Job Role

• Work as part of a Helpline team to provide efficient and effective cover to the ‘front-door’ to CSWS, providing a first point of contact for carers and professionals via our Countywide telephone and email service, online portal and chat services. 
• Undertake work from a queue allocation with clear KPIs on a rota basis, including evening and Saturday shifts on rotation. 
• Provide a professional, time-limited and informed service for carers who contact the helpline for a variety of reasons and who may be distressed or in need of safeguarding support. 
• Build internal relationships and share good practice and work collaboratively with the wider staff group.
• Work within a team to provide carer registration and support to carers via a variety of methods (phone, email, online chat) following the ‘Tier 1’ conversation model – addressing only the most pressing need before referring/signposting onwards, including referrals to our Community and Health Teams.
• Supported by a Shift Manager, respond with a professional, time-limited and informed service for carers who contact the helpline for a variety of reasons and who may be distressed or in need of safeguarding support. 
• Provide guidance to professionals outside of the organisation, answering queries about carer’s support or related areas.
• Follow Carers Support West Sussex processes to record activities on in-house database systems. Accurately record all interventions on CSWS Client Record Management System to enable timely and informative reports on the services provided.
• Use a range of outcome-based tools to evidence your work and as a framework to support carers to create a personal plan to identify and achieve positive change. Demonstrate the impact the service has made through feedback surveys, case studies and collating general feedback.
• Focus on outcomes for the carers, appropriately triaging and signposting them to relevant services, making dynamic decisions about the suitable pathway for a carer. Work closely with colleagues to ensure that carers receive timely support.
• Provide mentoring and support to volunteers who work within the team to provide services to carers.
• Promote the principles of Think Carer across all networks and proactively identify carers and opportunities through partnership working, outreach, community connections and networking, promoting carers as expert partners in care.
• Work within Carer Support West Sussex’s Policies and Procedures, being mindful of confidentiality, data protection, equality and diversity in all areas of work. Follow processes and procedures to ensure that adults and children are safeguarded and the health and safety for staff, volunteers and carers is considered.

Employee Benefits

• Healthcare and Employee Assistance Programme with perks and discounts.
• Holidays 33 days increasing to 35 days after completion of two years and 36 days after 5 years of service (Inclusive of Bank Holidays).
• Flexible hours available to help work around your commitments.
• Remote/Hybrid working with occasional visits to our offices or venues in West Sussex.
• Team of kind and caring colleagues.

Before you keep reading

Please do not see everything in this job advert as a "Must Have", but rather a guiding list of what we are looking for. We know no candidate will be the perfect match for all we have mentioned in this advert, so do not be afraid to apply if you feel you are close to the brief but not "Spot On". For example, some of our wonderful Carer Wellbeing Workers come from a non-social care background and they do amazingly well!

Our Culture and Diversity

At Carers Support, we are building an inclusive workplace where everyone can do their best work and be proud to belong.

 

We believe that talent is distributed to all of us in equal measure and our differences are a strength not a weakness. We recruit for potential, not perfection. At Carers Support West Sussex, we value everyone's unique history. Our doors are open to individuals of all races, religions or beliefs, abilities, ages, nationalities or citizenships, ethnic origins, marital, domestic or civil partnership statuses, sexes, sexual orientations, family structures, and gender identities. 

 

The carers we support come from such different walks of life that we are particularly interested in attracting candidates from similarly diverse backgrounds, including Asian, Arab, Black, Mixed/Multiple Ethnic Groups, White Other (e.g. Eastern European, Gypsy, Roma) and any other Ethnic minorities. If you have any feedback or suggestions about anything in relation to this job advert, we would love to hear from you at hr@carerssupport.org.uk.

 

 

 

Values we are looking for in Candidate

We are focused, putting carers at the heart of everything we do.

 

We act together, working with and for carers, the communities they live in and the people that can make a difference to them.

 

We are leaders, working with each other to find potential and opportunities across all communities, enabling carers to be identified and involved.

 

We are committed to behaviours that support

 

Disclaimers

Please note we reserve the right to close this role prior to the stated end date, should we receive a sufficient number of applications. Please apply as soon as possible to be considered.