For more information and to apply, please download an application pack from our website at http://www.kab.org.uk/working-with-us/current-vacancies.html or call 01622 691357 for a postal pack. We will not accept CVs in application for this post without a completed application pack.

Kent Association for the Blind currently have a vacancy for a full-time Contact and Administration Officer based in Maidstone.

We are seeking an enthusiastic, self-motivated and adaptable individual to join our Maidstone office in the position of West Kent Contact and Administration Officer. The purpose of the role is to fulfil all administrative tasks related to the West Kent rehabilitation team as well as be the first point of contact and provide high quality support, information and advice to service users from West Kent; ensuring that they receive an appropriate and professional response to their enquiry as quickly as possible.

Our ideal candidate will have high professional standards, an empathetic approach and excellent communication skills. An ability to analyse and use professional judgement to prioritise and assess risk is essential and experience of coordinating referrals and using databases would be advantageous.

Applicants must be administratively self-supporting with sound IT skills including the ability to use databases, MS Word, Outlook and Excel competently. The successful applicant will have experience of data input and be proficient in organising their time effectively, prioritising their workload to meet tight deadlines.

Closing date for applications: 9am, Monday 16th March 2020

Interview Date: Monday 30th March 2020

Hours of work: 35 per week Monday to Friday between 9am and 5pm.

Based at: Kent Association for the Blind, 72 College Road, Maidstone, Kent, ME15 6SJ

Salary: £17,364 - £18,606 per annum.

Job Description

Main Tasks:

- Input client data to the KAB and KCC databases with a good standard of speed and accuracy and within necessary timescales.
- Respond to enquiries and referrals:
- Carry out a priority telephone assessment to establish client’s individual needs and the level of risk. Electronically record the information.
- Undertake initial screening to determine the client’s need for an advocate, mental capacity assessment, carer’s assessments or dual sensory assessment.
- Resolve all enquiries at initial contact where possible, or pass to the relevant rehabilitation team for action.
- Provide verbal information, advice and guidance regarding eye conditions, eye health, KAB services, Kent County Council (KCC) services, registration and referral processes and equipment. Follow up with written or audio information if needed, or sign post to other sources of information. Provide emotional support and reassurance as appropriate.
- Issue replacement equipment after checking eligibility and suitability of the equipment to the user’s needs.
- Maintain thorough up to date knowledge of the services available to support sight impaired people, and refer or signpost callers as appropriate. Carry out research where needed in response to non-routine enquiries.
- Collect, collate and maintain a range of statistical information using databases and spreadsheets.
- Be responsible for typing and distribution of letters, agendas, minutes and other materials as required.
- Act as one of the main points of contact for the Centre, respond to enquiries (by email, post, phone and in person) and ensure matters are either dealt with promptly or passed to colleagues as appropriate.
- Process Certificates of Visual Impairment and other referrals within the allotted time frame, recording and filing as appropriate.
- Identify possible safeguarding concerns, appropriately document these concerns and raise them with the Team Manager or another manager within the required timescales. Follow protocols in relation to safeguarding vulnerable adults and children supporting referrals as required.
- Organise and administrate meetings, events and groups where appropriate, including booking rooms.
- Set up and maintain filing systems, as required. Develop and maintain GDPR compliant systems for the secure storage, retention and retrieval of digital and paper-based materials including scanning and shredding of paperwork for deceased clients.
- Assist with day to day running of the office, maintaining adequate stocks of stationery and equipment and be responsible for locking the Sight Centre on a regular basis.
- Provide support to other colleagues at the Sight Centre.
- To provide a clear handover to fellow Contact and Information Officer ensuring that where possible, tasks are completed prior to handover.
- To attend team meetings, one-to-ones, and training as required.
- Perform other duties that the CEO of KAB or their authorised deputy may consider appropriate.

This job description is not exhaustive, but is provided to assist the post-holder to know what their main duties are. It may be amended from time to time without change to the levels of responsibility appropriate to the grade of the post and in discussion with the post-holder.

Person Specification

Essential Criteria

Be able to demonstrate:

- Experience in providing administrative support in a dynamic and demanding environment, including developing systems to bring about process improvements, using a variety of databases and knowledge of effectively manipulating and interrogating the data produced.
- Ability to assess and prioritise within a framework of prescribed priority criteria.
- Ability to analyse and use professional judgement to assess risk and understand safeguarding indicators.
- Ability to adapt quickly to a new working environment, swiftly gain detailed knowledge of eye conditions, sight impairment and its impact.
- Excellent interpersonal skills, the ability to communicate effectively, and to listen and empathise while remaining objective.
- Ability to deal with, and show empathy to, a variety of audiences, some of whom may be distressed or exhibiting challenging behaviour.
- Sound IT skills, the ability to use MS Word, Outlook, Excel, and Explorer effectively, learn new data management systems quickly and to be administratively self-sufficient.
- Tact, patience and diplomacy. The ability to maintain a sensitive and professional approach towards colleagues and service users, mindful of confidentiality and anti-discriminatory practices.
- A good pass at O Level/GCSE Mathematics and English Language or equivalent.
- Ability to complete data inputting within necessary time periods and to required data quality standards.
- Experience of establishing and maintaining efficient administrative systems, ensuring all necessary information is recorded and communicated to relevant colleagues.
- Good written communication, the ability to effectively produce and present reports to demonstrate outcomes.
- Effective minute taking skills.
- Ability to use initiative and make effective decisions, within limits of responsibility.
- Accuracy and attention to detail, the ability to manage a heavy and diverse workload, prioritise effectively and meet deadlines.
- Experience of dealing effectively with members of the public in person, signposting or advice/support giving role.
- Ability to conduct research in order to respond to queries.

Desirable criteria

- An understanding of the issues relating to sight impairment.
- An understanding of Health and Social Care.
- An administrative or secretarial qualification.
- Stock control skills.
- Knowledge of services available to people with sight loss.
- Knowledge of databases and/or health or social care IT and recording systems.

KAB is an equal opportunities employer.