CARERS SUPPORT CENTRE

JOB DESCRIPTION

Job Title:Carers Online Support Worker

Responsible to:Carers Support Manager

Pay scale/rate of pay: NJC Scale Rate 22-25 (starting salary £20,015 pro rata)

Term:18 month fixed term contract

Hours:30 hours (spread over5 days)

Place of Work:Carers Support Centre with opportunity for home workingtoo

Aims of the post

To improve carers’ well-being and resilience by developing:

  • An online information and advice service for carers in Bristol and South Gloucestershire.
  • Resources for the Carers online service and other areas of Carers Support Centre provision.

Main tasks

To:

  1. Provide a next working day response to incoming emails from carers requesting information, advice and support.
  2. Provide emotional and practical support through personally tailored replies to carers’ emails.
  3. Signpost and refer carers to other appropriate services.
  4. Research and developinformationfor factsheets and website content to address frequently asked questions from carers.
  5. Work alongside the telephone advisers on CarersLine in providing an efficient service in a timely and coordinated way.
  6. Maintain appropriate records of all work undertaken.
  7. Identify trends and gaps in services for carers.
  8. Provide monitoring information, case studies and reports as required, including contributing to social policy work through unresolved issues log.

General

To:

  1. Ensure that all work is carried out in accordance with Carers Support Centre guidelines, policies and procedures
  2. Undertake any other duties commensurate with the grading of the post, as agreed with your line manager

PERSON SPECIFICATION

ESSENTIAL

Experience/Knowledge

  • A good understanding of the needs and issues facing carers
  • Experience of providing advice and information in a variety of formats
  • A good knowledge of the health and social care sector

Skills

  • Excellent written and verbal communication skills
  • Excellent IT and a demonstrable ability to research online, both efficiently and effectively
  • Good organisation skills and attention to detail

Attributes

  • Ability to establish good working relationships with staff, volunteers and external agencies and organisations
  • Commitment to equal opportunities and diversity

Personal style and behaviour

  • Flexible, respectful of colleagues and adaptable
  • Open, communicative and approachable to all staff across the organisation, irrespective of role or seniority

DESIRABLE

  • Knowledge of current legislation as it affects carers
  • Knowledge of local health and social care structures and provision
  • Experience of providing advice and information via email
  • Knowledge of welfare benefits; carers rights; community care and care home provision; support for independent living

Carers Online Support Worker JD and PS Feb 2016