Description Suffolk County Council – Beacon House, Ipswich, Suffolk IP1 5PB - Onsite moving to Hybrid following completion of training. £27,711 per annum (pro rata if part time) 37 hours per week - Flexible working options available Fixed Term or Secondment until 31/3/2025 (maternity cover) Do you thrive on helping others? Are you passionate about adult social care and making a real impact in the Suffolk community? If so, we want to hear from you Suffolk County Council's Customer First are looking for a motivated and dedicated Independence and Wellbeing Facilitator to join our growing team. Your role and responsibilities As an Independence and Wellbeing Facilitator, you will be responsible for identifying the most appropriate pathway for a customer journey, promoting independence and offering appropriate solutions. In your role you will: advise customers and carers concerning their rights, the options available to them and how they can be better supported and appropriately identify eligibility in line with current legislation and policy work in line with Suffolk's "heart of care" way of working and be passionate about making a positive difference in Suffolk champion the use of Assistive Technology, including the use of Digital Care solutions use a strengths-based approach in line with the Signs of Safety model be responsible for managing your own workload, using excellent organisational and time management skills to prioritise work and achieve deadlines and team objectives share knowledge and learning with colleagues and support team development complete assessments, including (but not limited to) carers assessments, digital technology referrals, referrals for packages of care. Shift working is a requirement of the role with the expectation that you will be flexible around changing shifts to ensure front line service is not affected (Customer First operate 3 shifts and you would be expected to complete a range of these on a rotational basis 08:00 – 16:09, 08:36 – 16:45 and 09:15 – 17:24) You will need demonstrated understanding and practice of excellent customer service principles the ability to problem solve, and define a problem systematically and make sense of information by organising it efficiently strong team working skills to establish priority and work effectively towards shared goals familiarity with relevant Suffolk services and providers to connect clients with the right support strong communication skills to interact with customers who may be vulnerable, emotional or under stress in a clear tactful manner, show empathy and resolve conflict effectively the ability to work closely with internal staff to build and develop relationships excellent IT knowledge and skills. You can view a full list of requirements in the Job and Person Profile (docx). If you believe you can succeed in this role, apply. Even if you don't meet all requirements, still apply. We would appreciate the opportunity to consider your application. The team Customer First works as a team to support one another, we work together to ensure a high standard of service is achieved. We have a variety of individuals within the team at differing stages in their careers and we can support career development opportunities. In your training and further development of your role you will work closely alongside fellow colleagues as well as the Independence and Wellbeing Team, Team Leaders and Team Manager. Once you have completed your training there is an expectation that you would be in the office for 2 days per week. Empowering Everyone We are big believers in potential, possibility and the power of different ideas. We are always searching for ways to encourage, respect and enable everyone to be the best they can be. We want to represent the diverse communities we serve. We welcome applications from all individuals, especially those from groups that are currently underrepresented in the organisation, as shown in our Workforce Equality Report (suffolk.gov.uk). For more information Please contact Sian Alexander (she/her) for a casual conversation. You can reach them by calling 01473 296550 or emailing sian.alexandersuffolk.gov.uk. If you want to apply for a secondment, read the secondment policy first. Make sure you get permission from your current manager before submitting your application. How to apply Step 1 - Read the Job and Person Profile (docx). Step 2 - Click ‘Apply Now’ to start your online application. Step 3 - Upload a supporting statement answering the following questions below (no more than 400 words per question). You should use the Supporting Statement template (docx). What skills and qualities do you possess that would make you successful in this role? This role involves a significant amount of telephone work. What things would you consider or do when speaking to a customer on the phone? Provide an example of a difficult conversation you have handled. What did you do and what was the outcome? Step 4 - Upload a CV (without name and personal details). Please note: Without a supporting statement and CV, your interest will not be progressed. Any supporting documents must be in either PDF or MS Word format. We value authentic applications that showcase your genuine skills and experiences. Applications suspected of being generated by AI may be rejected. We encourage you to present your own work and ideas throughout the application process. If you require any reasonable adjustments to the application process before the next selection stage, please contact our Recruitment Team by emailing recruitmentsuffolk.gov.uk or calling 03456 014412. If you are invited to the next stage of selection, you will have another opportunity to request adjustments for the next stages of the process. Closing date: 11.30pm, 12 December 2024 Interview date: 16 December 2024 This authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. DBS (Disclosure and Barring Service) checks or police vetting will be required for relevant posts. LI-Hybrid