About The Service
Telecare is a 24/7 service provided by Cardiff Council to help people live safely in their own homes. The services provides peace of mind for the elderly and vulnerable citizens of Cardiff whilst enabling them to live as independently as possible.
About the job
- Housing Warden - will be required to visit the home of a person who has triggered an alarm call to the Telecare control centre. They will also carry out routine visits to the Sheltered Housing schemes in the absence of the Scheme Manager.
- To accept and record incidents and appointments digitally with a high level of accuracy and detail.
- To carry out visits to customers homes in the event of defective dispersed alarm equipment needing attention.
- To receive notice and details of alarm calls via a mobile telephone, tablet and two way radio and drive to the home of the person and provide any practical help, or support that is required and inform the Control Centre of the circumstances and
- If during the course of a visit to a customer, the Mobile Responder discovers an emergency situation they will notify the Control Centre immediately so that the appropriate emergency service can be called. The Housing Warden will not be expected to intervene in an emergency or threat where this intervention would pose a threat to their own security .
- Will be required to liaise with emergency services in order to advise them on entry to premises, next of kin, or any other appropriate information on the system user which is available.
- Will be required to work on a fixed shift basis covering 24 hour 7 day period either days nights. Saturday, Sunday and Bank Holiday working will also be required.
- To deal with sensitive and emergency situations effectively and efficiently liaising with other customers, care agencies are/or emergency services
- This is a lone working role, with Responders operating independently across designated areas of the city. While typically part of a two-person team covering separate areas, the role involves working alone at all times, including both day and night shifts.
What We Are Looking For From You
- To receive and respond to calls reported to the contact centre including emergency and priority calls from vulnerable and elderly customers
- To listen, assess and empathise with the customer’s situation and convey a genuine desire to help and support
- Communicate clearly, concisely and appropriately ensuring that they understand the action which will be taken
- To use appropriate equipment to assist customers if they have fallen or require assistance.
- Ensure all equipment is cleaned and used correctly within health and safety guidelines
- Work as part of the wider team ensuring continuous improvement responding to change in a positive manner
- Work with current and emerging technology to enhance customer contact services, assisting in the development and implementation of systems (both manual and technology based).
- Work as part of the wider team ensuring continuous improvement responding to change in a positive manner
- To be responsible for the safe keeping of the Authority’s fuel cards and equipment completing driver vehicle log sheets and vehicle condition log.
- To attend relevant training sessions, courses and team meetings as required, being trained to provide cover for Control Centre operator and Sheltered Housing in emergency cases.
- The ability to speak other languages, in particular Welsh, and Community Languages would be an advantage.
Additional information
This post is subject to a Disclosure and Barring Service Enhanced check.
This role is part-time and will work 28 hours per week. The advertised salary is based on a full-time role (37 hours per week, 52 weeks per year). The actual salary will be lower than the advertised salary because of the part-time hours and weeks worked.
Safeguarding and Child Protection are key priorities for the Council. We aim to support children and vulnerable adults to ensure they are as safe as they can possibly be. Our services and schools are committed to ensuring the safety and protection of all children and vulnerable adults, and will take action to safeguard their well-being, and acknowledge that children and vulnerable adults have a right to protection. This is supported in the general ethos of the Council and all schools.
We welcome applications in both English and Welsh. Applications received in Welsh will not be treated less favourably than English applications.
We understand you might use AI and other resources for your application; however, please ensure all information you provide is factually accurate, truthful, original and does not include ideas or work that is not your own.
The interview process for this role will be conducted face to face or otherwise on a virtual basis using an appropriate online platform. The hiring manager will advise on the format of the interview as part of the recruitment process. If you have any concerns about your ability to take part in a virtual interview process or would like to have an informal chat about this role please contact Huw Parry-Evans (029) 2053 7080 Huw.Parry-Evans@Cardiff.gov.uk
Please note the Council does not accept CV’s. When completing the supporting information section of your application, please ensure you refer to the below located on our website:
Important information you need read in order to complete your application:-
Additional Information:-
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