Assistive Technology Officer

To promote and maintain a high standard of Assistive Technology to Older and Vulnerable residents within South Tyneside. Providing a 24hour 365 day service which meets and exceeds the TSA Standards. To use the model of behaviour we want to see in others and lead by example. To ensure Services offered and delivered maximise peoples’ independence.

Main duties & responsibilities:

CALL HANDLING · To receive and answer calls / alerts from Assistive Technology users, contractors, locally based staff, managers and other internal and external bodies, prioritising responses where necessary. · To assess and identify the nature and reason for the call, fostering a rapport and acting to reassure the caller, appreciating that there maybe a degree of impairment or communication difficulties. · To initiate appropriate action e.g. contacting emergency or medical services, key-holder or maintenance services in accordance with guidelines on confidentiality and security, ensuring situations are resolved satisfactorily. · To ensure all physical responses requested are completed within 45 minutes. · To write succinct objective call reports and take the correct reporting action for that customer and call type. · To take responsibility for addressing all faults and failures, liaising with contractors to limit service disruption to customers, instigating business continuity actions when necessary.

SHIFT RESPONSIBILITIES · To produce shift reports outlining individual KPI performance, identifying factors impacting on performance and actions taken to manage their impact. · To ensure important information is efficiently passed on to the next shift. · To escalate promptly any equipment malfunctions or concerns relating to the service outside of your remit to the Senior Assistive Technology Officer of the Service. · Record on the appropriate system all stock allocations. · Complete reviews / maintenance of equipment within people’s homes and record outcomes on the required system. · Complete recycling of equipment as requested (daily). · Record all referrals on the required system. · Work a shift system to include Day / Night rota and Lone Working. · Undertake administration duties to ensure compliance with organisational and administration requirements.

PERFORMANCE MANAGEMENT · To participate in STC Appraisal and Supervision process. · Work within a performance culture, which is underpinned by a strong personal performance motive. · Assist in the training and development of other and new team members by instructing others on how Assistive Technology systems are operated. · Understand and contribute to the achievement of the TSA Standards. · Fully compliant with all relevant mandatory training and when required provide advice, guidance and signpost people to other services. · Maintain all hard copy & electronic records as appropriate · Build & maintain a working knowledge of Assistive Technology systems equipment.

OPERATE WITHIN A STRATEGIC BUSINESS UNIT · Attend team meetings and ensure KPIs are understood. · To carry out and/or implement the results of health and safety hazard and risk assessments so ensuring a safe workplace. · To assist and share knowledge and experience with colleagues as required.

• To undertake any other duty delegated by Assistive Technology Manager.
• To deputise as required in the absence of Assistive Technology Manager in particular delegated tasks i.e. holidays, some meetings.
• To provide information on any complaints and concerns as directed by the Line Manager and provide reports and draft responses within the Council’s complaints procedure.

The candidates must have:

• Educated to minimum of GCSE 'C’ or equivalent in Maths and English Language or demonstrate basic literacy and numeracy skills.
• Demonstrate ability to learn control software / database packages quickly and effectively.
• Experience of working with a range of Microsoft packages including Outlook, Excel and Word. Experience in a role requiring provision of a high standard of customer service to the public.
• Proven administrative ability in Microsoft and Outlook.
• Ability to work independently and on own initiative whilst operating as a committed team member.
• Ability to cope with competing demands and to prioritise tasks effectively under pressure, whilst maintaining a positive attitude.
• Strong communication skills in all forms and the ability to empathise with vulnerable customers. Knowledge of Microsoft Office and typical business software systems and applications which would be required to fulfil a role of this nature, including database systems.
• Demonstrate ability to work effectively within an Assistive Technology environment, which includes call handling and database management.
• Able to multi-task efficiently and time manage effectively.
• Excellent telephone skills with clear telephone voice.
• To learn the requirements of the Telecare Service Association in relation to the function of the Assistive Technology Service.
• Enhanced DBS check required.
• Full current driving licence. Ability to work outside of normal hours. Committed to the principles of equality and diversity.

The Technology & Independence service runs 24/7 based at Jarrow town hall. We are a call monitoring center that answers calls form emergency assistive technology alerts as well as out of hours calls for the wider council and the homes repairs service. You will be required to be it literate. Shifts will include 07:00 - 14:00. 14:00 - 21:00 and 21:00 - 07:00 Monday to Friday.