Job title Tele Care Installation & Response Technician - Shifts
Salary £25,584 - £27,269 (pro rata)
Hours 3 x 30hrs, 1 x 22 hours
Contract Permanent
Location Office based Assisted Living Leeds, Clarence Road LS10 1LZ
As an Installation & Response Technician (shifts), you will thrive on being part of a team installing the telecare equipment and providing mobile response to customers in need, you will be 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 a 2-week rota, working 8.30am - 3pm or 12.30pm - 7pm. Including weekends and bank holidays. Occasionally there may be a need to start at 7am.
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 Installation & Response Technician (shifts) you will bring to the role:
- Motivation and commitment
- 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.
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.
As our next Installation & Response Technician (shifts), you will join a 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.
What we 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 guidance for 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
or 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.
We promote diversity and want a workforce that reflects the population of Leeds. Leeds City Council is ranked 70 on the Stonewall Equality Index 2024. We are also an age-friendly employer, a Mindful Employer and a Disability Confident Leader.
All new Leeds City Council appointments are made subject to the satisfactory completion of a six-month probationary period.
This role is based in the UK. Employment is conditional on confirmation of the right to work in the UK - 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 and the role does not meet eligibility for sponsorship, please consider carefully whether you meet the eligibility to apply.
Job Description
Job purpose
Telecare facilitates emergency access to a range of services and support for customers who are connected, via the alarm equipment, to the Tele Care Control Centre.
The purpose of the job of Tele Care Response and Installation Technician (TIRT) is to install, maintain and repair “plug and play” telecare equipment in customers’ place of residence, and to provide mobile response for those customers who do not have a family member/friend to provide this role. Planned reviews of customers, to check equipment is in working order and in use by the customer are carried out by the TIRT.
The TIRT provides support and information to social care and health staff, family and any other third party on the use of telecare equipment and contribute to, as required by team/operational manager, training and promotion of the service.
The services operates 7 days a week, 365 days per year.
Responsibilities
Install and programme equipment.
You will install Telecare equipment as directed by the Tele Care Management Team
You will confirm whether a customer’s package of equipment requested is the most suitable to meet the environment and if necessary liaise with the referrer to provide information on alternative equipment available.
You will programme (or re-programme) equipment such as door contacts and bed sensors to meet customer needs.
Demonstrate the use of equipment to customer’s and families
You will be able to show the customer and their carer/family how the equipment works in an appropriate and timely manner and to ensure that the customer is able to use the equipment confidently before leaving the property
You will report any concerns about the installation to the duty manager in the first instance.
Repairs and Reviews
You will respond to repairs and faults for the dispersed equipment including replacing of batteries and to ensure that it is in full working order. You will maintain the customers’ service by repairing or replacing faulty dispersed equipment, using basic fault finding techniques in the customers’ property.
You will undertake 6 weekly reviews annual reviews and unplanned reviews as required, of the equipment to ensure all equipment is in working order and that the customer is confident in using the equipment
You will advise the duty manager any concerns regarding the use, or non-use of equipment by customers.
You will remove and collect equipment from customers’ properties ensuring minimal damage from the use of any required tools.
Response and Assistance
You will provide an urgent mobile response service for customers as a result of activated telecare equipment. On the direction of the Control Centre Operator you will visit customers in their place of residence, offering support as necessary to promote their wellbeing and enable them to remain at home, avoiding unnecessary hospital admission or a move to residential care.
You will act on information provided by the Control Centre Operator to respond to alerts raised by a variety of telecare equipment designed to keep customers safe in their own environment.
You will be required to deal with alerts that may be triggered by environmental events such as, flood, fire, temperature extremes, gas leak, or by an alert from a falls alarm, door sensor or GPS unit. You will also respond to equipment failure, or simple verbal requests for assistance.
You will evaluate the customer’s personal/physical needs and the home environment following agreed written protocols, in order to respond to their immediate needs.
You will maintain contact with Control Centre, make appropriate onward referrals for support and on leaving the customer’s home ensure that the customer and their home is safe and secure.
You will maintain contact with the Control Centre and as necessary liaise with other services, including out of hours services, emergency services, family members and health and social care staff to support customers to remain at home.
Tools
You will complete and maintain training on the use of the tools necessary in order to facilitate the installation service in a safe manner and you will ensure your toolbox is maintained.
Key Holding and Information
You will receive and issue keys from customers and others to authorised persons and record such issue of receipts in the manner requested. This will include the issuing, and cancellation, of controlled entry key fobs.
