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Advice and Information Officer

Lewisham

£20/hr

Start date: ASAP

Full time: 35/hrs a week

3 - 6 months contract

Main Purpose of the job:

To effectively respond to adult social care enquiries received within the Adult Social Care Advice and Information Service. To undertake such follow up work, by adopting a strength based approach to contacts, in order to ensure customer satisfaction in reaching a conclusion. This role involves liaising with other sections as needed in accordance with procedures or instructions.

Summary of Responsibilities and Personal Duties:

To receive, triage and resolve adult social care enquiries using a strength based approach, helping people to help themselves either face to face, in writing or by telephone.
Provide information and signposted advice to customers about the range of voluntary sector partners and other appropriate community services to help increase levels of customer independence.
Be familiar with the range of community based support services to help people become more independent, including equipment
Promote and deliver the highest standards of customer care, which includes offering a professional, friendly, courteous service to contacts
To complete delegated work tasks thoroughly and timely, and using own initiative, seeking guidance as requiredKnowledge

Knowledge and understanding of key services within Adult Social Care
Knowledge of adult social care and the needs of older or vulnerable people
Knowledge of data protection legislation and understanding of
maintaining client confidentiality.
Knowledge of welfare rights issues.
Knowledge of switchboard dutiesDemonstrate your Experience of:

Working and taking customer enquiries on a busy public enquiry service
Experience of working with adult social care services
Verbally resolving customer enquiries in a straight forward way
Dealing with challenging customers
Using Microsoft Office products and an on-line computer system
Working to targets and timescales using your initiative
Able to learn and deliver other services incorporated in Customer Services