Direct Payment Support Adviser

Job Description Direct Payment Support Adviser

Salary:	A3 £24,915.80
Hours:	35 hours per week
Type of contract:	Permanent
Location:	The role is office based in Worthing.
Reporting to:	Support service team lead
Purpose of the role The overall purpose of the role is to join the Information, Advice and Guidance team (IAG) team as a customer support adviser. IAG offer information, advice, support and training to Direct Payments employers and personal assistants by telephone. Ensuring that the service meets the highest quality standards. Overview
To provide information, advice and guidance over the telephone on Direct Payments, ● working directly with them to enable them to become good PA employers and to effectively manage their employment relationships. Work effectively as a team member, helping other team members where necessary. Liaise with health &t social care staff and the general public when required, to clarify information, to be able to provide correct advice and guidance. Process referrals into the Direct Payment service and set up on our CRM database • Provide cover to the DP admin team in their absence.

Key responsibilities and accountabilities

1. Direct Payments Information and Advice Service

1.1 Cover shifts in the office from 9am – 4.30pm and 9.30am – 5pm on an alternate weekly basis.

1.2 Respond effectively to telephone and other enquiries from existing customers, their carers, social care/NHS staff and the general public including researching specific queries within required timescales and quality standards.

1.3 Process and set up referrals on our CRM database.

1.4 Provide telephone support to disabled people, and/or carers who will be receiving Direct Payments to recruit and engage Personal Assistants, providing step by step advice, following a process and using the learning materials and templates provided.

1.5 Support existing employers to manage and resolve any issues, to ensure that they receive the appropriate support to become competent on the issue in the future.

1.6 Have an excellent understanding of internal processes, CRM databases, website, customer and adviser tools.

1.7 Maintain good up to date knowledge of direct payments, personalisation and employment law with guidance and team support.

1.8 Maintain detailed and accurate records of customer contact and other contacts ensuring that all required processes and data fields are completed as required.

1.9 Responsible for managing a personal workload of enquiries.

1.10 Provide support cover to the admin team in their absence.

2. Service Quality

2.1 Work at all times to Independent Lives quality standards

2.2 Maintain good working knowledge of Independent Lives standard operating procedures including the feedback process.

2.3 Ensure that individual performance targets and objectives for speed, efficiency and

2.4 Achieve satisfied customers.

3. Reporting

3.1 Responsible for ensuring that all standard processes are followed, that customer tools are used appropriately and that all database records are completed accurately and in a timely way.

4 General

4.1 The post holder is expected to work within and actively promote the mission, vision and values to other staff members, and to comply with all Independent Lives policies and procedures.

4.2 Annual objectives will be set for this role which will be used to monitor and evaluate performance within the appraisal system.

4.3 Other tasks within the remit of the job may be required from time to time.

4.4 The job description will be kept under review to ensure that it remains up to date.

4.5 The jobholder will be consulted about any proposed changes to the role.

Person Specification

Experience	Essential	Desirable
Knowledge or experience of providing empowering supportpreferably within a social/health care services environment or viapersonal experience.		X
Experience of working with Direct Payments users and supportingset up of PA employment requirements.		X
Experience of working in a customer service environment	X
Experience of researching, signposting, collecting and summarisinginformation based on peoples individual needs	×
Experience of working to high quality standards	X
Experience of working within a quality standards framework		X
Proficient in use of MS Office applications - particularly Excel andWord and the use of web-based applications and email	X
Experience of using Microsoft Dynamics CRM, MS Teams &tSharePoint.		X
Experience or ability to explain complex information in an easy-to-understand way		X
Some understanding of adult and child protection issues and theability to work within safeguarding protocols, ensuring accuraterecording and reporting		X
Values
Person Centered - placing the customer at the heart of everythingwe do	X
Inclusive - compassionate and understanding of others	X
Innovative - A good listener and able to develop support to meetpeoples needs	X
Excellence - Reliable and showing commitment to teamwork	X
Skills, Knowledge & Aptitudes		]
Knowledge of Direct Payments and Health and Social Care Budgetsand their legislative framework		X
Knowledge of basic employment law and the ability to apply thatknowledge in an advice and guidance setting		X
Strong understanding of the social model of disability and willingto promote its ethos and principles	X
Self-motivated with a strong focus on achieving targets andobjectives	X
Results-oriented, able to manage time and priorities effectivelywith a clear focus on setting and achieving high quality outcomes	X
Have sufficient numeracy skills to calculate straight forwardcustomer budget and rotas etc	×
Empathetic with an ability to see things from the other person'spoint of view	X
Excellent telephone and written communication skills using plainEnglish. Attention to clarity and detail of communications;maintaining accurate documentation.	X
"Can do" attitude	X
Other
Well-presented and business-like	X
Willing to undertake further training relevant to the post	X