Senior Lifeline Control Operator - Lifeline, - Manorfield Road, Driffield, YO JE, United Kingdom - East Riding of Yorkshire Council

Description

The job itself

An exciting opportunity has arisen for a self-motivated individual to support the Lifeline and Responder Management team within the East Riding of Yorkshire as a Senior Control Operator on a permanent basis for 30hrs per week. The nature of this Senior Control Operator Role will require the individual to work 2pm - 10pm x4 shifts, but will also need to be flexible on occasions to meet the needs of the Service which functions 24 hours a day, 7 days a week.

East Riding of Yorkshire Council is committed to Safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all employees to share this commitment. Applicants should have experience of, and a genuine interest in the welfare of the vulnerable and older people.

The Councils Lifeline & Responder Service aims to make available twenty-four-hour support and security for elderly, disabled or otherwise vulnerable persons in their home. The applicants must be flexible to meet the needs of a 24/7 service this will include working weekends, bank holidays to include the Christmas period.

The successful applicant will be part of a small team of Senior Control Operators. They will be responsible for supporting the lifeline Control Operators ensuring they meet our performance targets, ensuring all policies and procedures are adhered to, providing feedback on shifts and performance. They will also be flexible as they will provide cover in the absence of other Senior Control operators in their team in respect of annual leave and other absences.

You will also be required to actively promote Telecare services, your other duties will include answering incoming calls from customers through the intercom system and contacting when necessary relevant emergency contacts, area responders, the Emergency services, statutory and voluntary agencies etc. and keeping records. You will also be required to take out of hour's emergency repairs for council tenants, out of hours Highways, Out of Hours (Social Services calls regarding Adults and Children) and Customer Service Centre calls. Support your team by making decisions that best support our customer.

The successful applicant will be required to communicate with all relevant stakeholders, co-ordinating joint working as required. They will be part of a team but must be able to work without supervision ensuring the continuing high service given to service users. They will also work closely with other staff in the Lifeline & Responder Service and other relevant professionals.

The successful candidate should be enthusiastic and committed to providing a high-quality service, have a flexible approach and the ability to adapt to a changing environment. To undertake this role, you need to be customer focused, have the ability to work with clients with diverse needs, have excellent supervisory, mentoring and organisational skills.

You should be a team player able to demonstrate that you are well organised, and due to the nature of the service have compassion and empathy.

A full working knowledge of answering calls within a telecare monitoring centre is desirable.

A full working knowledge of IT applications including Microsoft Office and service specific software is required and the ability to interpret data to ensure the relevant standards are monitored and adhered to.

Good organisational skills and attention to detail are vital as well as working within specific timescales. The successful applicant must be able to work to, monitor and deliver relevant TSA standards and policies and procedures of the Local Authority.

Excellent communication skills both written and verbal are essential to this role as the role is often the first point of contact for relatives, professionals and the public.

The successful candidate will possess excellent interpersonal skills and the ability to maintain confidentiality at all times.

Interviews will take place either in person at the Manorfield Road Alarm Receiving Centre.