Job Title:
Senior Telecare Coordinator
Location:
36 Park Street Lincoln LN1 1UQ
Hours of Work:
35 hours per week – over 7 days a week, 52 weeks of the year
including a weekend/bank holiday rota
Responsible to:
Wellbeing Service Manager
Job Purpose:
Manage a team of Technicians and Administration staff to
successfully deliver Lifeline and Keysafes equipment services to
enable people to remain safe and independent at home.
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To provide line management duties and support to the Telecare Team.
To develop effective partnership working through excellent communication with
other agencies.
To attend stakeholder events and deliver talks if required in order to promote the
service and increase volume of sales.
To undertake programming and installation of equipment when required to
maintain service levels.
To develop and review personal support plans based upon the needs, wishes and
requirements of the individual.
To monitor the performance of referrals and stock against agreed performance
indicators and report to Lincolnshire Home Independent Agency and Lincolnshire
County Council.
To work with Alarm Monitoring Centres to ensure all paperwork is up to date and
performance is adhered to.
In additional to your normal working hours, you are required to be on call on a
rotational basis to cover weekends and bank holidays.
To take an active role in promoting services delivered by Age UK Lincoln &
Kesteven.
To ensure that Key Performance and Service Performance Indicator targets are
met.
To provide data for regular reports and monitoring purposes, adhering to strict
deadlines.
To provide an agreed level of installation, stock and de-commissioning of
equipment.
To support staff to meet performance targets through supervision and personal
development.
To support Customers to understand the service on offer and their responsibilities.
Ensure joint working practices across all partner organisations.
To organise and identify staff training needs on programming and any new
equipment.
To facilitate effective day to day co-ordination of the Telecare Team (including
weekly meetings), to ensure that team members share skills, expertise and
information as appropriate.
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To manage the Telecare Team, ensuring the team receive regular one to ones,
appropriate training and support through shadowing and quality audit
assessments.
To monitor and authorise annual leave and record and monitor absence.
To keep up to date with legislation, good practice, and service developments.
To ensure that Customers are able to access available services and enable them
to participate appropriately in all aspects of community life, and to liaise with other
agencies on their behalf, when appropriate.
To assist Customers with the maintenance of their equipment, giving advice on
reporting repairs.
To ensure reviews of individual Customers are carried out and information is up to
date.
To make decisions to end the service when the Customer doesn’t engage or
misuses the service.
To maintain appropriate professional relationships with Customers, and to maintain
the highest standards of Customer confidentiality, in strict accordance with policy
and legislation.
To undertake specific projects, under the directions of your Line Manager.
Ensure all Age UK Lincoln & Kesteven policies and procedures are followed and
adhered to, in particular health and safety regulations.
To work outside office hours on occasion, and undertake other duties appropriate
to the post, as required.
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Person Specification
Technical Services Manager
Characteristics
Essential
Desirable
Knowledge & Skills
Understanding and
appreciation of the needs of
older adults and persons at
risk.
Awareness of the
functions of Age UK
Lincoln & Kesteven
services and support.
Ability to lead and manage a
team.
Programming and
installing telecare
equipment.
Ability to manage, maintain
and support with financial
budgeting.
Excellent communication and
interpersonal skills – with
proven ability to communicate
effectively both verbally and in
writing. Liaising effectively with
people at all levels and from a
variety of cultural backgrounds.
Knowledge of telecare
equipment.
Ability to develop good working
partnerships, external and
internal.
Knowledge of computer
programs including Microsoft
office programs, to include
Word, Excel, Access and
Outlook.
Knowledge and understanding
of the issues surrounding
confidentiality and data
protection.
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Ability to think creatively and
independently.
Education,
Qualifications &
Specialist Training
Good standard of general
education, including GCSE
grade C or higher in literacy
and numeracy.
Evidence of training and
ongoing development for
example qualifications in
Level 3 Leadership and
Management.
Experience
Experience of providing a
quality customer service.
Experience of working
with older adults.
Experience and evidence of
managing a team.
Experience of developing a
service or department.
Personal
Characteristics
Well-presented and business
like.
Good local knowledge of
services for older people.
Ability to work effectively and
motivate staff in order to
achieve best performance from
team members.
Approachable, empathic,
friendly and able to get on with
others and be a strong leader.
Ability to prioritise and manage
workloads effectively and in a
timely manner to achieve
KPI’s.
Excellent organiser and time
keeper.
Ability to confidently promote
the service to wider
stakeholders.
Flexible approach, enthusiastic
and forward thinking.
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Be proactive and have the
ability to identify problems and
seek solutions.
Other
Full driving licence and access
to vehicle with appropriate
insurance for business.
Satisfactory DBS check.
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