Role

purpose:

The work of the Ealing Children’s Integrated Response Service (ECIRS) is to ensure the appropriate response is given to referrals and enquiries received from professionals and members of the public. The work is underpinned by the principle of improving outcomes for children and young people.

The Information and Advice Co-ordinator provides a high quality, impartial and responsive customer service to members of the Ealing community and other professionals. They effectively and sensitively manage all enquiries that come into the ECIRS service. The team monitor, forward and respond to all calls and emails, providing advice and guidance as required.

To work closely with our Child Abuse Investigation Team (CAIT) and Multi Agency Safeguarding Hub (MASH) police teams to ascertain and process police reports urgently, diligently and efficiently which, might be high level cases impacting on and in the lives of children and young people.

Key Responsibilities:

  • To make a preliminary identification of children and families’ needs, assessing the risk in respect of the concerns raised and either to take a referral or give information and/or advice or re-direct as appropriate in conjunction with the duty manager.

  • With management direction and support to undertake basic follow up and clarification of the original contact to liaise with other Children’s Service Teams, other agencies and members of the public as appropriate.

  • Responsible for making initial enquiries in respect of incoming Missing Young People and Probation notifications, communicate with duty team and record outcomes.

  • Contribute to the process of multi-agency social care decision making by providing appropriate and sufficient information about the concerns raised.

  • Responsible for collating information from team databases and use spreadsheets to complete monthly/quarterly returns as required

  • To gather and record accurately information both manually and electronically to support the audit and quality assurance of the service making full use of the Mosaic record management system ensuring that the service’s information is accurate, up to date, accessible and timely in order to respond to customer needs

  • To support the Team Manager with service development and performance improvement projects, to ensure continuous review and improvement. To gather statistical information for internal and external audits in preparation for mock and Ofsted inspections.

  • To contribute to the work of the Team to ensure the smooth running of the service, sharing administrative responsibilities as appropriate including essential cover for other colleagues where necessary and utilising council systems and procedures to provide an effective and efficient business support service

  • Managing sensitive information relating to the Safeguarding of children and young people in line with departmental procedures and GDPR guidelines and information sharing policy.

  • To set up and maintain suitable administrative systems, including the induction of leavers and starters

    • ESSENTIAL KNOWLEDGE, SKILLS AND ABILITIES: 1. Good interpersonal skills and the ability to deal appropriately with people from culturally diverse backgrounds with professionalism and empathy
    2. Good call handling experience and the ability to deal sensitively with difficult or distressed service users always striving for the best possible outcome
    3. Ability to communicate clearly and effectively via the telephone, face to face and in writing.
    4. Numeracy and literacy skills to be able to analyse and produce statistical reports and provide advice and information in a clear and simple style.
    5. Understanding and demonstrating the ability to maintain confidentiality and discretion due to the nature of the work.
    6. Understanding of the principles of good customer care and ability to practice the same.
    7. Ability to organise and prioritise own workload to meet deadlines and targets.
    8. Ability to work independently as well as part of a team to achieve the overall aims of the service to a good standard and contribute to work ethic and ethos within Ealing
    9. Knowledge of IT systems specifically Microsoft Word, Excel and PowerPoint and understand the importance of accurate and timely data collection.
    10.Ability to work with minimum supervision and use of own initiative if resources are scarce.
    11.Experience of working in a customer focused environment, dealing with customers either face to face or via the telephone.
    12.Knowledge and experience of using IT systems in a working environment with proven experience of data inputting and retrieval.
    13.Experience of interacting with customers in a diverse and multi-cultural environment.
    14.Experience of drafting and composing responses to enquiries in writing and e-mail.
    15.Experience of taking a pro-active approach to dealing with customer complaints and / or enquiries

    Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.