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Lifeline Services is a busy response service with our officers providing emergency help if required until the other services or relatives can be organised. Our service works 365/24/7 supporting approx 3000 clients across Darlington and the surrounding areas to remain independent and reassured that they are able to get help at the touch of a button.

You will be based at our central office and your duties will include responding to clients in their own homes, various administrative duties and computer input.

The installation, checking and demonstration of technology and low level adaptations would also be an integral part of your duties. You will need to have a caring, calm and discrete personality, be flexible and reliable with the ability to communicate effectively both orally and in writing.

You must have experience of working with older, more vulnerable or chaotic people and preferably have a First Aid certificate, although full training will be given.

All employees will be expected to:

• Ensure that you work in line with all the Council’s policies and procedures and ensure that you are aware of your obligations under these.
• Manage your team in line with all the Council’s policies and procedures and ensure that employees are aware of their obligations under these.
• Behave according to the Employees’ Code of Conduct and ensure that employees in your team are aware of their obligations and responsibilities re. conflicts of interest, gifts, hospitality and other matters covered by the Code.
• Ensure that the Council’s Equality agenda is implemented effectively in your team and to carry out your duties as a [manager / supervisor] and employee in line with these.
• To fulfil your health and safety management role as detailed in both Corporate and Group Health and Safety Policies, organisational statements and procedures to ensure a safe working environment for yourself, members of your team and others who may be affected by your team’s activities.
• Any other duties of a similar nature related to this post that may be required from time-to-time related to the posts of Response Officer and/or Scheme Manager, this includes scheme and rota cover as directed by your line manager.
• To work flexibly on a rota system for Bank Holidays, evenings and weekends.
• Darlington Borough Council and schools within the Borough are committed to safeguarding and promoting the welfare of children and expects all staff and volunteers to share this commitment.
• This post is deemed to be a ‘Customer Facing’ role in line with the definition of the Code of Practice on the English language requirement for public sector workers.
• This post is subject to an enhanced disclosure. The successful applicant will be subject to the relevant vetting checks before an offer of appointment is confirmed. Following appointment, the employee will be subject to rechecking as required from time to time by the Council
What are you expected to do?
• Respond to emergency calls, conduct dynamic risk assessments and give emergency help including responsive care and emergency First Aid including Defib and CPR as required.
• Deliver support (not nursing) to clients, maintaining their dignity, personal safety and independence until other arrangements can be made.
• Providing a sympathetic and supportive response to our customers and their families during times of illness, hospitalisation or bereavement.
• Undertake clerical and administrative duties to facilitate the seamless delivery of the Lifeline service.
• Consult and liase with appropriate colleagues/agencies to share any relevant concerns and attend any MDT or similar meetings, maintaining accurate records of actions taken.
• To encourage the use of technology, be skilled in demonstration and install which may require the use of basic tools and working at heights.
• Signpost customers to other agencies to ensure they receive appropriate levels of care and support.
• To create new client accounts, respond to customer account queries and identify low level debt.
• Proactively promote the Lifeline service.
• Assess the condition of client properties and any changing needs to support and maintain their health and well-being.
• To complete annual visits to review client information, check equipment and accurately update client records.
• To drive a Council vehicle to respond to emergency calls and meet with all corporate guidelines around driving safely for work.
• To safeguard and promote the wellbeing of our clients and adhere to all sepcificed procedures.
• Undertake all necessary training activity and assist with the delivery of training to new staff.
• Provide support with any other duties including scheme and rota cover as directed by your line manager. Working flexibly on a rota system for Bank Holidays, evenings and weekend.
• Complying with all aspects of the Corporate Health and Safety policy and service specific risk assessments. Reporting any incidents/accidents/hazards and taking a pro-active approach to health and safety matters.


What you need to be successful?
• Full UK driving licence & able to carry out the physical requirements of the role.
• Approx 2 years experience of dealing with vulnerabe clients who may display behaviours that challenge and maintaining of appropriate boundaries.
• Experience of working within policies and procedures, use initiative to respond to situations and escalate as required.
• Experience of working in a busy and challenging environment with the ability to deal with unexpected events and prioritise accordingly.
• Understanding of data protection principles and confidentiality of sensitive information.
• IT literate, capable of using Microsoft Office Packages, ability to apply accurate literacy and numeracy skills, demonstrate attention to detail and work within guidelines.
• Strong commitment to customer care with a calm, helpful, empathetic and patient approach to customers.

You must be willing to work weekends and evenings, those who are unable to work flexibly on a 24/7 rota need not apply. Our current shifts are as follows: Monday to Sunday Dayshift 07:30-15:45 Backshift 15:30-21:30 Nightshift 21:30-07:30

Pay Rate: £13.02 p/hr
Reference : Lifeline Response Officer jobs

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Published at 24-08-2024
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