Telecare Equipment Technician

Reed Specialist Recruitment
09 Jun 2018
14 Jun 2018
Contract Type
Full Time


Post title

Telecare Equipment Technician

Purpose of Job

To play a key role in the delivery of the stock management model

To provide a high quality, person-centred installation, maintenance and repair service to around 8000 service users.

To provide a service that is fully compliant with the Scottish Social Services Council; Telecare Services Association framework; City of Edinburgh Council's policies and procedures; and other regulatory bodies as deemed necessary.

Major Tasks

Equipment Installation, Configuration and De-installation (40%)

Emergency Repair and Technical Support (35%)

Stock Management (25%)

Job Activities

Equipment Installation, Configuration and De-installation (40%)

Providing a high quality, person centred installation, configuration and uplift service. The post holder will install and configure various types of Telecare and Assistive Technology equipment in service user's homes. They will require a sound technical knowledge of alarm and peripheral programming and the ability to solve problems and tailor equipment in line with service user needs. They will also de-install equipment from service user's home, when it is no longer required.

Carry out assessment of service user's Telecare needs. Completing all required paperwork and associated procedures. For example, to create a person centred client record, complete a client confidentiality agreement, complete a Service Contract and update all electronic client records.Cleanse Configure and Bench Test Telecare alarm and peripherals prior to installation, within set guidelines as directed by management

Ensure keys are collected for service user's - completing all necessary paperwork, such as a key receiptContribute to the management of stock and assets within the serviceContribute to the development of equipment by attending supplier forums and service meetingsMaintain and continuously update knowledge of telecare and assistive technology equipment

Emergency Repair and Technical Support (35%)

Providing a high quality, person centred emergency repair and technical support service. The post holder will problems solve various telecare alarm and peripheral issues at the service user's home as well as provide technical guidance via the medium of telephone and alarm call. They will require a sound technical knowledge of alarm and peripheral programming, as well as being aware of the telephony; IT; and electrical impact. They will also support colleagues and managers in solving technical issues.

Configure/re-configure Telecare equipment and assistive technology on siteAssess and identify technical issuesDesign a solution and implement to solve issuesProvide effective, customer focused technical support and guidance to service user's and their contactsProvide technical support to colleaguesCommunicate with service users and their family in mass disasters (such as area power cuts)Complete 90% of repair requests within 48 hours - KPI levels can be subject to change

Stock Management (25%)

The post holder will be responsible for the smooth operation running of the service store room. They will advise, guide and train the wider team on the various processes involved in managing the equipment they use and how to clean it.

Complete regular stock audits as identified by line manager, identify areas of lost stock, escalating issues and risk to line managerIdentify methods to continuously improve stock loss levels and liaise with the manager to develop an action planComplete weekly reports to ascertain stock levelsOrder stock through Oracle i-Procurement as directed by stock level reports and managersPrepare allocations of stock for contractor collectionEnsure all processes in relation to the management of stock are kept currentOperate the computerised stock database on a daily basisEnsure the store room is kept clean and tidy at all times

Supervision and Management of People

(Numbers and type of staff)

No line management responsibility. However, the post holder will be expected to train and coach new staff and colleagues in the use, cleaning and stock management of equipment on a regular basis. They will also be required to train colleagues on the installation, maintenance and repair of social alarms and telecare peripherals.

Creativity and Innovation

The post holder is required to demonstrate the ability to deal positively with change, work with partner agencies and have knowledge of the rights of service users.

They will be able to assess and identify service user risk and apply procedures such as the Protection of Vulnerable Adults; and Protection of Vulnerable Children.

They will be open minded and non-judgemental in the review and assessment of service users and effectively design and improve support solutions for the user.

They will require strong problem solving skills in their everyday workload to ensure smooth service delivery

They are required to contribute to the development of process and service delivery, through group discussion; team meetings; and in supervisory sessions.

They are required to manage small-scale projects to improve in-house processes and deliver outcomes

Actively participate in and record own Continuous Professional Development achievements in line with SSSC and council PRD process requirements and actively contribute to the learning and development of the team at regular training sessions and at team meetings.

Effectively contribute to supervisory sessions and review personal performance and development. Respond positively to feedback and be able to work to professional development plans.

Contacts and Relationships

The post holder is required to establish good working relationships and liaise with internal and external partners to ensure the delivery of a person centred service. They will have daily contact with clients and their families / contacts, often in extremely emotional situations.

Daily contact with staff from Services for Communities, officers from within the Council, tenants, customers and other associated personnel

All contacts must remain at a professional level and maintain agreed boundaries

Daily contact with sub-contractors and suppliers

Decisions (Discretion)

Decide what action is required for individual cases, identifying appropriate other service providers who need to be contacted, e.g. GP, District Nurse, Home care provider, and make contact with them.

Take appropriate action in line with current legislation, policy, procedures and code of guidance

Interpretation of relevant legislation: Considering relevant legislation or codes of practice in specified areas.

Recognise when to seek advice from or notify line manager when there is cause for concern

Inform line manager and any other agencies that may be affected of risks by updating Risk Assessments regularly and using formal joint working processes.

Put knowledge and training into good practice to progress cases and be aware of when to pass unresolved or acute problems to line manager. eg. Protection of Vulnerable Adults Process.

