Reporting to a Contact Centre Supervisor (Adults), you will provide a direct telephone and electronic advisory information and assessment service at the Surrey County Council Contact Centre, responding to social care enquiries from the public and partner agencies.

Following the success of the Adult Social Care team based at the Contact Centre Surrey have decided to expand the role to include a more proactive telephone assessment service designed to support clients within their own home. Carers needs are also being addressed to include a Carers Emergency register to give carers peace of mind should they become incapacitated and need urgent support.

You will record all contact and identify people who may be in need of community care services and offer an assessment of need, ensuring a safe and efficient handover to social care teams to progress to a more detailed assessment of need.

Through personal example, you will be expected to display and promote the values and behaviours that underpin the organisational strategy of the County Council and ensure equality, fairness and dignity to callers and colleagues, maintaining confidentiality within departmental procedures.

Your experience of working with the general public in an advisory role or with individuals with social care needs will allow you to provide specialist advice on adults services as appropriate including health services, housing services and the range of social security benefits available.

You will be required to work flexibly to provide a service to all customers, internal staff and the general public. This involves maintaining strong links with social care teams, local voluntary and statutory agencies. When appropriate, you will assist the team supervisor in the development of newly-appointed staff.

You need to effectively operate ICT systems essential to the Contact Centre’s operation including SWIFT, information databases and Automatic Call Distribution Software. You will also be required to support the maintenance of databases of local and national care and support services.

The ability to travel across Surrey to attend meetings and training is required, and you must be able to communicate with people at different levels. A comprehensive training package is provided along with robust support from management and colleagues.

An enhanced Criminal Records Bureau disclosure check will be required for this role.

For an informal discussion about this role, please contact Anne Bell or Karen Glaister on 0300 200 1005.

Surrey County Council is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment

Closing Date: 17 September 2010