UDirect Support Hub Administrator
Who we are.
People First is an independent customer-led charitable organisation that has worked in Cumbria for over 30 years. We are passionate about our values of equality, respect, and inclusion. We provide a wide range of support and information services across Cumbria, Lancashire, and Teesside, all aimed at helping people to live informed, respected, healthy, and fulfilled lives. Our Head office is based in Carlisle, supported by offices in Barrow, Stockton and Lancashire.
The Department.
People First’s ‘UDirect Support’ service provides support to individuals who have chosen to receive a Direct Payment or Personal Health Budget to arrange their own care and support.
Our ‘UDirect Support’ service empowers people to make informed decisions and create a package of care that best suits their individual needs, this includes:
- Working with the customer and Local Authority/ICB to design an individualised package of support that meets the customers’ needs and choices.
- Producing a costing plan to outline the support the customer will receive.
- Supporting the customer to set up as an Employer and on-board Personal Assistants (including recruitment, onboarding, contracts of employment, job descriptions and DBS checks).
- Setting up payroll and managed account services.
- Signposting to alternative services where appropriate.
- Provide support throughout the customer’s journey.
The Person.
The successful candidate must believe in the core values of People First and be driven by our mission.
As part of our ongoing service development and recent rebrand to ‘UDirect Support’, a new and exciting opportunity has arisen for a UDirect Support Hub Administrator to join our team.
We would love to hear from you if you are a ‘people person’ who is able to communicate effectively with customers, colleagues and professionals whilst maintaining high customer service, administration and organisational standards.
Duties and Responsibilities of the Post
As Hub Administrator for the UDirect Support team, key responsibilities include (but are not limited to):
- General understanding of Direct Payments, Personal Health Budgets, department services and associated processes.
- Triage incoming referrals, ensuring all information received on the referral is accurate and complete then assign to relevant staff member in a timely manner and in line with time sensitive department KPIs.
- Answer incoming calls from support customers/stakeholders and support with generic queries / assign complex queries to responsible staff member where required, signposting internally and externally.
- Record all transactions with customers in a timely manner on the ASAP database, ensuring data is complete, accurate and stored in line with GDPR requirements.
- Signpost customers and stakeholders to external organisations where necessary.
- Collate customer and stakeholder feedback at key points of processes and provide reports and data analysis in line with departmental KPIs/contractual obligations and service development.
- Support with departmental data collation and analysis in line with quality and performance systems (both internally and externally).
- Provide admin support to department.
- Work as a member of the team, attending team meetings, and contributing towards service planning and developments for UDirect Support and the wider organisation (Including facilitating continuity for both planned and unplanned leave, developing case studies, operational planning and taking a full and active part in supervision and referral reviews).
- Monitor department mailboxes and process incoming/outgoing departmental post/emails.
Skills, Knowledge, and Experience
- General understanding of Direct Payments and Personal Health Budgets.
- Ability to listen, engage and communicate confidently with a wide range of people including customers and professionals via various forms of communication including face to face, over the phone, via apps and in writing.
- IT literate.
- Numeracy skills.
- Positive attitude and ability to adapt to changes in a fast-paced working environment.
- Creative, flexible, and enthusiastic approach
Qualifications
- Good all-round level of Education
Other Duties
The duties outlined above are not intended to be exhaustive and may change as the needs of the organisation alter in line with current agendas. Due to the developing nature of our organisation, we require staff to remain highly flexible in their approach, and work to meet the changing needs of the projects.
- Post is subject to satisfactory DBS Clearance.
To Apply
If you’re interested in the role and think you’d be a good fit, we’d like to hear from you.
To apply for this position, please email a copy of your CV including details of two references, to [email protected]
or alternatively, you can post for the attention of Barry to People First Conference Centre, Milbourne Street, Carlisle, CA2 5XB
All applications should be clearly marked:
Confidential – UDirect Support Hub Administrator
Closing date - 5.00pm , 14th April 2025 (may close sooner)