JOB TITLE
Independent Living Advisor (ILA)
DEPARTMENT
Independent Living Services
REPORTING TO
Team Manager
CAREER GROUP
Delivery
DISCLOSURE LEVEL
Enhanced
Company Background
At People Places Lives (PPL) we are passionate about how digital solutions can increase choice and control for all. We work in partnership with health and social care organisations to deliver web-based solutions that make self-directed care & support easier for everyone.
Much more than just technology or software providers, we work in true partnership with our clients to help empower and enable people to be more independent, improve people’s overall wellbeing and help build more connected and resilient communities.
The majority of UK revenues originate from the social care and health sectors, specifically the provision of web-based ‘customer portal’ software solutions. These solutions enable citizens to look for information and advice, purchase products and services for the social care support needs and manage their personal budget. We currently work with over 50 local authorities and NHS organisations across the whole of the UK.
Main Purpose of the Role
The purpose of the Independent Living Advisor (ILA) role is to provide high quality information, advice and support to both referring Health & Social Care professionals and vulnerable eligible customers who are considering, or have chosen, to participate in Self Directed Support Schemes, Independent Living Schemes, Personal Health Budgets and self-funded/private care arrangements, across a designated area.
The ILA supports customers to retain their independence, choice and control by helping them receive and manage their devolved care budget to deliver agreed and assessed outcomes. This includes managing a broad range of queries from customers and professionals — ensuring timely, accurate and person-centred responses throughout the customer journey.
Whilst supporting a wide range of disabilities and communication needs, the ILA enables a smooth end-to-end journey in the delivery of employer responsibilities and compliance with the stipulations of care funding. The post holder will demonstrate PPL's values and behaviours, embedding this culture in the workplace every day.
Key Responsibilities
Person-Centred Support
- Providing a person-centred support service within a designated territory, including home visits, outreach activities in local communities and home working as required.
- Supporting a diverse caseload of vulnerable customers, providing advice, guidance and support on matters relating to Direct Payments, Independent Living Fund, Personal Budgets, Individual Budgets, Personal Health Budgets and any other relevant funding streams.
- Enabling individuals to identify how they wish to achieve their outcomes and supporting with the design of support plans, promoting cost-effectiveness and efficiencies, maximising quality and ensuring lawful, effective and affordable delivery.
- Assisting individuals to manage their obligations and responsibilities in relation to their chosen care package, maintaining a good knowledge of current legislation and guidance.
Query Management
- Acting as the first point of contact for customer and professional queries, ensuring all enquiries are acknowledged promptly and responded to in a timely, accurate and professional manner.
- Triaging and managing incoming queries effectively — differentiating between information requests, guidance needs and complex support requirements — and escalating appropriately to the Senior ILA or Team Manager where needed.
- Maintaining a clear query log and tracking outstanding actions to ensure nothing falls through the cracks, with updates recorded accurately in PPL's designated CRM/database systems.
- Ensuring all information given in response to queries is clear, concise and in a format that meets the individual communication needs of the person being supported.
- Ensuring all information is factually correct and in accordance with PPL guidelines, current legislation and contractual requirements.
Caseload & Records Management
- Managing a caseload within a designated geographic area, including visits to customers' homes, NHS and local authority offices and other community locations.
- Obtaining and collating information for caseload management and reports on a daily basis, utilising PPL's chosen databases and/or designated client systems.
- Maintaining accurate and up-to-date electronic customer records in accordance with Data Protection, GDPR and PPL's security and audit policies.
- Running weekly and monthly reports to review, revise and amend data as necessary to maintain quality standards, performance and reporting requirements.
Relationships & Stakeholder Engagement
- Building and maintaining purposeful business relationships with individuals from a range of diverse backgrounds, including customers, carers, Health & Social Care professionals and third sector organisations.
- Proactively facilitating customer engagement with localised professional and peer support groups.
- Establishing and maintaining strong area networks with professionals, key stakeholders, third sector services and local community groups.
- Organising and attending meetings and/or reviews with people we support, colleagues and other professionals as required.
- Questioning and/or challenging care professionals and customers appropriately when boundaries become blurred or confused, supporting safe and effective service delivery.
