The purpose of The Integrated Carer Hub is to provide support for Carers in Stoke and Staffordshire. The role of the Triage Advisor is to provide effective and efficient generalist advice to Carers and members of the public. You will be responsible for: handling telephone enquiries, conducting ‘triage assessments’, signposting Carers to relevant support services, providing ‘light-touch’ IAG, referring Carers onto support services provided through the Carers hub and updating the CRM across the hubs.
What You Will Be Doing
- Assess carer needs via telephone interviews.
- Identify key information about the presented needs including time limits, dates and urgency
- Agree the appropriate level of service, taking into account the carers abilities, the complexity of the problem and the hubs resources.
- Refer or signpost carer appropriately (both internally and externally) to suit carer needs following agreed protocols.
- Complete clear and accurate case records onto IT system.
- Researching, interpreting and communicating the relevant information to the carer, enabling them to explore options and implications.
- Where necessary, negotiating, drafting or writing letters on behalf of the carer, or making appropriate referrals.
- To help with the daily running of the Carers Hub as required.
- To maintain and update the resource directory.
What You Will Need To Have
- Willingness to train Qualifications Level 3 Award In Information, Advice or Guidance (QCF) or equivalent
- Excellent customer service skills with the ability to communicate with a range of people across age groups.
- IT literate.
- Knowledge of Safeguarding and what represents concern.
- Work as part of a team to deliver outcomes for carers
- Ability to multi task and work to deadlines.
- Knowledge of the Care Act.
- Excellent telephone skills.
- Ability to complete assessments and triage as necessary with support from line manager.
- Experience of working with vulnerable groups or can demonstrate a desire to do so.
- Ability to work on reception and queries from the public as regards carers.
- Ability to work under pressure and prioritise work.
- Willingness to travel as appropriate to the role.
- Experience of working within a health and social care environment
- Experience of social welfare advice arena.