Part Time Covid Welfare and Support Team Case Worker

11.09 - 11.60 GBP Hourly
22 Oct 2021
19 Nov 2021
Part Time
Contract Type
Job Title: Part Time Covid Welfare and Support Team Case Worker

Contract type: Temporary

Do you want to be part of a team that is key in the fight against Covid-19 and contribute to keeping Hampshire Safe?

We are looking for people to join our team. We are part of the Adults Health and Care Department and work closely with colleagues in the Public Health service. Initially successful candidates will be contracted until 31st December 2021 with a view to extend to the 31st March 2022 if case numbers permit.

You will be working in a fast-paced environment where processes can change overnight, so you will need to be adaptable and flexible.

Successful candidates will be expected to work weekends. We are also open on bank holidays including Boxing Day and New Years' Day. Part time hours 0900-14.00 Thursday & Friday, Saturday & Sunday 0900-16.00, Monday 0900-14.00, 27 hour week.

This is a home-based role. Equipment will be provided, but you must be able to work in an appropriate environment with suitable equipment - e.g. Desk, Chair.

The Covid 19 Welfare and Support Team operate across several work streams. Currently our workstreams include:

Test and Trace
Coronavirus Support Line
Support to the Adult Health and Care contact Centre (CART - Contact, Assessment and Resolution Team.

The role:

We are looking for professionals from a Customer Service background. A background in Social Care would be an advantage - but not essential, as we will provide full training and support.

You will be contacting customers who have tested positive for COVID-19 but have not completed the on-line contact tracing questionnaire. Your role will be to help these customers understand the importance of sharing their contact details and locations with us to help stop the spread of Covid-19.

You will also work on our Hampshire Coronavirus Support line, answering general enquiries from customers relating to Coronavirus or asking for coronavirus related advice.

You will also carry out a range of activities to identify the client's needs, provide information, advice, signpost, and support people to find positive outcomes.

Our service also supports the Adult Health and Care contact team, dealing with a range of general and finance enquiries.

Role requirements

Core Skills and requirements

An excellent telephone manner and techniques, dealing with both inbound and outbound calls
Be able to demonstrate good experience of dealing with difficult conversations or situations
An empathetic manner and be able to work under pressure
Be IT literate - including, the setup of your laptop, good keyboard skills and the ability to "type and talk" when helping our customers
Have the ability to follow scripts and clearly defined guidelines - whilst being able to use your initiative when the situation arises
Have the ability to ask for help/advice from colleagues
Be able to remain calm in sometimes challenging circumstances

Additional Information

Customer contact is via telephone, email and not face to face
As a virtual team, we work to a "camera on" during meetings etc.
Depending on service demand we sometimes request further on-call cover during weekends. You will be paid an on-call rate but must be available if called in for work.
PC equipment will need to be collected by you and returned at the end of your employment with us.
You will undergo intensive training for 1 week (virtual)

This post is subject to an Enhanced Criminal Records Check.

Connect2Hampshire, part of Hampshire & Kent Commercial Services LLP, is an equal opportunities Employment Agency & Business and positively encourages applications from all suitably qualified and eligible candidates

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