Assisted Technology Emergency Response Officer
On-siteLondon, England, United Kingdom
London, England, United KingdomOn-siteContractSmall
ContractSmall
Job Summary
Conduct personalized in-home assistive technology assessments and equipment installations while coordinating with social care and health practitioners to address unobserved home risks. Administer daily front-desk operations by receiving referrals, processing queries from service users and professionals, and resolving emergency situations requiring rapid decision-making and safe driving to incident sites. Maintain accurate records in operational systems, manage key holding security, and provide advice on service processes to stakeholders. Work flexible shift patterns including evenings and weekends to ensure continuous service delivery while building strong relationships with colleagues, referrers, and external agencies.
Required Qualifications
- Experience and commitment to delivering high quality customer service in a complex organisation either face to face or over the telephone
- Experience of working with a diverse community in a customer focused environment
- Ability to make decisions, multi-task and act quickly, and calmly to address emergency situations impacting on residents and/or the service performance
- Able and willing to be flexible and responsive in relation to working times, patterns and locations
- Ability to communicate appropriately and effectively clarity both orally and in writing
- To be able to work unsupervised and on own initiative with accuracy and attention to detail
- Experience of dealing with more complex enquiries and work as a productive member of a team
- Ability to deal with distressed, irate and aggressive members of the public in a sympathetic and tactful manner
- Knowledge of the services systems as well as those of Adult Social Services, other partners and stakeholders
- Ability to install and maintain Assisted Technology equipment in service users homes
- Ability to adapt to new ways of working and pursue personal development opportunities
- Ability to understand and apply the principles and requirements of the TSA code of practice
- Ability to set and maintain high personal standards of performance and conduct
- Demonstrates high levels of self-reliance and can build strong, productive and professional relationships with service users, colleagues and stakeholders
- Ability to access, interpret and communicate complex information across a range of disciplines, including that received directly from Adult Social Services, RSLs and other key stakeholders
- Update operational systems, ensuring all required data is added into the appropriate systems in an accurate and timely fashion
- Ability to lead by example in setting and maintaining high personal standards of performance and conduct
- Comfortable in the use of a wide range of IT systems and a positive attitude towards the use of new and emerging technology
- Ability to deputise, as required, for Team Leader and associated duties
- To be able safely drive a car to incidents, emergency response call outs and routine visits safely
- To be able to navigate to addresses and plan the optimum route to the visit, taking account of factors that influence achieving the services response time and ensuring the vehicle arrives undamaged
- To comply at all times with the dress code and to wear the uniform provided
- To work shift patterns within designated operational hours including evening and weekends, public holidays and bank holiday working
- To be readily identifiable as a council employee
- To comply with the councils policies and procedures and ensure the confidentiality of customer information
- To ensure that duties are undertaken with due regard and compliance with the Data Protection Act and other legislation
- To carry out duties and responsibilities in accordance with the Councils Health and Safety Policy and relevant Health and Safety legislation
- To carry out responsibilities/duties within the framework of the Council's Dignity for all Policy
- To undertake other duties commensurate to the grade of the post
- To deputise for the Assisted Technology Team Leader
- To achieve agreed service outcomes and outputs, and personal appraisal targets, as agreed by the line manager
- To undertake training and constructively take part in meetings, supervision, seminars and other events designed to improve communication and assist with the effective development of the post and post holder
- To carry out duties and responsibilities in accordance with the Councils commitment to customer service excellence and ensure compliance with the customer care standards
- To be committed to the Councils core values of public service, quality, equality and empowerment and to demonstrate this commitment in the way duties are carried out
- This post requires an enhanced level of Criminal Record Check
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