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Job description

Generous annual leave entitlement

Local Government Pension Scheme

Free parking

Do you enjoy supporting others and have an interest in working in a role that brings variety and challenge? Are you able to work a variety of shifts? If so, we would like to hear from you!

Harborough Lifeline is a 24/7 service that supports vulnerable members of our local community by responding to emergency alarm calls from customers with a variety of needs. Some may need someone to talk to, require a family member or friend to attend, or we may need to call for emergency service assistance.

We also take calls outside of office hours where we support callers with various queries including emergencies, requiring us to liaise with contractors, council officers and other authorities where necessary.

Part of the role also includes the monitoring of CCTV and undertaking regular checks of the alarm monitoring equipment, so being drawn to a varied role is a must.

You will have excellent and adaptable communication skills with the ability to support our diverse customer base, some of whom might be confused or distressed. Experience of working in a caring environment and/or a customer service role with the ability to remain calm in a crisis is essential.

The job is pressured at times and the successful applicant will be able to demonstrate good decision-making skills. As the role involves handling queries from the public, council officers and residents, a patient, professional manner is essential.

Knowledge of a call handling operation or the Lifeline (Telecare) Service would be an advantage. The ability to use ICT systems confidently is essential, but full training will be provided on our in-house systems.

The Post Holder will be required to work mainly within the Control Centre, working on a rotating shift basis of mornings, afternoons, and nights (including weekends and Bank Holidays). Once fully trained there may be occasional working from home opportunities available.

Flexibility is required to maintain service provision and you will be needed to support your colleagues by covering for annual leave and sickness, sometimes at short notice.

The role involves the installation of telecare equipment, therefore the successful applicant will need to hold a full driving licence and have access to a suitable vehicle.

Harborough District Council has an open and positive stance on the protection of children, young and vulnerable people.

This post is subject to a criminal background check via the Disclosure and Barring Service.

We reserve the right to bring forward the closing date should we receive sufficient suitable applications, so we encourage you to apply as soon as possible.

Desirable criteria from the person specification may be used for sifting purposes.

If you think you would be a great fit for us, but don’t meet all the requirements of the role, please contact us as we’d love to discuss how we could be the next step in your career journey.

Call 01858 464499 and ask for Lucy Allison (Monday – Friday during office hours)

For further information and to apply online click the ‘apply on company website’ button.

The closing date for receipt of completed applications is 9am 5th June 2023.

It is anticipated that interviews will be held during the week commencing 12th June 2023

Desirable criteria from the person specification may be used for sifting purposes.

All applicants should be aware that any employee of the Council, who is at threat of redundancy at the time of a position being advertised, will have priority status.

HARBOROUGH DISTRICT COUNCIL - JOB DESCRIPTION

POST TITLE: Lifeline Centre Operator GRADE:4

RESPONSIBLE TO: Control Centre Manager

VARIATIONS TO STANDARD CONDITIONS OF SERVICE:

1. This is a description of the job, as it is constituted at the date shown below. It is the practice of this Authority to periodically examine employees' job descriptions and to update them to ensure that they relate to the job as then being performed, or to incorporate whatever changes are being proposed.
This procedure is jointly conducted by each manager in consultation with those working directly to them. You will therefore be expected to participate fully in such discussions. It is the Authority's aim to reach agreement to reasonable changes, but if agreement is not possible management reserves the right to insist on changes to your job description after consultation with you.

2. Required to work on a rotating three shift basis (mornings, afternoons and nights.) This may include some or all public holidays and weekends. Working hours for the post differ from those of other Council staff, but contractual hours, leave allowance et cetera are equivalent pro rata.

3. Conditions of Service for Lifeline Operators: This post requires clearance by the Disclosure and Barring Service.

4. A full, valid driving license and access to a motor vehicle is required. The post holder will be designated as a Casual Car User for travel allowance purposes and will need suitable motor insurance cover.

