Carers Manchester Contact Point Helpline Worker

Job Title : Carers Manchester Contact Point Helpline Worker Responsible to : Carers Manchester Contact Point Co-ordinator Accountable to: Assistant Head of Operations Reporting to : Carers Manchester Contact Point Co-ordinator Salary : £24,900 per annum Hours: 35 Hours Location : Hybrid working from home/ Greenfish, Oldham Street, Manchester. Dependant on the service requirements. Context At Gaddum, we treat everyone as individuals. We really get to know those we help, understanding their world to offer a range of support that’s right for them. Our promise of tailored support is made possible by our breadth and depth of knowledge, through our unwavering commitment to the local people of Greater Manchester. Our experience listening to generation after generation, for nearly 200 years, has taught us the importance of considering not just the individual but also the relationships around them. Our innovative approach means we can, not only build resilience, but identify further risks and offer preventive support now and in the future. At Gaddum, we believe that by supporting individuals, we ultimately help support entire communities. Our aim is to empower and enhance the lives of people in Greater Manchester. We currently work in five Greater Manchester authorities, Bury, Manchester, Rochdale, Salford and Stockport. Job Purpose Carers Manchester Contact Point (CMCP) is the first point of contact for unpaid carers seeking information, advice and support to help them with their caring role. The service delivers a free confidential helpline for carers Monday to Friday. Helpline opening times are subject to change, based on the needs and requirements of carers using the service. The aim of this role is to be part of a team providing a comprehensive information, advice and support to carers in Manchester. The post holder will work alongside colleagues from Gaddum and potentially other organisations to be the first contact in a busy service providing advice via a telephone advice line and managing referrals made through digital sources. They will provide information and advice and refer more complex issues to the appropriate agencies delivering the Manchester Carers Pathway. Key responsibilities Advice giving · Answering telephone calls into a central helpline offering support and guidance to unpaid carers in Manchester. · Provide relevant and meaningful support and information to unpaid carers utilising internal and external resources. · Inform carers about carers assessments and refer where necessary. · Inform carers about emergency grants available and refer where necessary. · Ensure all advice and support given is delivered in a timely manner to suit the needs of carers calling the helpline whilst balancing waiting callers. Follow-up support · Refer unpaid carers to local services to access local and culturally appropriate support in their area. · Refer carers to Adult Social Care for Carers Assessments to discuss and improve their caring situation. · Signpost carers to relevant services in Manchester suited to their individual need. · Complete relevant grant applications for carers using the service where needed. · Use Carers Manchester Contact Point and other reliable and accurate resources to find, interpret and communicate relevant information to carers · Research and explore options and implications so that carers can make informed decisions. · Write and maintain detailed case records for all casework completed. · Collect required data for statistical monitoring and report preparation. · Complete the required training to comply with quality assurance processes. This role is subject to an Enhanced DBS Check. The post-holder will be required to undertake other tasks as reasonably directed by the CMCP Coordinator, which will usually be commensurate with the skills and experience of the post-holder. All staff are expected to work within all of Gaddum’s policies and procedures as they relate to delivery of the CMCP.