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Do you want to support Children & Families in Leeds?

Do you want to work for an organisation that will support your professional development?

How about an organisation that has Equality, Diversity and Inclusion embedded in everything we do.
If yes, then we have the role for you!

This is a rewarding role in the Duty and Advice Team where you would be helping to support Children and Young People across Leeds. You would be making a difference by providing essential administration support to Children & Families professionals to help support our most vulnerable families. However equally you will be dealing with very sensitive, sometimes upsetting, and confidential information.

In the role you will be taking calls from professionals with concerns regarding children and young people. Due to the nature of the work a level of emotional resilience is required, although ongoing support is offered. You will need excellent communication skills - both written and verbal. Be able to work under pressure, as well as the ability to record information accurately and ensure attention to detail.

If you are positive, motivated and can work as part of a team, we want to hear from you. This role would be making a difference to the Council and the Citizens of Leeds in everything that you do. The Council is a great place to work and many benefits and opportunities for development.

If you would like furthermore information regarding the role, please contact Janet Holmes or Stephanie Kendall on 0113 3760336.

We promote diversity and want a workforce that reflects the population of Leeds and the communities we serve.

Leeds City Council is an Inclusive employer, ranked 70 on the Stonewall top 100 employers 2023 list.
We are also an Age friendly employer, a Mindful employer and a Disability Confident leader.
All new Leeds City Council appointments are made subject to the satisfactory completion of a six month probationary period.

This role is based in the UK. Employment is conditional on confirmation of the right to work in the UK - either as a UK or Irish citizen, under the EU Settlement scheme or having secured any other relevant work visa. If you do not have the right to work in the UK and the role does not meet eligibility for sponsorship, please consider carefully whether you meet the eligibility to apply.

Job Description

Job Purpose

Special Conditions: Some posts may be subject to checks with the Disclosure and Barring Service. A criminal record will not necessarily be a bar to obtaining employment; this will depend on the circumstances and background to any offence.

Shared Services consists of employees in the Business Support Centre, Business Administration Service and Contact Centre. These services provide administration support activities to a wide range of teams and services across the council. We help the council to streamline operations by redesigning processes, reviewing models of delivery to enable better sharing of resources and exploiting existing or introducing new technology to modernise the way we work.

Our staff use a range of computer programmes and systems to support services which include those working with teams based across the council in a number of different administration roles. The role involves hybrid working (home/office dependant on service need), potentially working face-to-face with customers and working within the council boundaries as required.

Specific team job purposes are listed below.

Responsibilities:

• Work with high levels of accuracy for tasks such as checking documents and recording numerical and alphabetical information.
• Identify problems and areas for improvement and offer solutions.
• Support staff and develop new team members.
• Use initiative and judgement where appropriate, providing outcomes and solutions for customers from a range of options.
• Work on your own, manage your own workload and use your initiative to adhere to time scales and deadlines.
• Carry out administrative duties such as filing, faxing, cash handling, photocopying, mail handling, diary management and arranging meetings.
• Collate data and use it to produce reports.
• Understand legal business, financial, audit, confidential and operational requirements of the service, and the impact on its day-to-day work.
• Maintain effective relationships with other Leeds City Council staff, Elected Members, members of the public and other partnership organisations as appropriate.
• Work flexibly moving within service areas, working at different locations depending on service demand
• Flexible and adaptable to change to assist other services as required commensurate to grade
• Participate in appraisal, training and development activities as necessary to ensure up to date knowledge and skills
• Improve own practice through observation, evaluation, discussion with colleagues and development programmes.
• Work collaboratively with colleagues, knowing when to seek help and advice.
• Contribute to the overall ethos, work, and aims of the service by attending relevant meetings, training days/events as requested.
• Be aware of and comply with Leeds City Council policies and procedures e.g. child protection, health, safety and security, confidentiality and data protection, reporting all concerns to an appropriate person
• Be aware of and support difference and ensure equality for all working in an anti-discriminatory manner, upholding and promoting the values, standards and equal opportunities of Leeds City Council.
• Recognise and appropriately challenge any incidents of racism, bullying, harassment or victimisation and any form of abuse of equal opportunities, ensuring compliance with relevant policies and procedures.
• The Council has adopted a flexibility protocol and this role will be expected to work within these parameters.
• The duties outlined are not meant as an exhaustive list and will also comprise any other duties within the spirit of the post commensurate with the job evaluation outcome for this post.

Qualifications

• Qualifications demonstrating ability in numeracy and literacy or equivalent knowledge

Essential Requirements

It is essential that the Candidate should be able to demonstrate the following criteria for the post within the context of the specific role duties and responsibilities: Candidates will only be shortlisted for interview if they can demonstrate on the application form that they meet all the essential requirements.

Method of Assessment will be through one or more of the following Application Form, Test, Interview or Certificate.

Skills Required

• Well-developed interpersonal and communication skills with a wide range of people including face-to-face, telephone and written communication skills. Including the processes for dealing with varied information with a range of audiences.
• Able to work with, and within, multiple teams of staff and contribute to its development with suggestions for new ways of working

Knowledge Required

• Knowledge of the applications, systems and IT programmes utilised by the service and being able to accurately record and retrieve information.

Experience Required

• Of working on your own and using your initiative to adhere to timescales and deadlines.
• Experience and understanding of the importance of providing excellent customer services
• Of dealing positively with challenging situations.

Behavioural & other Characteristics required

• Committed to continuous improvement.
• Able to understand and observe Leeds City Council Equality and Diversity Policies.
• Carry out all duties having regard to an employee’s responsibility under Health & Safety Policies.
• Willingness to actively participate in training and development activities to ensure up to date knowledge, skills and continuous professional development
• Understand and embrace our values, behaviours and codes of conduct.

Desirable Requirements

It is desirable that the Candidate should be able to demonstrate the following criteria for the post within the context of the specific role duties and responsibilities: Candidates are not required to meet all the Desirable requirements however these may be used to distinguish between acceptable candidates.

Knowledge Required

• Safeguarding

Specific Job Purpose

Duty & Advice / Domestic Violence Front Door - This role involves providing high-quality front-line telephone advice and other administration related support to customers contacting the Children & Families Duty and Advice Team. You will ensure a responsive, professional and caring service is provided to customers and appropriate safeguarding referrals are made to the Social Work Duty and Advice Team.

You will work closely alongside Social work colleagues including Social Workers, Team Managers and Service Delivery Managers to ensure this critical service runs smoothly. This is a highly sensitive safeguarding support role where you will be required to comply with information governance practices and deal with emotionally sensitive telephone referrals.

You would be required to maintain a good knowledge of customer issues, processes and related services to enable you to deal with and resolve customer enquiries without assistance, and to direct customers to the correct contact point in complex cases. You will also support with MARAC/DRAM administration arrangements which deals with cases of high-risk domestic violence.