interpersonal skills
§ respect and maintain confidentiality
§ be Computer literate – working knowledge of systems employed
§ have good organisational skills and ability to prioritise work i.e. time management
§ be able to understand interpret SOL Policy areas e.g. Equal opportunities and the ability to apply these to working practice
§ have a mature outlook
§ good communication skills: verbal/written, and presentation.
§ good problem solving skills
§ be flexible to meet the workload demands of the post