The Electronic Call Monitoring system is a program that aids the branch in monitoring and recording the amount of time carers spend at each visit to a client’s home. This allows the company to produce accurate reports for management information, Local Authority reporting, payroll and invoicing. The ideal candidate will have worked with a similar system or have worked in a busy Domiciliary Care office.
The ideal candidate will need to be computer savvy and able to pick up new systems relatively quickly as well as project a positive and professional image at all times, assisting carers promptly and conducting all business in a friendly, courteous and knowledgeable manner.
PRINCIPAL DUTIES AND RESPONSIBILITIES
Ø Direct responsibility for the management of the ECM systems and processes in branch.
Ø Collating compliance evidence daily and weekly, reporting to the Local Authority/Public Health/CQC as appropriate
Ø Working holistically with and reporting to VCP stakeholders (WCC, NHS, CMHT) to support the organisations contractual obligations
Ø Providing administrative support to the coordination and operational team i.e. answering of phones, relaying messages to staff, sending memos/emails
Ø Monitoring and verification of field visits, flagging concerns or non-compliance with QCM, RM and FM
Ø Responding to alerts on the system of calls being missed and liaising with carers on their attendance and why visits may be late.
Ø Manage staff in relation to non-compliance with ECM/Rostering system and associated apps attached to processes
Ø Running reports for management and Local Authorities, as well as ensuring verification of outstanding visits are completed weekly
Ø Setup phones and manage compliance in conjunction with QCM
Ø Any issues with finance i.e. staff broken phones: to report to QCM
Ø Setup, maintenance and organisation of repairs for Laptops and other IT related equipment/software i.e. office phones, staff computer desktops, connectivity issues
Ø Liaise with support teams who work in partnership/supply VCP administrative tools i.e. Trio telecoms, iTech Support, Roster provider, mobile phone providers (not exhaustive)
Ø Responsible for staff induction to ECM
Ø Daily backup/recovery reports to be generated daily before close of play and sent to the on-call coordinator and team to include Care workers list, client list and allocations report for that evening through to the following day
Additional Information
· The post holder must at all times carry out their responsibilities with due regard to the company’s Equal Opportunities Statement.
· Work in line with the company’s Safeguarding People from Abuse Policy and Whistle Blowing Policy to ensure that people are kept safe at all times.
· The post holder must carry out their responsibilities with due regard to the non-smoking environment of the Charity.
· The post holder must accept responsibility for ensuring that the policies and procedures relating to Health and Safety in the workplace are adhered to at all times.
· The post holder must respect the confidentiality of data stored electronically and by other means in line with the Data Protection Act.
Genuine Occupational Requirement
The above list is not exclusive or exhaustive and the post holder will be required to undertake such duties as may reasonably be expected within the scope and grading of the post. All members of staff are required to be professional, co-operative and flexible in line with the needs of the post.
Job descriptions should be regularly reviewed, if applicable or on a regular basis to ensure they are an accurate representation of the post.
Candidate Specification
Essential
Ø Should have good communication skills and be able to identify and describe problems in high detail.
Ø The ability to support non-technical customers and explain IT concepts in simple terms
Ø Ability to represent the company at IT related meetings with the aptitude to record minutes and interpret data creatively for reports concerning governance i.e. Monthly Trustee Report
Ø Should have a systematic thought process and be able to process high volumes of data on a daily basis.
Ø Be proactive, responsive and able to prioritize their workload and high volume of data.
Ø Professional while dealing with a variety of staff both internally and externally
Ø Must be good, clear communicator, patient and understanding and able to assist staff with any IT issues
Ø Experience in using a wide range of relevant IT packages, specifically Microsoft Excel
Ø Proven ability to manage a varied workload to achieve priorities and objectives
Ø Excellent problem-solving skills and use of initiative
Ø Willingness to work flexibly and ability/commitment to work as part of a team and on your own initiative
Ø The ability to work under pressure and to deal with challenging situations in a sensitive and creative manner
Ø This role on occasion may involve working late to adhere to deadlines in accordance with payroll and Local Authority data collection and/or finance requirements.
Competencies
Ø Demonstrate a desire to learn and succeed within a service environment
Ø Demonstrate an ability to develop and maintain positive and co-operative working relationships both internally with staff and with external contractors.
Ø Demonstrate a strong commitment to customer service in all activities
Ø Analytical – able to isolate critical issues
Ø Problem solving – provide solutions
Ø Critical thinking skills – find innovative ways of resolving issues
Ø Can Do attitude – first instinct is to say Yes!
Ø Supportive – recognise how to contribute to the team to help
Ø Able to work on own or as part of a team
Desirable
Ø An IT qualification and recent experience in the IT sector.
Ø Fresh graduates who are conscientious and need to start a career in the field.
Applications
When preparing your application, you should address carefully the post details enclosed and in particular the qualities outlined in the Candidate Specification. Please include examples where appropriate.
We operate a no smoking policy.
We confirm our commitment to equal opportunities in all our activities. It is intended that no job applicant or employee will receive less favourable treatment on the grounds of political belief, sex, sexual orientation, disability, marital status, race, nationality, ethnic origin, religion or social class. Selection and promotion criteria will be kept under review to ensure that individuals are treated on the basis of the job requirements and on their relevant personal merits, and are not disadvantaged by conditions or requirements, which cannot be shown to be justifiable.
Pay: From £26,000.00 per year
Work Location: In person
