The Access Co-Ordinator role is to triage, plan and co-ordinate the allocation of referrals for the Reablement service to the team to ensure the best use of resources in a cost efficient and effective way.
Bucks County Council is at the heart of the community delivering essential services seven days a week, all year round to over half million plus residents, businesses and visitors. Touching the lives of everyone, the Council provides over 100 services from childcare to countryside parks, schools to social care and from roads to the registry office. From over 500 different locations, more than 10,000 employees work hard to meet the challenge of delivering outstanding service across a portfolio of services.
Buckinghamshire County Council is entering one of the most exciting periods of change in its history. We’re looking to become a more agile, commercial and digitally-focussed organisation. The aim? Benefit our residents and shape our county for the future. With substantial investment in place, we now need people who are determined to make this transformation happen. In return, we offer some of the best benefits around. Everything from a good work-life balance and flexible working to discounted public transport and sports centre membership.
About the role
- Partnership working with a variety of health and social care professionals to support service delivery
- The maximum number of clients are reabled at any one time making optimum use of resources
Examples of Specific Tasks:
- Making the practical arrangements for allocating services to new clients in the most effective way possible, ensuring all calls are covered and liaising with internal colleagues and referring agencies and professionals
- Triaging referrals to the Reablement service in a timely and accurate manner, ensuring all necessary information is captured.
- Provide telephone advice and information to Reablement Workers, clients and carers and families in relation to a range of issues e.g. directions, changes to client need, emergencies, inability to access a client’s home, changes to call times
- Ensuring that the phone service works efficiently and effectively, dealing with and logging calls and making changes. Co-ordinating the assessment and review process and any other changes to the reablement service in liaison with the relevant managers
- Ensuring the compliance with policies and procedures, and communicating and clarifying information about client changes and rotas for example
- Handling enquiries and complaints and resolving at an informal level
Please see the job summary for further information.
The successful candidate for this post will have experience of
Knowledge and experience of working in an adult social care setting and providing customer service
- To be involved in the maintenance of an effective and efficient call handling and call allocation service and to contribute toward service improvement initiatives focused on increasing clients and revenue.
Excellent communication and interpersonal skills.
- Communicating with a wide variety of people in different ways and ensuring that key messages are understood and applied
- Handling sensitive issues relating to client feedback and need and staffing issues
- Good time management and prioritising skills; able to assess competing demands and prioritise effectively. E.g
To be involved in ensuring effective working relationships with relevant
- To allocate work to Reablement Workers in the most effective ways and deal with queries
- To respond calmly and effectively to crisis situations
- Motivated to improving services for vulnerable people.
- To be part of a team ensuring services are delivered in line with agreed quality standards and safeguarding legislation and CQC requirements.
- To lead by example, taking responsibility for dealing with any issues promptly and escalating where appropriate.
- Flexible and adaptable to changing environments, processes and procedures.
- Literate and numerate. Able to maintain accurate records in the required format.
Please see the job summary for further information.
Ambitious. Accountable. Caring. Collaborative.
Our values are what make our culture at BCC unique and we expect all our people to live them in their approach. Ambitious. We want people with a strong desire and determination to succeed. Accountable. Our people take pride in owning actions and decisions. It’s all about using our resources wisely and recognising that the public money we use is all going towards a better future. Caring. We’re people, working for people. Being caring, kind and supportive is intrinsic. Collaborative. Working in a team, sharing ideas and knowledge only means positive things. By creating more effective solutions together, we are able to deliver better outcomes to the county as a whole.
About the business unit
Direct Care has been established to support adults, and those with a disability, to enjoy active lives and remain independent within their homes and communities. Our services offer choice, support opportunity and independence, and help people get the best out of life. Our vision is simple. To make a real difference to the people and communities we serve. Now, and for the future. This means safeguarding the vulnerable, creating opportunities, building self-reliance and keeping Buckinghamshire thriving and attractive.
We recognise and reward you
Hard work and success deserves recognition. That’s why we pride ourselves on the benefits we give our people. Everything from a good work-life balance and flexible working to discounted public transport and sports centre membership.
- Job summary Reablement Central Co-ordinator (Microsoft Word Document)