Tele Care Response Centre Operative Nights - REQ004039

INTERNAL ONLY VACANCY. This post is open to existing Leeds City Council employees only. Applications will not be considered from external candidates.

Job title: Tele Care Response Centre Operative Nights

Salary: C1 £28,598 - £31,022

Hours: 28.50 hrs average per week over a 6 week rota

Contract: Permanent

Location: Assisted Living Leeds, Clarence Road LS10 1LZ – Office based

** Internal Applications Only **

As a Response Centre Operative (night shift), you will thrive on being part of a team ensuring the alerts from the telecare equipment is answered and the appropriate action taken, working with the different teams in the service to support people to remain safe at home. You will be required to work from base at Assisted Living Leeds and will be required to work 10.00pm until 7.30am you will be required to work a 6 week rota.

Leeds City Council is one of the largest employers in the region with over 14,000 employees. We seek to recruit and develop talented individuals who embody our council values and ambitions.

About you

As a Response Centre Operative (nights), you will bring to the role:

Knowledge of the applications, systems and IT programmes and being able to accurately record and retrieve information.
The ability to deal with stressful situations in a sensitive and appropriately way.
Well-developed interpersonal and communication skills and the ability to work with a range of audiences.
The ability to prioritise workload and conflicting demands.
An understanding of Alarm Receiving Centre equipment.

About the role

Leeds City Council’s provision of telecare is called Leeds Tele Care Services, offering five packages each providing a range of sensors, alarms, and monitoring systems which can be tailored to meet the individual’s needs. Leeds Tele Care Services helps people live independently and safely in their own homes – while providing much-needed reassurance to family members, friends, and carers.

The service works closely with West Yorkshire Ambulance Service to support falls response service.

As our next Response Centre Operative (nights), you will join a night team supporting tele care customers to remain safety at home and receiving the appropriate help when needed.

The role is integral to our Tele Care team so that the safety of customers is paramount, and family/carers are kept informed of any situations which occur.

Whatwe offer you:

We take pride in offering the best employee experience, with benefits including:

a competitive salary and annual leave entitlement plus statutory holidays
membership of the West Yorkshire Pension Fund with generous employer contributions
a clear career pathway and continuing professional development opportunities.
a range of staff benefits to help you boost your wellbeing and make your money go further

How to apply

Please complete the online application form.

Read our guidancefor further advice. Please check your information carefully and ensure you complete all sections before submitting your application.

If you have any queries or would like an informal chat about the role please contact:

Jon Skirrow -Tele Care Operational Manager,

Call 07891 276266, or email jon.skirrow@leeds.gov.uk

Jessica Dickinson, Tele care Deputy Operational Manager,

Call 07595210951 or email Jessica.Dickinson@leeds.gov.uk

We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults.

A Disclosure and Barring Service (DBS) check against the Children’s or Adults’ barred list as applicable will be carried out on preferred candidates. Read our recruitment of ex-offenders policy.

We welcome applications from everyone and actively seek a diverse range of applicants from all backgrounds and cultures. We particularly encourage applications from, but not limited to, women, carers, veterans as well as LGBT+, ethnically diverse, disabled and care experienced people. 

 This role is based in the UK. Home Office guidance states that candidates must evidence their right to work in the UK prior to commencing employment, either as a UK or Irish citizen, under the EU Settlement scheme or having secured any other relevant work visa.

If you do not have the right to work in the UK, you must consider your own eligibility for sponsorship for a particular role through the Skilled Worker visa route before applying. To be eligible for sponsorship you'll usually need to be paid the standard salary rate of at least £41,700 per year or meet one of the other eligibility criteria. Ensure you are eligible before applying.

Job Description

Special conditions this post is subject to a higher level check with the Disclosure and Barring Service. Please note that a criminal record will not necessarily be a bar to obtaining employment; this will depend on the circumstances and background to any offence.

Job purpose

The Tele Care Response Centre facilitates emergency access to services and support for clients who are connected to the Council’s Tele Care Alarm Call Service. The range of clients to whom the service is provided includes elderly and vulnerable clients living in sheltered and supported housing; elderly and vulnerable clients living independently and YAS calls.

Emergency calls are accepted and the appropriately action is taken to resolve the emergency.

Responsibilities:

To have knowledge of Alarm Receiving Centre equipment.

