Job Role

•  
• 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 the Assessment Team for Statutory and Prevention Assessments for carer grants and equipment.
• Oversee training, triage and work allocation supporting staff to meet KPIs and provide a high-quality service, reviewing and quality auditing contacts to ensure contract compliance. 
• Provide a shift manager function to support staff to 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. 
• Work with IAG Manager to seek solutions to reduce demand through digital innovations, increasing take up of the CSWS digital offer, whilst maintaining a quality service for carers not digitally able.
• 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.
• Support IAG Manager to collate and analyse information required for reporting and monitoring of service to include shadowing, mentoring and quality monitoring. Liaise with CSWS team coordinators to ensure smooth referral pathway.
• Provide operational management to the Helpline Team, creating a culture of continuous learning, nurturing talent, building on strengths, and promoting innovation. Plan and monitor work programs for staff and volunteers setting realistic goals and implement effective performance management to support individuals.
• Work closely with internal and external colleagues to promote CSWS and to ensure carers receive timely support. Build internal relationships and encourage team to share good practice and work collaboratively with the wider staff group.
• Help the Team Manager with recruitment, selection and induction of new team members as required.
• Support IAG Manager on the achievement of relevant quality marks, e.g. Helplines Partnership
• 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.
• Use a range of outcome-based tools to evidence your work and identify gaps in provision and support to promote continuous service development, appropriately triaging and signposting carers to relevant services making dynamic decisions about the suitable pathway for a carer.
•  

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.