Job Description Template s12

Division: Landlord Services Job Title: On Call Warden Grade: 4 Post Number: M118 Base/Location: Charnwood Lifeline, Victoria Place, Loughborough Responsible To: Lifeline Team Leader Responsible For: None The key contacts are the tenants and customers of Charnwood Borough Council (CBC), their family members Key Relationships/ and tenants of other client housing providers, emergency Liaison with: services, social services, CBC officers, repairs operatives and duty managers, Wardens and colleagues in CBC.

Job Purpose The role forms a vital part of the provision of supported housing services to customers who are elderly and vulnerable and require support to remain in independent living. The supported housing service comprises the Lifeline service and Wardens services working together to deliver a responsive, customer-focused service that meets individual needs of people with varying degrees of support requirements, disabilities and medical conditions. Out of hours on call operatives work closely with the Wardens’ Services team and the lifeline controllers who provide emergency support out-of-hours in the evening and at weekends and bank holidays. The role forms part of a team of two staff operating on a rota basis to deliver the service on alternate weeks.

The role requires working in the office Saturday and Sunday to make welfare calls from 8.30 until 15.30 and to be on standby from 17.00 until 9.00am Monday to Thursday and 16.30 until 08.30 Friday to attend at customers homes where required , out of hours emergencies to provide assistance such as gaining access to properties for emergency services for Charnwood Borough Council tenants and customers of private lifelines.

The role forms an integral part of the supported housing service and provides essential emergency support to vulnerable adults, helping them to live independently in their own homes. You will also be required to cover for colleagues’ sickness and holidays

The role forms part of a team of Control Operators providing a 24 hour service to tenants of sheltered housing and dispersed housing for the elderly, as well as to private customers of the service

Main Duties and Responsibilities To be on call between 17.00 and 9.00 Monday to Thursday and 16.30 to 8.30 am on a 1. Friday and all day Saturday and Sunday to attend emergencies from the Lifeline control room.

To ring out to tenants of supported housing to check on their welfare, undertaking visits 2. where appropriate. Attend customer’s properties to provide support and assistance where required, dealing with emergencies, arranging access for the emergency services, resetting or replacing faulty 3. equipment, providing support to customers and carrying out welfare visits etc., whilst maintaining the principles of confidentiality. Respond to emergency calls and give assistance in a professional manner until the relevant 4. emergency service, social services or relatives can assume responsibility. Liaise with other members of the Warden Services team to ensure a high quality, 5. seamless service to customers. Record details of all emergency calls made and actions taken in accordance with CBC 6. policies and procedures. To work closely with control operators and out of hour operatives to ensure the delivery of an 7. effective, high quality service, providing cover during periods of sickness and holidays.

Attend regular team meetings and one to ones with the control room team leader, and 8. attend training sessions as required.

Deliver an effective and appropriate service to all customers, fairly and without discrimination 9. and comply with data protection legislation.

10. Comply with CBC’s policies and procedures.

As a term of your employment you can be required to undertake such other duties commensurate with your grade, and/or hours of work, as may reasonably be 11. required of you at your initial place of work or at any other of CBC’s establishments. Special Factors The role holder is required to be on stand by in the evening and overnight, and during weekends and bank holidays working on a rota basis with another colleague in the same role. The role holder is also expected to work the occasional shift to cover periods of colleagues’ sickness and annual leave and be available to provide cover in the Lifeline control room. The role holder is also required to have a satisfactory Standard disclosure from DBS

This job description sets out the duties and responsibilities of the job at the time when it was drawn up. Such duties and responsibilities may vary from time to time without changing the general character of the duties or the level of responsibility entailed. Such variations are a common occurrence and cannot in themselves justify a reconsideration of the grading of the job.

Charnwood Borough Council is seeking to promote the employment of disabled people and will make any adjustments considered reasonable to the above duties under the terms of the Equality Act 2010 to accommodate a suitable disabled candidate.

Date Prepared/Revised: 19/08/2015 Division: Landlord Services Job Title: On Call Warden Grade: 4 Post Number: M118

How Essential Desirable assessed Qualifications None None N/A

Experience Keyboard/computer experience  App/Int

Awareness of the needs of elderly and disabled  App/Int people.  App/Int Knowledge of the function of other agencies that support the service.

Experience of working in a variety of shift  App/Int patterns

Skills/Knowledge

Demonstrate confidence in decision-making  App/Int

Able to show initiative and respond to situations  App/Int as they develop  App/Int Able to work positively and collaboratively within a team App/Int Demonstrate a practical and flexible approach to  work App/Int Good standard of literacy and numeracy  Division: Landlord Services Interpersonal Skills Must be able to communicate effectively over the  Int telephone

Able to deal with emergency situations calmly  Int/App and assertively  Int/App Able to empathise with, and show a patient, caring attitude towards others

Other requirements An understanding of, and commitment to equal  App/Int opportunities, and the ability to apply this to all situations.

Must be able to perform all the duties and tasks  App/Int of the job with reasonable adjustments, where appropriate, in accordance with the provisions of the Equality Act 2010

 Willing to work occasional overtime to cover Int holidays and sickness

Key: App = Application form Pre = Presentation Test = Test Med = Medical questionnaire Int = Interview Doc = Documentary evidence (e.g. certificates)

Prepared by: Julie Moss Date: 19/08/2015