To receive and action calls in a professional manner according to agreed targets and timescales.

To accept and respond appropriately to emergency calls which are received at the response centre.

To assess and determine appropriate courses of action which are required in response to different types of calls and to direct emergency and support services to incidents which are reported.

To provide advice, assistance and advocacy to clients in distress who call in emergency situations

To undertake associated administrative duties as required.

To work on own initiative and sometimes without supervision with frequent interruptions.

To maintain accurate information on the computer database (including inputting and maintenance of client data).

To assist with the promotion of the service and to, at all times, present a good image of the service and the Authority.

To make and receive telephone calls in conjunction with the operation of the service.

To participate in training and development activities as necessary to ensure up to date knowledge and skills.

To undertake duties, as necessary, associated with existing corporate computer systems

To liaise with Sheltered Housing Wardens, Home Care Managers, Neighbourhood Housing Offices, Emergency Services, clients relatives and other internal and external agencies to ensure the safety, security, welfare and well-being of clients.

To assist and support trainees, and new staff

To ensure the provision of an effective and friendly service to customers.

To respect confidentiality.

To maintain appropriate industry standards

To demonstrate appropriate behaviour in difficult circumstances.

To be a proactive member of the team.

To show commitment to self and team development.

Willing to work flexible hours occasionally to meet service requirements.

To act up to Senior Response Centre Operative as required by the Operational Manager

Improve own practice through observation, evaluation, discussion with colleagues and appropriate CPD programmes.

Work collaboratively with colleagues, knowing when to seek help and advice.

Contribute to the overall ethos, work, and aims of the service by attending relevant meetings, training days/events as requested.

Be aware of and comply with Leeds City Council policies and procedures e.g., child protection, health, safety and security, confidentiality, and data protection, reporting all concerns to an appropriate person.

Be aware of and support difference and ensure equality for all working in an anti-discriminatory manner, upholding, and promoting the values, standards, and equality & diversity policies of Leeds City Council.

Recognise and appropriately challenge any incidents of racism, bullying, harassment, victimisation, and any form of abuse of equal opportunities, ensuring compliance with relevant policies and procedures.

The duties outlined are not meant as an exhaustive list and will also comprise any other duties within the spirit of the post commensurate with the job evaluation outcome for this post.

The Council has adopted a flexibility protocol and this role will be expected to work within these parameters.

Essential requirements Candidates will only be shortlisted if they can demonstrate that they meet all the following essential requirements.

Ability to use a PC to input, update and interrogate client information.
Ability to communicate at all levels using a variety of media.
Ability to respond to emergency situations using one’s own initiative.
Ability to work shifts and provide cover at short notice (including evenings, nights and weekends).
Ability to undertake administrative duties as required
Ability to pass, and receive information accurately.
Ability to work on own initiative.
Ability to prioritise workload with frequent interruptions.
An understanding of the needs of elderly, disabled and vulnerable clients and how to help when in distress, or in emergency or illness.
An awareness of services and sources of support which are available to clients.
Experience of responding to emergency situations using one’s own initiative.
Experience of working within a team where flexibility of response is required.
Experience of working with elderly, disabled or vulnerable client group.

Essential behavioural and other characteristics

Understand and embrace Leeds City Council values and behaviours and codes of conduct
Committed to continuous improvement in all areas and work towards delivering the Leeds Ambitions of health and wellbeing, inclusive growth, thriving strong communities, and a resilient sustainable city
Able to understand and observe Leeds City Council policies and procedures
Carry out duties having regard to an employee’s responsibility under Health, Safety and Wellbeing
Participate in appraisal, training and development activities to ensure up, to date knowledge and skills
Be aware of and support difference and ensure equality for all working in an anti-discriminatory manner, upholding equality and diversity of Leeds City Council
Recognise and appropriately challenge any incidents of racism, bullying, harassment, victimisation, and any form of abuse, reporting any concerns to the appropriate person
Flexible and adaptable to change to assist other services as required commensurate to grade.
The Council has adopted a flexibility protocol and the role will be expected to work within these parameters

Desirable requirements Candidates are not required to meet all the following desirable requirements however these may be used to distinguish between candidates.

Ability act up to Senior Response Centre Operative as required by the Operational Manager

Knowledge Required

An awareness of the geography of the city and how to direct support and assistance to a client’s home.
To have experience of response centre call handling

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