Telecare Manager
| Posting date: | 09 July 2024 |
|---|---|
| Hours: | Full time |
| Closing date: | 08 August 2024 |
| Location: | Liverpool |
| Company: | Riverside |
| Job type: | Permanent |
| Job reference: | 3011 |
Summary
Job Title: Telecare Manager
Contract Type: Permanent
Salary: £47,742 (£50,038 is achieved 18 months successful performance in the role)
Working Hours: 37.5 hours per week
Working Pattern: Monday – Friday. 9am – 5pm, Hybrid
Location: UK based
If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.
The difference you will make as a Telecare Manager
As a telecare manager you will report to the Assistant Director of Housing with care, you will be responsible for the day-to-day management of The Riverside Group’s external telecare call monitoring contract, delivery of a clear, well communicated telecare strategy and telecare monitoring processes across the group.
About you
- We are looking for someone with
- Detailed understanding of the Telecare industry including knowledge of telecare
- platforms, ARC processes and telecare equipment.
- Demonstrable experience working in the telecare industry, either working for a provider of call monitoring services, telecare equipment or maintenance services.
- Demonstrable contract management skills involving complex relationships across large organisations involving multiple stakeholders.
- Experience of working in large, complex organisations with a national reach.
Why Riverside?
At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.
Working with us, you’ll enjoy:
- Competitive pay & generous pension
- 28 days holidays plus bank holidays
- Flexible working options available
- Investment in your learning, personal development and technology
- A wide range of benefits
Diversity and Inclusion at Riverside:
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.
Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.
This role also falls under our Ethnic Diversity guaranteed interview scheme. If you are Ethnically Diverse and demonstrate you meet the minimum criteria for the role you will be guaranteed an interview.
Applications may close before the deadline, so please apply early to avoid disappointment.
Role Profile
- Be the lead for the contract management of all TRG’s telecare contracts and build and maintain an excellent relationship management with the contract provider.
- Lead on any variations, change requests or escalations regarding Telecare Service Level Agreements.
- Act as the central point of contact and day to day escalation point for all matters related to telecare. Play a coordinating role and liaise with relevant internal contract management teams such as IT and Asset Services to resolve issues to ensure excellent customer service.
- Be responsible for and manage the telecare monitoring processes (including call monitoring, equipment, and maintenance). Develop and maintain the process catalogue and adapt and update processes in conjunction with our telecare partner and internal teams as required.
- Keep abreast of telecare industry developments and the benefits they could bring to TRG’s) telecare arrangements. Liaise with Finance teams to ensure that any costs or service charge obligations related to telecare are managed appropriately (including monitoring, digital upgrade, and maintenance) and lead on reporting on the financial performance of the telecare contract.
- Support on the implementation of any new telecare contracts and be the lead for contract delivery.
- Liaise with internal Riverside teams to ensure that any new telecare needs are met through the agreed model e.g. liaise with the Development team to advise on required telecare infrastructure if applicable or advise Business Development teams on the TRG telecare model for bidding activity.
- Own and manage a repository of telecare information which includes the master service list, other Alarm Receiving Centre (ARC) register, contract owners and internal and external roles and responsibilities.
- Be responsible for development and delivery of a clear reporting framework for telecare that ensures assurance is provided at the required levels across the organisation.
Telecare Call Monitoring
- Ensure the outsourced call monitoring service is managed in line with the specified contract. Ensure Service Level Agreements are met, services are delivered, and risks are managed as required.
- Hold regular meetings with the external call monitoring provider regarding service delivery and contract performance.
- Coordinate an ongoing quality assurance programme (e.g. quality checking/testing) to provide internal assurance that services are being delivered as planned and that there are no unintended risks or consequences.
- Act as the interface between the new call monitoring provider and TRG e.g. resolving issues with internal and external parties.
Telecare Equipment & Maintenance
- Coordinate internal telecare forums (which includes the telecare Emergency Response team) with internal contract managers and customer representatives.
- Maintain regular liaison with other internal contract managers related to telecare e.g. Asset Services and IT, to ensure that all the processes regarding telecare are joined up and that customers receive an excellent and value for money service.
- Support internal testing as required to provide assurance that equipment is being upgraded as planned and there are no unintended risks or consequences.
- Maintain regular contact with Contract Management teams in Asset Services to ensure telecare maintenance processes are effective and support testing equipment and processes where required.
Person specification
Knowledge, Skills and Experience
Essential
- Detailed understanding of the Telecare industry including knowledge of telecare
- platforms, ARC processes and telecare equipment.
- Demonstrable experience working in the telecare industry, either working for a provider of call monitoring services, telecare equipment or maintenance services.
- Demonstrable contract management skills involving complex relationships across large organisations involving multiple stakeholders.
- Experience of working in large, complex organisations with a national reach.
- Ability to lead complex project meetings to achieve clear outcomes.
- Excellent communication skills, both written and verbal.
- Ability to influence internal and external stakeholders with regard to performance and service delivery.
- Excellent understanding of performance management frameworks in relation to telecare.
- Experience of working with a range of stakeholders at all levels.
- Excellent report writing skills.
- Experience of matrix management across large organisations.
- Knowledge and experience of the TSA’s telecare standards.
Desirable
- Technical knowledge of telecare equipment and processes
- Experience and knowledge of telecare equipment management in the social housing sector.