Purpose of the post
•Ensure that the people of Gwynedd are at the centre of everything we do.
•Contribute towards providing a County Referrals Intake service within the department.
•Receive enquiries and referrals on behalf of the department from service users, their carers and families or other professional officers in order to ensure an effective service for users and their carers.
Responsibility for functions
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Main duties
•Offer initial screening.
•Receive referrals from a variety of sources, record them in accordance with guidelines and respond to the referrals in line with procedure and note the information in the Department's WCCIS system.
•Provide a consistent response to applications for a service from customers, and specify initial priority level at contact point.
•Listen to and gather all the information of a suitable and relevant contact enquiry from the customer in order to facilitate and advise services further.
•Coordinate with other professions who work with children and families.
•Deal with telephone, email and paper enquiries and provide general advice and information.
•Contribute to some suitable initial assessments via appointments at the office with children and their families.
•Deal with and resolve enquiries from start to finish and be responsible for all activity associated with resolving an enquiry.
•Where suitable, refer customers forward to relevant services.
•Receive information from the Night Team and refer the information on to the appropriate children services with a clear time-schedule.
•Gather core data and comply with the time-schedule to move information on in accordance with the expectations of the services that receive the information.
•Regularly input information into WCCIS and update. Maintain appropriate computer systems.
•Work in a flexible manner.
•Work in a caring and sensitive manner.
•Assist with monitoring the quality of the service.
•Improve customer satisfaction and service provision; contribute ideas for the development and promotion of the service, identify improvements to the processes, collaborate with Services.
•Comply with the Council’s policies (e.g. Health and Safety, Equal Opportunities, Freedom of Information) and legislation and ensuring confidentiality.
•Learn and share information with colleagues, work as part of a team, support colleagues.
•Present a professional image.
•Responsibility for self-development.
•Ensure compliance with Health and Safety regulations in the workplace in accordance with the responsibilities noted in the Health and Safety at Work etc. Act 1974 and the Council’s Health and Safety Policy.
•Operate within the Council’s equal opportunities and equality policies.
•Responsible for managing information in accordance with the Council’s information management standards and guidelines. Ensure that personal information is treated in accordance with Data Protection legislation.
•Commitment to reducing the Council’s carbon emissions in accordance with the Carbon Management Plan, and to encourage others to act positively towards reducing the Council’s Carbon Footprint.
•Undertake any other reasonable duty which corresponds to the salary level and responsibility level of the job.
•Responsible for reporting any concern or suspicion that a child or vulnerable adult is being abused.
Special circumstances
•The post may develop in the future to work more flexible hours in order to respond more effectively to the needs of service users.