Telecare Officer

Location: Lewisham

Working Hours: 35 hours per week

Shift Pattern: 7am to 7pm or 7pm to 7am (Office generally works three days a week)

Purpose:

To provide emergency and support services to service users.

To offer advice and information to users, their next of kin and liaising with other departments and outside agencies.

To visit users in their own homes, providing assistance and care to vulnerable adults.

To ensure the provision of a high quality and effective 24 hour service to users of Linkline in accordance with current policies and practices.

Responsibilities:

To answer calls from service users on the computerised calls handling facility in accordance with procedures and the TSA code of practice.

Assessing the nature of an emergency call, prioritising the level of urgency and responding accordingly.

To visit service users, driving to their homes, identifying the extent of practical and emotional support required, contacting and liaising with emergency services and other statutory /non statutory agencies when necessary.

To provide emergency assistance in the form of First Aid, resuscitation, personal care and safer moving and handling where necessary

To undertake initial crisis support to users and their families, liaising with Adult teams, specialist hospital teams and other health care professionals.

To be responsible for any follow up action, such as contacting GP's and other medical professionals, user's next of kin and making detailed reports of actions taken.

To undertake referrals to other agencies to assist the service user and provide appropriate information to carers and families

To maintain accurate records and statistics, including the client database, keeping detailed confidential records on all service users for inputting.

Liaising with all relevant agencies and ensuring that information is kept in accordance with the Data Protection Act.

Operational

To be available to work shifts on a 7-day rota at times that are appropriate to meet the needs of a 24hour, 365-day service.

To assist with other emergency out of hours services to ensure continuos care to vulnerable adults, installing Telecare sensors if required.

To install Telecare equipment requested by service users, explaining how it works and that of additional health care sensors.

Replace faulty units, disconnect and collect equipment that is no longer required.

Collect and return service users keys.

Regulate stock control procedures on the database.

To promptly inform manufactures of reported equipment failures and faults.

To be aware of safe working practices and Health & Safety procedures, keeping in contact with the alarm response centre at all times e.g.

risk assessments.

To use the IT systems to promote efficient and effective working arrangements e.g.

SWIFT, electronic mail etc.

Knowledge

Of the issues affecting vulnerable people, including older people, disabled people, people living with domestic violence and people living with chronic illnesses.

Of the relevant legislation and policies relating to vulnerable people.

Of the relevant legislation relating to Health & Safety at work.

Skills

Ability to use Information Technology systems.

Ability to respond effectively and be the first person on scene in emergency situations and render first aid appropriately to service users.

Ability to follow instructions and guidance from medical professionals when more intense first aid is required, such as CPR.

Required

Must hold a full current driving licence.

Able to undertake flexible shifts on a rota basis.

Expereince in supporting vulnerable people in their own homes or within organisations or in services that provide direct assistance or care.

Expereince in carrying out a wide range of general administrative tasks.

Good practical experience of using computerised systems.

Excellent customer care experience.