Job Description

Main Duties and Responsibilities:

To form part of the Carers Services Contact Team function to provide information, advice, guidance and support with an outcome focus to support carers referred to Sunderland carers centre for a statutory carers assessment in a format which most appropriately meets their individual needs. To provide a first contact service to those contacting Sunderland Carers Centre or Sunderland City Council via telephone, email, face to face or via website enquiries requesting a statutory carers assessment and providing the person with relevant and accurate information, advice, guidance and support within the statutory assessment framework. Provide a professional welcome to all customers and visitors, presenting a positive impression of the organisation and Sunderland City Council To ensure that incoming telephone calls are answered in a professional and timely manner and transferred, where appropriate, to the relevant team member To develop and co-ordinate a range of information, advice and guidance resources in formats that meet the needs of carers, professionals and wider communities. To triage referrals for statutory assessments, providing initial low-level assessment.



To manage the onward escalation of statutory carers assessment referrals and/or support needs to the appropriate staff member to ensure a smooth transition of services Carry out the necessary administration for this role accurately and within organisationally set standards including updating the Customer Relationship Management (CRM) System (Charity Log and Liquid logic) Input activity and outcome records to CRM system. Work to achieve agreed carer outcomes, contract Key Performance Indicators and targets as agreed with the organisations frameworks, commissioning contracts and statutory carers assessment framework Also Working as part of the wider team to provide a range of support options which includes support via telephone, e-mail and 1:1 meetings plus support at a range of meetings both internally and externally. To develop and maintain meaningful, effective on-going relationships with other organisations and professionals to ensure that carers have a range of accurate information, knowledge and opportunities available to them. To provide advocacy and enable self-advocacy on a one to one and group basis to develop carers confidence, self-esteem and ability to self-care.



To support carers to explore options relating to education, training, volunteering and employment as they see appropriate. To develop ways to support carers to share their experiences, this may include developing and facilitating groups and events internally and externally To attend and/or support promotional events, training opportunities or social activities for carers. To work with the wider Carers Centre and Sunderland Adult Carer Front Door teams and partners to identify and engage hard to reach carers. To support carers to have a life of their own along-side their caring role To represent Sunderland Carers Centre in order to promote and encourage understanding and awareness of carers issues for example through the delivery of agreed training programmes for carers, partners and the wider community To support the communication of National Legislation regarding carers and how this affects carers.



To contribute to good practice and development of the organisation including service evaluation Work with and mentor designated volunteers with the support of the Volunteer Co-ordinator Work with and mentor students on placement within the organisation To support the development of written and verbal reports to the Service Manager, Management Team, Chief Executive Officer and the Board To participate in set supervisions and appraisals with line manager To adhere to all policies and procedures of the organisation To observe strict confidentiality regarding information obtained during the course of the role and maintain professional boundaries To provide support and assistance, whilst carrying out any other duties as and when required by the Management Team, Chief Executive Officer and Board