Purpose of the post
• Ensure that the people of Gwynedd are at the heart of everything we do.
•To act as a member of a Referrals Intake Team, to undertake referral processing tasks, provide administrative support, input information into information systems and develop and maintain performance management systems of the Referrals Intake Team.
Responsibility for functions
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Main duties
•To receive enquiries from the public and other agencies via telephone calls, including general enquiries and referrals for services.
•Process these enquiries in accordance with the standard procedure, to record information and search the information systems without delay.
•Undertake more detailed enquiries with other agencies to collect and analyse information in order to promote the multi-agency decision on the response to referrals (including child protection cases).
•Record this information and determine where it is necessary to refer matters forward urgently based on information and contact other officers of the Team and other Managers.
•Respond suitably and professionally to these enquiries in situations that may be sensitive, where the enquirer is distressed or anxious.
•To seek personal support and offer support to other members of the team when coping with the emotional impact of difficult cases, distressed telephone calls or uncertainty regarding steps to be taken in difficult cases.
•Take responsibility for responding formally to other agencies for 'formal response to referrals', by tracking and managing the applications for feedback, research to decisions and results and record these in writing in the various formats and send to the agency in question (e.g. respond to NSPCC, Health Visitors, Midwives etc).
•Take responsibility for Licensing enquiries on behalf of the Service by seeking relevant information on the system, determine the suitability of responding directly on behalf of the Service or decide to refer the matter for the Team Manager's attention.
•Take responsibility for processing CAFCASS enquiries, negotiate with the agency, carry out the enquiry and determine the response, share information and record.
•Take responsibility for statements from Prisons recording the information, and where there is a relative to a child or children, record the relationship for safeguarding purposes.
•Shoulder responsibility for maintaining a working relationship, determine the suitability of the service response, communication and negotiate with prisons.
•Contact other agencies (including CAFCASS, Ofsted, CSSIW, prisons, other Authorities etc) to make enquiries on cases, gather and share information on cases to meet with the requirements of the Referral Intake Team.
•Take responsibility for arrangements to gather information and report on performance information of the Child Intake Referral Team.
•Take responsibility for the referrals received via the post, undertaking the initial steps in the process of recording and inputting into the appropriate work stream.
•Take responsibility for controlling a list of 'duplicate' clients for Children Services that are highlighted in the RAISE system, to create and maintain a system to record, analysing the information in both records, communicate with the RAISE team to ensure the information is available for the purposes of Client Merge.
•Establish and maintain suitable systems to report on performance, using creativity to solve problems and changes in reporting requirements.
•The need to adapt and develop is a constant theme, and the expectation to create new methods regularly arise.
•Type letters, memoranda, forms, etc as time allows.
•Photocopy, fax, scan and file.
•Clerking work needed as a result of officers' duties receiving referrals, distribution of post.
•Use the RAISE system (including tasks such as search for client, create a new client, create referral, attach, scan, create documents and case notes and relationship)
•Use a computer to create a database and produce regular management information reports and create administrative systems as required.
•Create reports from the DRAIG Fach system, and reconcile these with paper systems (e.g. Red Book) for the purposes of tracking cases and referrals, create managerial and statistical reports.
•Respond pro-actively and creatively to solve difficulties with reconciling data, changes in reporting requirements etc.
•Keep the supply of relevant forms in order.
•Order office stationery
•Assist with the collection and preparation of statistics for the Assembly as part of the performance management system.
•Track Team Leader's correspondence in relation to new referrals by using the Department's Postal Tracking system.
•Organise meetings as required and occasionally take minutes.
•Responsibility for self-development.
•Ensure compliance with Health and Safety rules in the workplace in accordance with the responsibilities noted in the Health and Safety at Work Act 1974 and the Council’s Health and Safety Policy.
•Operate within the Council’s policies in relation to equal opportunities and equality.
•Responsible for managing information in accordance with the Council’s information management 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.
•Responsibility to report any worry or suspicion that a child or vulnerable adult is being abused
Special circumstances
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