Information Officer

The role of the Information Officers is entirely communication based and the post holders will be at ease with customers, and able to quickly build relationships with them over the telephone. The majority of customers will be members of the public, but the post holders will also be in regular contact with professionals in external agencies and organisations. The post holders will therefore come into contact with people who need to access services for a variety of reasons, many of which are potentially sensitive for example, because of recent bereavement or dissatisfaction with a received service. Consequently, they may be exposed to callers who are aggressive, rude or distressed. There is a need to deal with these callers in a tactful, courteous and professional manner. There will be close contact with other team members to share specialist knowledge, problems, solutions, and support to ensure continuity of service and consistent standards. The purpose of the post is to respond to contacts and resolve queries and concerns at the point of contact. More specific duties and responsibilities include: Receiving and processing contacts via phone, case management system, email, fax, minicom and in writing. Contacts will include request for registration (certificate of visual impairments). Support a webchat function within the digital advice and contact. Having full, strength based conversations with the individual to establish what the issues are and ascertain all personal assets available to meet the need/s identified. To support the use of the digital advice and contact, signposting people to it and supporting people to use self -help tools as appropriate this could include referrals forms, or wellbeing assessments that support people to identify their own strengths and assets in order to resolve their issue themselves. Where required, signpost the individual to relevant community-based and preventative services. Where appropriate email or post written information, provide introduction to the relevant service and provide follow up. When there is no other means of resolving their issue, where appropriate and with management support, provide equipment and services to meet need, making changes to levels of support a customer/carer receives in line with their changing circumstances. Assessments will be undertaken within clear guidelines, with access to specialist support, advice and information where required. Specific items of equipment will be ordered within prescribed guidelines and arrangements made for any damaged or broken community equipment (on loan) to be replaced. When further adult care input is required, ensure appropriate information is passed to the relevant team for action. Record all contacts appropriately on the system to ensure customer record is up-to-date. Invite customer feedback, reporting to the Programme Lead, Customer Services. Have an awareness of and be able to discuss the complaints procedure and advise people appropriately if they wish to complain. Be able to identify if an adult is at risk. To input and update information on the digital portal so that the content remains current and relevant. Be able to respond to civil emergencies under instruction. Analyse and appraise work and personal development through discussion, supervision and annual appraisal with line manager. Have a commitment to ongoing personal development to meet the requirements of the role. To maintain client records on the database, i.e. Carefirst. Adhere to Data Protection legislation and confidentiality. The MASH is part of the advice and contact service and the Information Officer (IO) post provides essential support to the Adult MASH activity as well as being the first point of contact for all safeguarding concerns. Specific duties and responsibilities within safeguarding include: Receiving and processing contacts and referrals by phone, case management system, email and in writing. Contacting the adult at risk, via phone, to identify the Making Safeguarding Personal ( MSP) outcomes and to gather further details of the alleged abuse. under the direction of the social worker who will make the relevant decision. Undertaking detailed research on computer systems including Care First. Inputting, retrieving and presenting data from adult information systems. Completing MASH administrative procedures as required. Communicating with updating and sharing information with agencies such as police, CQC, domestic abuse agencies and health professionals. Organising meetings as requested. Creating documents, reports and correspondence from information provided. These tasks may be required to be undertaken at any point of the safeguarding process, not just at first point of contact.