JOB DEFINITION
JOB TITLE:
Carers Hub Information Officer
ACCOUNTABILITY:
Centre Hub Manager
LOCATION:
Carers Hub at 76-78 Boldmere Road, Sutton Coldfield
HOURS:
37.5 hours per week, Monday to Friday
[shift pattern: 8am-4pm and 10am-6pm]
SALARY:
£19,500 per annum
JOB PURPOSE:
To be a key member of the Carers’ Hub team, making a major contribution by providing
free personal, confidential and accurate information, support and advice to carers in a
variety of care situations. Engaging in the identification of carers to improve life
opportunities round well-being, access to training, education and employment and
supporting young carers through transition to adult services
ROLES AND RESPONSIBILITIES:
1. To act as first point of contact with aim of registering new carers by entering
personal details and details of the cared for person into the an electronic system
2. To update existing customer information.
3. To handle telephone enquiries and provide the appropriate information using the
available resources ensuring the carers’ needs are identified and met, by giving
the relevant information and advice and/or literature and/or by referring to
appropriate outside agencies ensuring each individual’s needs are identified and
met.
4. To ensure the carer is offered registration to the emergency response services
and an email is sent to the CERS contact team to follow up on the referral.
5. To route calls to the appropriate contact teams, identifying and escalating priority
issues.
6. To provide comprehensive information and advice to carers of all ages and follow
up calls where necessary.
7. Signpost or arrange relevant training in relation to caring roles.
Birmingham Carers Hub
76-78 Boldmere Road, Sutton Coldfield, B72 1SH
Helpline: 0121 448 7088
1
8. To process on-line applications such as the carers break grant, welfare benefit
applications and such like.
9. To manage and resolve carers complaints if applicable, escalating issues to the
carers hub coordinator.
10. Proactively make contact with registered carers if and when required.
11. Establish mechanisms for disseminating regular/periodic information update to
carers within the city of Birmingham.
12. Provide mechanisms for carers to engage in the development and the service
delivery of the carers hub by actively promoting telephonically, emailing, providing
carers with information relating to forums and meetings where carers can
participate and voice their opinions.
13. Undertake carer awareness raising and promotional activities.
14. Document all call information according to standard operating procedures.
15. Ensure that all cases, one off queries and contact with clients are recorded on the
Advice and Information database system on a daily basis.
16. Research, collate and organise relevant material for the Information Service,
continually updating publications and maintaining an information library within the
Carers Hub that can also be used within the carer contact teams.
17. To produce regular figures and reports as required by the Carers Hub
Coordinator.
18. Undertake any necessary administrative tasks conducive to the day to day running
of the Carers’ Hub and Information Service.
19. Ensure the development of joint working with the other providers associated with
the Forward Carers Consortium [FCC].
20. Complete Carer Hub statistical information on a daily basis to be submitted
monthly.
21. Maintain strict confidentiality at all times relating to the affairs of carers and any
related matters.
22. To personally keep up with current legislation and guidelines regarding carers’
entitlements to ensure accurate and appropriate information is passed to carers
and to undertake ongoing training courses as identified, including distance
learning where identified.
23. Undertake additional duties commensurate with the overall purpose of this post,
which may arise from time to time.
24. Comply with Health and Safety arrangements within all places of work and to act
in accordance with the Carers Hub and Safety Policy and Procedures.
PROFESSIONAL COMPETENCIES:
 Detailed knowledge of welfare benefits as they relate to carers of all ages.
 A good understanding of the needs and requirements of carers.
 Ability to maintain substantial, detailed information systems including case file
management.
 Good skills with information systems include advice and information database
systems.
Birmingham Carers Hub
76-78 Boldmere Road, Sutton Coldfield, B72 1SH
Helpline: 0121 448 7088
2
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Ability to relate to, communicate and empathise with people from all different kinds
of backgrounds and cultures.
Excellent understanding of team working relating to both inside and outside the
organisation.
Excellent Customer Service skills with the ability to be completely patient and
understanding.
The desire to exceed within a call centre environment.
RELATIONSHIP MANAGEMENT:
 To work as an integral part of the Forward Carers Consortium [FCC].
 To work alongside partners within FCC and act as the first point of contact and
provide advice and support to carers.
 To signpost on to partner organisations and other with the aim to coordinate support
and additional services in order to provide at up to date and comprehensive service
within the Birmingham.
 To liaise with professionals from other organisations and to foster relationships with
them conducive to the wellbeing of FCC.
SPECIAL CONDITIONS:
1. A Criminal Records Bureau Enhanced Disclosure check will be undertaken for this
role.
This is a description of the job as it is at present. It does not form part of the contract of
employment. Job Descriptions are regularly reviewed and altered when necessary in
conjunction with the post holder.
August 2014
Birmingham Carers Hub
76-78 Boldmere Road, Sutton Coldfield, B72 1SH
Helpline: 0121 448 7088
3
PERSON SPECIFICATION
ESSENTIAL
Knowledge, Skills and Abilities:
1. Knowledge and understanding of welfare benefits used in a
professional capacity.
2. Knowledge of welfare benefits relating to carers of all ages
3. Detailed knowledge of the issues affecting carers
4. Good listening and communication skills with individuals of all
backgrounds
5. Able to deal with people in distress or showing signs of anger
6. Able to deal with challenging groups or individuals
7. Good IT skills, including word processing, databases and internet
8. An organised, methodical and analytic approach to workload
9. A good understanding and knowledge of diversity & equality
issues
DESIRABLE
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Experience:
10. Experience of working with a wide variety of people from different
backgrounds, in both public and professional settings
11. Experience of working in an information and/or research
background
12. Experience of accessing and providing a wide range of
information
13. Experience of keeping confidential records [computerised and
manual] and an understanding of what confidentiality means
14. Experience of working in a customer focused environment
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Education and Qualifications:
15. Good overall standard of education
16. Evidence of job related learning & development
17. Willingness to continue professional development
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Personal Characteristics:
18. A willingness to work alongside other colleagues and agencies in
a mutually supportive way, to improve services to carers
19. An overall ability to respond to the specified requirements of the
individual with empathy and understanding
20. A willingness to keep updated on issues relating to carers and to
attend relevant training as necessary
21. Empathetic and non-judgemental approach
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August 2014
Birmingham Carers Hub
76-78 Boldmere Road, Sutton Coldfield, B72 1SH
Helpline: 0121 448 7088
4