Job Description

In this rewarding role, you will act as a key worker for a designated caseload, offering tailored advice, therapeutic support, and signposting to relevant internal and external services. You will also coordinate and facilitate group sessions and one-to-one activities, helping individuals maintain their independence, build new support networks, and stay connected with their communities. This role is essential in promoting best practice in dementia care and may also involve supporting the delivery of dementia-specific training.

Main Duties and Responsibilities:

To support the work of the Admiral Nurse Team in a defined locality providing exemplar customer care throughout the customer's journey.

To respond to enquiries from customers, referrers and other stakeholders within the organisations service level agreement response time, highlighting pressures, issues or concerns to the locality Admiral Nurse or Lead Admiral Nurse. Welcome new customer enquiries and initially discuss what the organisation has to offer.

To participate in a duty rota for triage of referrals if required

Provide one-to-one support for people with dementia and their carers helping them to access activities and their communities. Also providing emotional support to both as appropriate through face-to-face meetings or telephone contact, within a defined locality and using strong communication skills.

To support the Dementia Team in the delivery of dementia activity sessions in a locality and also across the Borough, and co-ordinate all associated activities in relation to customers attending those activities.

To review customer satisfaction with groups and activities, identifying opportunities for group development following best practice, and customer suggestion.

To facilitate Dementia Friends sessions as requested, and to work towards Dementia Friends Champion registration.

To work in line with Search and Age UK Newcastle and North Tyneside's Policies and Procedures relevant to the role, particularly data protection and confidentiality.

To establish good working relationships across the organisation and with external stakeholders and customers.

To participate in monthly case supervision with the locality Admiral Nurse, attending prepared to discuss customer support, case management and other service/work issues.

Essentials:

NVQ level 3 in Health & Social Care or same level qualification in a similar field

Demonstrable understanding and working knowledge of the Care Act 2014

Experience of planning and organising work to meet targets

Awareness of safeguarding and health and safety processes

Good computer skills. Able to use a variety of software and IT systems including Word, Excel, Power Point etc.

At least 2 years' experience of working with people with dementia and/or their families and carers Experience of delivering activities specifically for people with dementia

Experience of providing person-centered care

Experience of current issues relating to people with dementia and their families and carers

Enjoys working with people in all their diversity and displays an empathy and understanding of their lives

Effective team working

Strong and consistent communication skills, able to demonstrate empathy and respond to emotional situations sensitively

Self-motivated and able to prioritise workload

General report/letter writing skills

Desirables:

Good working knowledge of CRM systems

NVQ level 4 in Health & Social Care

Experience of customer data input and word processing

Experience in the Voluntary Sector, NHS, Public Health or Social Care with a proven track record of using professional knowledge to improve care.

Experience of training and supervision of staff/volunteers

Experience of case management

Experience of carer support activities

Knowledge of monitoring and evaluating projects

Working with a wide range of stakeholders across the public, private and third sector

Training in Cognitive Stimulation Therapy or other dementia training

Use of Performance Management or Customer Record Systems and preparing written reports

Benefits:

National Living Wage Employer

Qualification for Blue Light Card

27 Days Holiday including Wellbeing Day

Generous Pension Scheme

Staff Referral Scheme

* Annual Thank You Events