Performance & Compliance
- Supporting the Team Manager/Senior ILA to ensure that targets are met, delivery compliance is achieved, risks are minimised and complaints and problems are resolved effectively.
- Promoting PPL's contracted and/or chargeable services and providing customers and Health & Social Care professionals with full details of these services, including the benefits of use and how they can be accessed.
- Identifying, nurturing and escalating new business opportunities in line with the PPL marketing and engagement plan.
- Maintaining 100% compliance with mandatory training requirements, running MI-Zone monthly reports and completing actions as necessary.
- Actively supporting a culture of best practice and working with colleagues to ensure change is implemented quickly and efficiently.
- Undergoing training and development opportunities to aid business and organisational development, including identifying own development opportunities.
- Adhering to PPL policies and procedures, health and safety legislation and GDPR requirements.
- Undertaking any other duties as required which fall within the scope and responsibility of the post.
Risk Management
- Clear knowledge and understanding of safeguarding for vulnerable adults and children.
- Lone working awareness and compliance with PPL's lone working policy.
- Understanding of current employment and wider Health and Social Care legislation/initiatives and their impacts, including the Care Act, Think Local: Act Personal (TLAP) and local authority policy changes.
- Contract/framework compliancy and risk assessments.
- Operational and client (employer) health and safety responsibilities.
Person Specification
Education, Training and Qualifications
Essential - Good standard of education or equivalent relevant experience and/or training
Essential - Comprehensive understanding of Microsoft Office packages (Word, Excel, PowerPoint)
Desirable - Level 3 qualification in Advice & Guidance or other relevant discipline
Desirable - Safeguarding Level 1 or 2 qualification
Desirable - Recognised qualification in using Microsoft Office packages
Skills, Knowledge and Abilities
Essential - Understanding of key Health and Social Care Legislation/Initiatives (e.g. Community Care (Direct Payments) Act 1996, Care Act 2014, Children and Families Act)
Essential - Ability to communicate clearly both verbally and in writing, adapting style to suit the audience
Essential - Ability to manage diary, caseload and workload effectively
Essential - Ability to manage multiple and conflicting priorities to ensure deadlines are achieved
Essential - Ability to work on own initiative and resolve problems with minimum support
Essential - Understanding of safeguarding for adults and children
Essential - Commitment to and understanding of equal opportunities and diversity within society
Essential - Ability to work flexible hours if required
Essential - Ability to travel within the designated area to provide information and guidance
Desirable - Understanding of financial management, care budgeting and/or care fund financials
Desirable - Health and social care sales skills — ability to market PPL services persuasively
Desirable - ESDL, CRM (customer software packages) or equivalent experience
Experience
Essential - Minimum 2 years working in a Health and Social Care environment
Essential - Previous experience of working with people with disabilities
Essential - Minimum 2 years caseload management
Desirable - Performance, compliance and exception reporting
Desirable - Working in a multi-agency environment
Desirable - Experience of report writing and representation at meetings
Desirable - Marketing services to a wide range of stakeholders
Desirable - Experience of delivering workshops and/or public speaking
Desirable - Experience in a business change environment
Personal Attributes
Essential - Highly organised with strong attention to detail
Essential - Confident communicator with strong interpersonal skills
Essential - Self-motivated and able to work independently
Essential - Analytical and problem-solving mindset
Essential - Passionate about supporting people and social values
Essential - Can-do attitude and commitment to continuous improvement
It is Essential that you Demonstrate PPL's Values:
Caring - You genuinely care about the people we support, bringing compassion and kindness to everything you do.
Determined - You're driven to make a difference, staying focused and resilient when it matters most.
Collaborative - You work openly with colleagues, partners and the people we serve to achieve better outcomes together.
Inclusive - You value and respect every individual, championing equality and belonging in all that you do.
Resourceful - You find smart, practical solutions and make the most of what's available to deliver outstanding support.
ADDITIONAL INFORMATION
- A willingness and ability to travel across the designated area is required for this role.
- A willingness to support colleagues and carry out alternative tasks and requests not specifically identified within the job remit.
Pay: £28,860.00 per year
Work Location: Remote