DATE ISSUED: May 2023

JOB CONTEXT

The efficient running of the Lifeline Centre, including the staffing of the equipment, administrative and public relations duties depend on the ability and temperament of the operator who must act as a friend and advisor, promoting reassurance and security to the resident who has called the centre via their emergency call unit.

The Lifeline Centre operator must have good communication skills, be a good listener, be able to act on their own initiative in an emergency and be computer literate. The Lifeline Centre operator should have common sense, patience, resourcefulness, and a sympathy for and understanding of the needs of older people.

The Lifeline Centre operator must know the appropriate statutory and voluntary services to contact when required by the user, acquiring the service sought as soon as possible. (Training will be provided.)

JOB PURPOSE

To provide a high quality efficient service to the elderly, disabled and other vulnerable residents who are connected to the Lifeline Centre. To evaluate and respond to calls quickly and calmly in a sympathetic and reassuring manner to obtain the service required to meet the caller’s needs.

To undertake specific and miscellaneous administration tasks to support other
Council services such as Harborough Homesearch.

To undertake fieldwork duties across the area. This will include the installation of lifeline alarms for new clients and regular servicing of equipment in use by existing customers.

To undertake CCTV monitoring duties, including assisting the police officers with the playback and copying of recorded images.

To receive and respond to out of hours emergency requests on behalf of Harborough
District Council and other subscribed organisations.

To support lone workers via the monitoring of their movements whilst on duty and to provide out of hours services to process received homelessness requests.

JOB ACCOUNTABILITIES: a) The operator on duty at the Lifeline Centre will respond to all calls received at and made from the Centre. b) Operation of all communications equipment installed at the Lifeline Centre. c) Use of the IT equipment to obtain information about users of the system, update existing records, input new records and make backup copies of the database every day. d) Ensure as directed by the Service Manager, Lifeline that the requirements of the Data Protection Act, 1984 are complied with. e) Programming of alarm equipment prior to connection to the Lifeline Centre. f) Any clerical duties necessary for efficient operation of the Lifeline Centre as instructed by the Services Manager Lifeline or Control Centre Manager. g) Ensure that faults occurring in equipment at the Lifeline Centre or sites linked to the Lifeline Centre are reported promptly, and test equipment as necessary. h) In an emergency undertake additional hours of duty for which overtime will be paid or time off in lieu granted.

i) Required to provide emergency response cover by agreement with the
Lifeline manager from time to time in accordance with the Lifeline emergency cover policy; an on standby payment will be made irrespective of whether the post holder is called; in the event of a call requiring emergency response, the post holder will be paid overtime and/or receive time off in lieu j) The role will require lone working from time to time. k) Ensure that health and safety guidelines are adhered to, and that the
Automatic Staff Down Alarm is switched on at all times. l) To ensure the hand over of the Lifeline Centre with other operators is undertaken smoothly and that all relevant information is passed on. m) Undertake other call handling, CCTV and administration duties as directed. n) Maintain a professional office-working environment within the Lifeline Centre. o) Assist with the regular visits to Lifeline customers to ensure installed dispersed alarms are functioning correctly. p) As a term of employment the postholder may be required to undertake other such duties as may reasonably be required of you in the post and department
(or section) mentioned above or in a comparable post in any of the
Organisation’s other sections or departments at any of the Authority’s establishments. q) To ensure compliance with all Council policies and statutory requirements and guidance in relation to Equality and Diversity, Equal Opportunities, Health and
Safety and Communication and involvement policies. r) To be familiar with and at all times comply with

• the Council’s general health and safety policy,
• The Council’s safeguarding policies (adults & children)
• the Council’s specific health & safety policies and procedures as detailed in the Council health and safety policy documents, and
• local department specific health and safety procedures as amended or added to from time to time.
• The Council’s data protection policies. s) To report any unsafe practice, accident, incident, dangerous occurrence or hazard found during the course of your work to your line manager for action. t) To take reasonable care for the health and safety of yourself and of other persons who may be affected by your acts or omissions at work. To maintain

Personal Protective Equipment and to report any PPE that is defective. u) To co-operate with all staff and members of the authority so far as is necessary to enable all health and safety requirements to be performed or complied with.

v) To ensure anything provided in the interests of health, safety or welfare is not intentionally or recklessly interfered with or misused. w) To uphold and display the HDC behaviour competency framework to at least level 1.

