Contract to start ASAP until 01-05-26 with a possible extension.

Responsibilities:

To respond to Lifeline clients and client Out of Hours emergencies, to reassure and/or proactively refer to responders as required.

To undertake pro-active calls to support regular well being of individuals to meet the overall objective for a proactive preventative approach.

To work closely with social care assessment and installation teams to deliver and promote Lifeline and Telecare services.

To respond to the client's Out of Hours Emergencies in the appropriate manner, in line with agreed processes and procedures

To work a 24hr shift pattern for resilient 24/365 operations including bank holidays and weekends.

To ensure that all aspects of the service are carried out in accordance with current legislation, regulations, recognised best practice and to achieve specified performance targets.

To receive calls from dispersed alarms, which would include additional peripheral alarm devices, sheltered housing schemes and out of hours calls.

To handle multiple calls, prioritising based on risk factors and determining appropriate course of action in line with agreed process maps and scripting.

To undertake pro-active calls to support regular well being of individuals to meet the overall objective for a proactive preventative approach

To provide support to Social Care services within the daytime Contact Centre, and wider Contact Centre functions when the Contact Centre is closed and emergencies arise.

To monitor and maintain telecare units for customers within Rhondda Cynon Taf.

To update, amend and enter client and equipment details on the appropriate databases and pass to the relevant back office function.

To receive emergency calls and act as representatives for other Divisions within the Council during out of office hours, which would include the use of any relevant databases.

To receive emergency calls (both community alarm and emergency repair) for Registered Social Landlords and deal with calls as per the procedures detailed in the relevant tier documents.

To monitor lone workers during out of office hours, and act appropriately in an emergency situation.

Disclaimer: On applying for this vacancy, you agree that your personal details will be passed onto our client for their consideration of your suitability for the role. I acknowledge that it is my responsibility to notify iWork Recruitment Limited of any hirer who I do not want my details to be passed onto.

RQ1692445-02-26