You will complete service provision agreements with customers for provision of the service and complete customer surveys and feedback forms.
You will provide customers with any written information required.
Record Keeping and storage of confidential information
You will ensure all actions are logged and full communication is reported back to the call centre and computerised systems updated
You will undertake and complete tasks within defined timescales and standards, and to meet any set targets
You will be accountable for all equipment (scanners, laptops, tools etc.) and stock belonging to the Leeds Telecare Service. To ensure equipment is transported securely and looked after with due care and attention.
You will transport safely and securely confidential client data for the purposes of installations and faults/repairs and emergency response.
You will use computerised systems/ paper forms to record, collate and retain all relevant details of deliveries and collections and to ensure that requests can be tracked electronically.
Communication
You will make appointments to visit customers and deal with telephone enquiries in an efficient and sensitive manner and to give technical advice to the public, professionals and other agencies.
You will signpost and make referrals to other statutory and voluntary bodies on behalf of customers and to identify risks and refer to other agencies and professionals, for example West Yorkshire Fire Service, NHS, and Environmental Health.
General Duties
You will be on a rota to take telephone enquiries and, make bookings, keyholder checks and provide telephone support on use of equipment and basic fault finding and solving.
You will use the computerised systems to plan and organise appointment routes.
You will comply with the Local Operational Procedure requirement for safe vehicle checks e.g. daily visual inspection of tyres, lights, oil etc.
You will assist with deliveries, stock allocations, storage, labelling, cleaning, testing and repair and stock control of telecare equipment and accurately maintain all records associated with stock control and maintenance of equipment.
You will accurately update appropriate records and databases to reflect actions undertaken.
You will carry out general office duties linked with the role, such as filing, photocopying and completion of standard documentation.
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
Essential requirements It is essential that the candidate should be able to demonstrate the following criteria for the post. Candidates will only be shortlisted for interview if they can demonstrate that they meet all the essential requirements.
- Ability to identify issues that need to be referred to a manager
- Ability to communicate effectively both verbally and in writing with colleagues and members of the public.
- Ability to work with customers in their own homes in a sensitive and appropriate way.
- Ability to use manual and computer information recording systems.
- Ability to provide a flexible and responsive service.
- Ability to use low level electrical equipment.
- To display the flexibility to work alone on own initiative while able to tolerate frequent Interruptions.
- Ability to be flexible with regard to workload (to meet service priorities)
- Ability to undertake the mandatory in service training for the role
- An understanding of the vulnerable nature of the customer’s using the Tele Care Services
- Awareness of the range of customers likely to use the Leeds Tele Care Service.
- Knowledge of the need to maintain confidentialities.
- Awareness of the use of databases, email and internet sites
- Experience of communicating with people in a form and manner consistent with their level of understanding, culture, background and preferred ways of communicating.
- Experience of using computerised information recording systems.
- Experience of working with customers with a range of needs.
- Experience of attending and contribute to meetings
Essential Behavioural & 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 Best City Ambition of Health & Wellbeing, Inclusive Growth and Zero Carbon
- Be aware of and be able to understand and observe Leeds City Council policies.
- Carry out all duties having regard to an employee’s responsibility under Health and Safety.
- Willingness to actively participate in training and development activities
- Flexible and adaptable to change to assist other services as required commensurate to grade.
- Participate in appraisal, training, and development activities.
- Be aware of and support difference ensuring equality for all, working in an anti-discriminatory manner, upholding, equality & diversity.
- Recognise and appropriately challenge any incidents of racism, bullying, harassment, victimisation, and any form of abuse, reporting any concerns to the appropriate person
- The Council has adopted a flexibility protocol and the role will be expected to work within these parameters.
Desirable requirements It is desirable that the candidate should be able to demonstrate the following criteria for the post. Candidates are not required to meet all the desirable requirements however these may be used to distinguish between candidates.
- Ability to use Microsoft MS Office packages as well as other computer applications used by the council.
- Knowledge of Data Protection
- Knowledge of Safeguarding Adults
- Knowledge of Social Alarm services and telecare and telehealth
- Knowledge of how basic electrical and wireless telephony alarm systems operate.
- Knowledge of an extensive range of telecare and telehealth peripherals
- Experience of working with low level electrical equipment.
- Experience of working with older and/or disabled people and their carers.
- Experience of safe Moving and Handling practice.
- Knowledge of the barriers to independence and inclusion faced by disabled people.
