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Helpline Access Officer

  • Job reference: 21681
  • Location: Oxford, Oxfordshire
  • Job type: All
  • Area of Expertise: Sheltered Housing Care Line
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Job description: Helpline Access Officer - Oxford
A large housing association are recruiting to an Access Officer to respond to Helpline calls, assessing risk levels and agreeing safety plans as appropriate, from their offices in Oxford

The Role
The focus of the role is to respond to Helpline calls, assessing risk levels and agreeing safety plans as appropriate. This will include the following, additional, tasks and responsibilities:
*To accept and process referrals from partner agencies in accordance with relevant procedures, completing risk assessments and obtaining and recording all necessary information.
*Refer relevant cases to MARAC, IDVA or Safeguarding Agencies following appropriate procedures.
*Based on relevant criteria refer client to appropriate services (e.g. Outreach, Freedom Programme, Refuge or Sanctuary) liaising with relevant agencies.
*Discuss and agree short-term support requirements and arrangements with clients, e.g. Information on legal and welfare rights, housing and benefits; Sign-posting to other agencies and specialist services; Advocacy for victim and children; Contact arrangements (method, time, location)
*Understand and keep up to date knowledge of issues that affect minority groups, e.g. HBV, NRPF, forced marriage, FGM, travelling communities, same sex relationships in order to provide access to appropriate services.
*To liaise with partner agencies and other key stakeholders as appropriate to ensure that good communication and co-operation is maintained.
*To ensure that all relevant documentation and records are completed and submitted in an accurate and timely manner, including those required by commissioners.
*To enhance the prevention programmes offered within Oxfordshire and/or West Berkshire, raising awareness in schools, colleges and the wider community.

The Candidate
To be considered for this role, you will require the following skills and experience:
*Evidence of the ability to communicate clearly and concisely, including the ability to listen actively and match communication to the needs of the recipient
*Experience of customer advice and/or call centre approaches
*Ability to keep accurate records and follow administrative procedures and data protection/confidentiality guidelines
*IT skills: working knowledge of windows software and database usage
*An understanding of health and safety requirements
*Understanding of commissioners' requirements and expectations including inter-agency working
*Awareness of professional boundaries and how to manage these
*Confident communicating with people who are in distress

The Contract
This is a full time role working 35 hours per week, between 0900-1900, on a shift basis. This is an initial 12 week contract with a chance of becoming permanent.

How to Apply
To apply for this role, please send your CV to Lee McMillan at Service Care Solutions via lee . mc millan @ service care . org . uk. You can also call Lee on 01772 208 966 to discuss the role in more detail.