Lifeline and Out of Hours Operator

Job Description

Job Category : Admin & Clerical
Location :Ty Elai, Rhondda Cynon Taf County Borough Council
Hours Per Week : 24.00
Start Date : Immediate Start
Start Time : 00:00
End Time : 23:00
Salary: £14.13

To ensure that all aspects of the service are carried out in accordance with current legislation, regulations, recognised best practice and to achieve specified performance targets.
2. To receive calls from dispersed alarms, which would include additional peripheral alarm devices, sheltered housing schemes and out of hours calls. To handle multiple calls, prioritising based on risk factors and determining appropriate course of action in line with agreed process maps and scripting.
3. To undertake pro-active calls to support regular well being of individuals to meet the overall objective for a proactive preventative approach
4.To provide support to Social Care services within the daytime Contact Centre, and wider Contact Centre functions when the Contact Centre is closed and emergencies arise.
5. To monitor and maintain telecare units for customers within Rhondda Cynon Taf. To update, amend and enter client and equipment details on the appropriate databases and pass to the relevant back office function.
6. To receive emergency calls and act as representatives for other Divisions within the Council during out of office hours, which would include the use of any relevant databases.
7. To receive emergency calls (both community alarm and emergency repair) for Registered Social Landlords and deal with calls as per the procedures detailed in the relevant tier document

knowledge/ Education

Firm commitment to continuous professional development

An understanding of e-services and web development within the Council

Of dealing with Customers

Of using a range of IT applications (including Microsoft suite)

Of interacting with colleagues

*Knows the role of other teams and individuals and uses this to help resolve Service Users’ issues

Supports other team members when required, particularly new team members

*Passes on accurate information to other service areas

Listens to others and actively checks their understanding

Focuses on resolving customer queries quickly

*Anticipates what else a customer might need, and provides them without being asked

Knows what issues they can resolve themselves and when to refer upwards

Has a high level of accuracy and pays attention to details

*Understands data protection and doesn’t disclose private information inappropriately

Is always punctual and ready to start work on time

Takes initiative and can work without close supervision

*Prioritises tasks according to importance for the Council

Always demonstrates that they take pride in representing the Council

*Is resilient and works effectively under pressure