Information and Access Officer

Working on behalf of a Local Authority, Aatom Recruitment has an excellent opportunity for a Information and Access Officer on a 3 months contract with a possibility of an extension.

Main purpose of post

• To provide a welcoming an approachable reception and information and access service, make an assessment of enquiries and provide information and assistance to service users, carers and members of the public.
• To identify the social care needs of people living in Kirklees, and to respond, often in partnership, with quality services which safeguard and promote the well-being and safety of those people in the community who are in need.
• To provide a central point of access, acting as the front door for Adult Social Care

Responsibilities

• To provide a professional, friendly and courteous information service showing an understanding and sensitivity when dealing with enquiries either by telephone, in person, letter or electronically, responding in a professional manner.
• Respond to enquiries from members of the public, who may on rare occasions be angry and/or distressed, assisting them in resolving their enquiry by providing good quality, timely and up-to-date information in a format that the customer can understand, or referred elsewhere according to agreed procedures.
• To contribute to and/or develop appropriate information and response systems, including maintenance of the information library.
• To make telephone enquiries and arrange or facilitate required visits or appointments on behalf of enquirers.
• Have access to, and provide up-to-date information on eligibility for service/criteria for the public in relation to Social Services and other agency services.
• To deal with complex enquiries from customers concerning eligibility criteria and associated administrative procedures.
• Liaise with and work alongside other services and agencies.
• Making assessment of enquiries from members of the public, users and carers. Where appropriate assist them in resolving their enquiry, collate appropriate information from professionals, screen/prioritise in line with eligibility criteria before making relevant referral to specific service team.
• To listen to the needs, views and concerns of carers and identify and offer appropriate support.
• Negotiate and advocate where appropriate on behalf of customers with other services and agencies.
• Act on behalf of other Services and Social Services Teams according to specific agreements and procedures.
• Ensure effective customer records are maintained for users of the service, and information relating to “high risk” customers are passed on to the Deputy Team Manager in accordance with protocols.
• To develop positive working relationships where working with community/voluntary organisations and other services.

Skills/Qualifications

• Substantial experience of responding to customer needs, both face to face and over the telephone using the principles of customer care.
• Familiarity with the input and retrieval of information to and from a variety of sources.
• Ability to demonstrate literacy and numeracy skills to complete forms, write reports and correspondence and collate information.
• Awareness of equality issues and their impact on service delivery.
• Awareness of services provided by the Local Authority, Health Authority and voluntary organisations.
• Uses an “enabling” rather than “directive” approach to assisting customers.
• Awareness of the importance of confidentiality.
• Ability to analyse problems and to propose solutions.
• Ability to prioritise and meet deadlines.
• Able to use a variety of software packages, in particular Microsoft Office.
• Willingness to continue further personal training and development and to agree a personal development plan.
• Willingness to undertake an enhanced Disclosure and Barring Service check. Please note that a conviction may not exclude candidates from appointment but will be considered as part of the recruitment process.

To get more information about this role and how to apply please contact Anisha 07876556434.