Telecare Support Response Officer

Description

We are offering a unique opportunity for a Telecare Support Response Officer. While previous experience in this role is not mandatory, we consider skills and knowledge gained in related sectors, such as ambulance service, fire brigade, or other responder capacity. We are particularly interested in individuals passionate about telecare technology, proficient with call-handling platforms, and genuinely enjoy working with older people or those with complex health needs.

Responsibility

Your role as a Telecare Support Response Officer is of utmost importance. You will be responsible for providing devices to those needing assistance during a crisis, such as when a client has fallen. As a team member, you will monitor client activations and arrange assistance as required. When welfare assistance and support are necessary, a Telecare Support and Response Officer will be dispatched to the client’s home in a Company Vehicle. Due to the critical nature of the service, work closely with the London Ambulance Service and the Police and Fire Service on occasion.

Qualification – Essential

• GCSE Grade A-C (or equivalent) in English Language and Mathematics.
• NVQ Level 3 or equivalent experience in a similar role.
• Advanced – Microsoft Office, Word, Excel, Outlook, social media and CRM.

Essential - Skills, Abilities & Experience

• Up-to-date First Aid and Fire Evacuation Awareness training by a reputable UK provider.
• Ability to prioritise and log all call activities (call reason and action) and update the Telecare call handling system.
• Demonstrating understanding of lifting techniques, as some clients require assistance when falling.
• Ensure follow-ups are completed effectively and promptly.
• Update adult social care IT systems accurately and promptly.
• Work flexibly on a rota to ensure that changing priorities are met.
• Able to provide on a rota basis 24/7 365-day alarm monitoring and response service to vulnerable people.
• Demonstrable Knowledge and practice of good customer care skills - particularly over the telephone.
• Experience working with disabled adults and older people.
• Good communication and listening skills on the telephone.
• Ability to prioritise and categorise based on information provided and using sound judgement.
• Effective organisation and time management skills.
• Ability to complete and use spreadsheets (Excel) and other IT-based reports.
• Ability to prioritise your work and use your initiative.
• A good understanding of and empathy for the needs of vulnerable people.
• The ability to think clearly and remain calm in difficult situations.
• A clean UK driving license and the ability to drive.

Essential Compliance Requirements

• Three Years of Reference.
• Enhanced DBS Checks are required for the role.
• A pre-engagement screening is mandatory for this role.

Diamond Blaque Group- A leading public sector provider, is acting as an employment agency for this vacancy. We ensure that everyone is respected and included regardless of background. To apply for this position, please email your career history to Diamond Blaque.