Senior Response Centre Operative - REQ000447

Job title: Senior Response Centre Operative Nights

Salary: £31,067.00 - £31,067.00 (pro rata)

Hours: 23.33 hrs

Contract: Permanent

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

As a Senior 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 9.30pm until 7.30am you will be required to work 2 nights on and 4 off over 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 Senior Response Centre Operative (nights), you will bring to the role:

Ability to manage and supervise the response centre staff and the Tele Care installation and response technician on night shift.
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.

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

As our next Senior 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.

You will be shift leader during the night ensuring the service is covered.

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

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 and the communities we serve. Leeds City Council is recognised in Stonewall’s Workplace 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:

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 response centre call handling equipment.
To manage and supervise the response centre staff and the Tele Care installation and response technician on night shift.
To follow the procedure for disaster recovery and direct the response centre staff and the Tele Care installation and response technician to ensure continuity of the service.
To manage the rota to ensure appropriate staffing levels are in place.
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 without supervision with frequent interruptions.
To maintain accurate information on the computer database (including inputting and maintenance of client data). To re-boot call handling equipment as required.
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.

Health & Safety

Take reasonable care of your own health and safety.
Take reasonable care not to put other people - fellow employees and members of the public - at risk by what you do or don't do in the course of your work.
Co-operate with LCC and local requirements, making sure you understand and follow the health and safety policies and procedures.
Attend all mandatory training on Health and Safety related policies and procedure.
Do not interfere with or misuse anything that has been provided for your health, safety or welfare.
Report and record any injuries, strains or illnesses suffered as a result of doing your job.
Inform your manager if something happens that might affect your ability to work safely such as suffering an injury or a new medical condition.

Generic

To participate in appraisal, training and development activities as necessary to ensure up to date knowledge and skills.
To improve own practice through observation, evaluation, discussion with colleagues and line manager.
To 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 equal opportunities 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.
To undertake other duties appropriate to the post as required.

Qualifications

Personal Specification

Method of assessment will be through one or more of the following application form, test, interview, and certificate.

Essential requirements

It is essential that the candidate should be able to demonstrate the following criteria for the post within the context of the specific role duties and responsibilities: Candidates will only be shortlisted for interview if they can demonstrate on the application form that they meet all the 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 and without supervision.
To manage and supervise the team in the absence of the management team.
Ability to manage the rota to cover emergency situations such as sickness.
Ability to manage the disaster recovery policy.
Ability to prioritise self and others 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.
Experience of response centre call handling
An awareness of the geography of the city and how to direct support and assistance to a client’s home.

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 Best City Ambition of Health & Wellbeing, Inclusive Growth and Zero Carbon
Able to understand and observe Leeds City Council equality and diversity policies.
Carry out all duties having regard to an employee’s responsibility under Health and Safety Policies.
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 comply with Leeds City Council policies and procedures.
Be aware of and support difference and ensure equality for all working in an anti-discriminatory manner, upholding, equality & diversity policies 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.
The Council has adopted a flexibility protocol, and the role will be expected to work within these parameters.

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