HART Referral, Duty & Programming Officer

1 x 37 hour Post The HART service provides several care and support offers under its registration as a domiciliary care service. This includes, reablement, which helps people return home from hospital, or prevent them from being admitted to hospital, and regain, their independence. Homecare support to facilitate the timely discharge from acute and community hospitals to better understand the needs of the person once they have been able to return home. Short term crisis support for those experiencing an urgent social care need. These service offers are all short-term support, helping someone to become as independent as possible, and to ensure that the right support pathway is in place to meet any ongoing care and support needs. Key Duties: Be the first point of contact for all internal and external customers to the HART Service. To provide a comprehensive initial contact and duty function, which ensures that queries, issues and referrals are prioritised accordingly and progressed in line with service response timescale. Accept initial referrals into the service and screen against the HART Criteria. Programme the efficient deployment of culturally appropriate reablement support to meet identified goals and support needs. Prioritise urgent referrals to meet key performance indication response times within a two-hour window. Programme Service in such a way which maximises the utilisation of all available resources. It is an important role in the day to day running of the service which operates 365 days of the year from 7am to 10:30pm with a rolling rota shift pattern which includes regular weekends, early, late and day shifts and bank holidays., We are keen to support employees to balance their working life with other commitments. Therefore, wherever possible, we will consider working arrangements that suit an individual's personal circumstances whilst still meeting the needs of the Council. If you would like to discuss the possible flexible working options that might be applicable to this role, please contact the person named below. This may include requests for term-time working, part-time hours, compressed hours, flexible start and finish times, home/remote working, etc.

• Minimum of 4 GCSE's A - C grades including English Language or other qualifications of an equivalent level.
• Experience of working in local government and relevant experience working within an Adult Social Care setting.
• Experience of managing risk and ensuring the best outcome for the customer and undertaking research to identify agencies to effectively signpost relevant queries.
• Experience of working effectively as part of a team, support and developing colleagues and have experience working within a customer service or customer contact centre.
• Knowledge of using complex ICT customer service databases to record and retrieve customer information and the use of Microsoft Packages Word, Excel and Outlook.
• Excellent written and verbal communication skills and able to learn and process new information quickly and accurately.
• Able to identify and record critical information and demonstrate quick thinking and problem solving, with fast and accurate keyboard skills with good attention to detail.
You will need access to a vehicle. A flexible approach to work, access to a vehicle and drivers licence and an Enhanced DBS is required., Disability Confident About Disability Confident A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.


• Opportunities to join a very good Local Government Pension Scheme
• Opportunities to progress within a large public sector organisation
• Extensive training and development opportunities
• Generous annual leave entitlement
• Access to staff wellbeing & counselling Service
• Discounted local gym membership
• Work for an organisation which 94% of our staff say is a good employer