The postholder will work as part of a team providing the first point of contact for e-mail and overflow of telephone calls for the Adults Team. Contact will be from the public, service users and other internal and external professionals and organisations.
Provide information and advice to customers on complex multi-agency issues relating to Adult Social Care, Safeguarding, Health, Disability, Community Services, Benefits and Housing/Children Services, Safeguarding, Education.
Process referrals, e.g. from the Ambulance, Fire and Police Services, Professionals/Providers and Safeguarding.
Interrogate and interpret online information, guidance documents and the use of the Adults Information Systems, (AIS). Wherever possible all interactions will be resolved at the first point of contact. Use both formal procedures and own judgement to identify if the enquiry requires further consultation or routing to a specialist within the team.
Record in the appropriate system all customer data and service requirements and where required workflow to the appropriate individual or team.
Use electronic feedback process to report any information that is inaccurate/absent from systems and/or website and to make suggestions for improvements to the presentation or functionality of systems used.
Keep up to date with any changes to the Adults Service.
Liaise with staff within the Service where there are discrepancies in information available on the Council’s websites.
Promote and encourage the use of digital services by customers wherever possible and appropriate.
Deal with all contacts in line with the Council’s policies and procedures, e.g. Equalities and Diversity, and relevant legislation, e.g. the Data Protection Act or Freedom of Information. All data recorded must be relevant and accurate.
Adhere to the Internal Customer Contact Working Practices.
Follow processes and procedures to meet required deadlines.
There will be regular contact with internal professionals and professionals in external businesses/agencies, e.g. other local authorities, Police, County Councillors.
Will interact with people who need to access services for a variety of reasons, many of which are potentially sensitive, e.g. because of social deprivation, recent bereavement or dissatisfaction with a received service. Consequently, they may be exposed to customers who are aggressive, rude or distressed. There is a need to deal with these customers in a tactful, courteous and professional manner, referring to relevant processes to support in an emergency.
Deal with potential contact from any member of the public and professionals. Contacts will be for SCC Adults Service, which requires the postholder to keep up to date with a wide breadth of processes some of which will be statutory processes and be of an urgent nature.
Approximate contacts for the Contact Centre are in the region of 300,000 per year.
Will be required to learn and use a range of business systems whilst undertaking their duties, e.g. AIS and keep up to date with any changes to these systems or processes.