The post holder should know when to withdraw from situations of risk and to notify the line manager where there is any cause for concern in carrying out their role. This can include boundaries issues or where there is suspicion of abuse to or from a customer.

Be aware of and where appropriate initiate Protecting Vulnerable Adult processes.

Decisions (Consequences)

The post holder must use their initiative to assess, determine and action where further intervention is required from other appropriate agencies. Provide advice to others in this regard and work in partnership with relevant personnel to seek solutions.

Know when to pass unresolved problems to line manager

Notify your line manager where there is any cause for concern in carrying out their role. This can include boundaries issues or where there is suspicion of abuse to or from a customer.

Decide what action is required for individual cases, and take appropriate action in line with current legislation, policy, procedures and code of guidance

Comprehend operational targets, personal role in ensuring they are achieved and implications to service if they are not met.

The post holder is required to conduct themselves professionally at all times and to deliver practice that is in line with Social Care and Social Work Improvement Scotland legislation and the Scottish Social Services codes of practice, and to reflect good practice when engaging with colleagues from other agencies.

Liaise with other service providers to work within a case management context and to contribute to the clients support and care package in agreement with clients and other agencies.

Notify, seek advice and guidance from line manager, and use the appropriate policies and procedures where there are crisis situations or incidences of an adult or child being vulnerable or at risk, in line with statutory regulations where there is a Duty of Care requirement in place.

Act appropriately, to Risk Assess, record and notify other associated parties involved with the clients care and support, before this could result in significant harm to the client or others.

Provide appropriate response where clients are deceased or extremely ill and provide appropriate support to next of kin when required.


The post holder is required to manage a daily allocation of equipment, which could total approximately £1500.

The post holder will be required to use Council vehicles. Approximate value £10,000.

The post holder will be issued with a mobile phone. Approximate value £50

To be responsible for any items of protective clothing provided by the council and to wear any clothing provided

The post holder will also be required to order large quantities of equipment (up to £30k) and this will be instructed by the in-house stock management database or by a Senior Officer. All purchases will require to be approved by a Senior Officer.

Environment - Work Demands

Be responsible for, and be able to assess risk to own safety and that of others in emergency situations

The post holder will be lone working 80% of their time and must comply fully with local lone working procedure.

The post holder is required to prioritise their own workload appropriately in relation to the urgency and nature of the work in line with Key performance indicators

The post holder may be faced with challenging; aggressive and emotionally distressed service users, contacts and relatives and have to appropriately modify their approach and delivery in these situations.

The post holder may be exposed to people who are under the influence of alcohol and/or drugs.

Environment - Physical

The post holder is required to install, configure and de-install Telecare equipment within the service user's home, which may require, but is not limited to the use of ladders and screwdrivers. The installation of some Telecare equipment can strain dexterity. (50% - Installation, Configuration and De-installation)

Environment - Working conditions

Describe the frequency and demands placed upon the postholder to be vigilant where there is a requirement The post holder will have to use and be exposed to chemical based cleaning products to cleanse and refurbish Telecare equipment. (15% - Installation, Configuration & De-installation)

The post holder will have to use and be exposed to de-icer products to enable them to clear vehicle windows during severe weather (3% - relevant to all major tasks with the exception of Stock Management)

Environment - Work Context

The post holder will have a responsibility to gather accurate and relevant information in all elements of the major tasks, to ensure service delivery to service users in an emergency situation is handled appropriately and to reduce the risk of failing to meet service user requirements. (100% - relevant to all major tasks)

The post holder will be required to attend visits in severe weather and be able to contribute to a multi-agency approach to ensure smooth and effective service delivery. (5% - relevant to all major tasks)

Knowledge and Skills

An extensive technical ability and aptitude

Experience in stock management

Provide a positive and professional service at all times.

Be able to work effectively as part of a team and by themselves.

A responsible and highly motivated approach to the work

Experience of dealing with the public, especially sick, disabled and older people

Participate in a positive manner in team meetings/briefing sessions.

A good level of emotional resilience

Good navigational skills

The ability to relate to people from a wide range of socio-economic backgrounds, races, religions and culture

Good interpersonal skills

Good written and verbal communications skills

A commitment to continuous professional development and education

Attend and prepare for support and supervision sessions

Fully participate in supporting the Service's endeavours/requirements on achieving and retaining the Telecare Services Association Code of Practice and other relevant Regulatory and Legislative requirements.

Be IT literate and use computers as required to complete relevant and necessary administrative records/review forms as directed by management and be open and accepting of changes to format as required by the service to achieve objects and improve delivery.

Be able to work towards a Professional Development Award (PDA) in Telehealthcare

Will be subject to a PVG Adults & Children check

A full car driving licence is required.

Will be required to undertake training to support them to carry out their duties and in recognition of the continuous change in service users needs; changes to demographics and society; and the development of Telecare equipment and Assistive Technology.

Share learning and information with other staff and colleagues

Be aware of and work within currently legislation relevant to client group, for example, Protection of Vulnerable Adults and Child Protection.

If you are interested in the above position please apply today

Reed Specialist Recruitment is an Employment Agency and an Employment Business for permanent and temporary recruitment. In response to your application Reed will contact you by phone, email or SMS to discuss it and related opportunities. You can opt out at any time using the links provided.

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