HARBOROUGH DISTRICT COUNCIL – PERSON SPECIFICATION

JOB TITLE: Lifeline Centre Operator

TEAM: POST NO: GRADE: PERMANENT WEEKLY HOURS:
Lifeline CS11 4 35.7 hours

CRITERIA FOR ESSENTIAL REQUIREMENTS: ADDITIONAL/USEFUL REQUIREMENTS
SELECTION: (A clear definition of the necessary criteria) (Where available, elements that contribute to
(Justifiable as improved/immediate performance in the job) necessary for safe and effective performance)
Experience Experience of working in a contact centre environment or in A/I Previous experience of working with A/I a similar role dealing with difficult or sensitive situations. elderly/disabled/vulnerable people.

Experience of basic administration (filing, post, data entry). A/I *Experience in Sheltered Housing, emergency call A/I systems and working in immediate contact with the
Good working knowledge of Microsoft Office Word, Excel A/I public. and Outlook.
Previous experience of CCTV or surveillance duties. A/I

Data entry and amending records on databases A/I

Knowledge Understanding of equal opportunities and diversity issues I Knowledge of local statutory and voluntary services. A/I

Understanding the needs of elderly and disabled residents A/I Understanding of elderly abuse issues A/I to preserve their independence.
Understanding of emergency alarm systems. A/I

Qualifications English & maths GCSE Grade C or above or equivalent E/A QCF: Full level 2 ITQ Certificate . E qualification or relevant experience / aptitude

NVQ Level 2 in Business administration or equivalent

Disclosure & Barring Service (previously CRB) clearance is E Or NVQ Level 2 or equivalent in Customer Services a requirement of this role

CCTV Operations (Public Space Surveillance) (L2)

Full, valid driving license and access to a suitable vehicle E

Skills/Abilities Good verbal communication skills. Articulate with a I Switchboard and advanced IT skills. E/T good, clear telephone voice
Understanding of new technology especially computers and E/I

Good listening skills A/I communication systems.

Able to demonstrate good literacy and numeracy skills. A/I

Able to demonstrate empathy I

Responsible, calming and reassuring temperament I

Able to demonstrate problem solving skills A/I

Able to act calmly in an emergency situation and work A/I under pressure

Able to act on own initiative A/I

Good decision making skills A/I

Able to demonstrate common-sense and patience I

Accuracy and attention to detail A/I

The ability to learn and understand computerised / E/A/I communication systems

Personal Literate, numerate and articulate. A/I
Attributes

Good listener. A/I

Punctual. I

Able to work under pressure. A/I

Resourceful and flexible in approach to work and A/I problem solving.

The ability to be flexible in approach to work considering A/I the 24hr nature of the Centre and the need for the covering of shifts, sometimes at short notice.

Able to work effectively as part of a small team but also as a lone worker. I

Appointment to the role is subject to medical checks to OH assess suitability for the role and shift working

Application

A = Application Form E=Evidence I= Interview OH= Occupational Health
Legend
N.B. Where more than one assessment stage is indicated against a criteria that criteria must be demonstrated at both stages

• Reasonable adjustments will be considered

*Desirable criteria may be used in shortlisting. Asterisked criteria are weighted.

Job Types: Full-time, Permanent

Salary: £23,205.00-£24,968.00 per year

Benefits:

• Company pension
• On-site parking
• Sick pay
• Work from home

Ability to commute/relocate:

• Market Harborough: reliably commute or plan to relocate before starting work (required)

Experience:

• Press Brake Operator: 1 year (preferred)

Work Location: In person

Reference ID: HBC/23/240209