HART Referral, Duty & Programming Officer

Organisation: Leicestershire County Council Work Location: Room 700, Rutland Building, County Hall, Leicester Road, Glenfield, LE3 8RA Salary: £26,832 - £28,146 per annum (pro rata for part time) (Pay award pending) Working Hours: 37 hours per week Contract Type: Permanent Closing Date: 29th May 2026 Interview Date(s): TBC Note: This role does not meet the minimum salary requirements for sponsorship; therefore you must already have the right to work in the UK in order to apply About the Role 2 x 37‑hour Posts The HART service provides several care and support offers under its registration as a domiciliary care service. This includes reablement, which helps people return home from hospital or prevent them from being admitted to hospital, and regain their independence. Homecare support facilitates the timely discharge from acute and community hospitals to better understand the needs of the person once they have been able to return home. Short term crisis support is for those experiencing an urgent social care need. These service offers are all short‑term support, helping someone to become as independent as possible, and to ensure that the right support pathway is in place to meet any ongoing care and support needs. Key Duties * Be the first point of contact for all internal and external customers to the HART Service. * Provide a comprehensive initial contact and duty function, ensuring that queries, issues and referrals are prioritised accordingly and progressed in line with service response timescale. * Accept initial referrals into the service and screen against the HART Criteria. * Programme the efficient deployment of culturally appropriate reablement support to meet identified goals and support needs. * Prioritise urgent referrals to meet key performance indication response times within a two‑hour window. * Programme Service in such a way which maximises the utilisation of all available resources. * Operate the day‑to‑day running of the service which runs 365 days of the year from 7am to 10:30pm with a rolling rota shift pattern that includes regular weekends, early, late and day shifts and bank holidays. The nature of the work may involve the job holder carrying out work outside of normal working hours. Prerequisites: Access to a vehicle, flexible approach to work, driver’s licence, and an Enhanced DBS is required for this post. About You * Minimum of 4 GCSEs A‑C grades including English Language or equivalent qualification. * Experience working in local government and within an Adult Social Care setting. * Experience managing risk and ensuring the best outcome for the customer, and undertaking research to identify agencies to effectively signpost relevant queries. * Experience working effectively as part of a team, supporting and developing colleagues, and working within a customer service or customer contact centre. * Knowledge of using complex ICT customer service databases to record and retrieve customer information and the use of Microsoft Word, Excel, and Outlook. * Excellent written and verbal communication skills; ability to learn and process new information quickly and accurately. * Ability to identify and record critical information, demonstrate quick thinking and problem solving, with fast and accurate keyboard skills and good attention to detail. In addition, you will be expected to share our commitment to values and deliver accessible and inclusive services which meet the needs of all residents. You will be asked to demonstrate your understanding of these commitments as part of the selection process. Reasonable adjustments will be considered for applicants with a disability. We are a Disability Confident Employer. Flexible Working We are open to discussions about flexible working, which may include part time working, job sharing, term‑time working, flexible start and finish times, and hybrid working, depending on the requirements of the role and the service. Contact Information Email: Jane.Wesson@leics.gov.uk Tel: 01163053218 #J-18808-Ljbffr