Accessible Transport Officer – AR

Hammersmith & Fulham council are looking for an Accessible Transport Officer to join their team. The purpose of this role is to deliver services for accessible transport requests via multiple channels including telephone, email, face to face and online service, adapting the service to the needs of the resident. Ensuring digital inclusion and assisted support to complete applications and signpost or advise. – This is a full time, fully remote role.

ROLE DESCRIPTION

1. This role is to deliver services for accessible transport requests via multiple channels including telephone, email, face to face and online service, adapting the service to the needs of the resident. Ensuring digital inclusion and assisted support to complete applications and signpost or advise.
2. Aiming to provide an efficient and accurate service and deliver the best outcome where possible for the resident when managing all service requests for accessible transport services.
3. Responsible for ensuring all applicants are dealt with fairly ensuring knowledge is maintained of Disability Equality duties and regulations and keeping that at the forefront of service delivery and needs of the residents.
4. Responsible for managing, updating, and maintaining accurate computerised records, maintaining auditable records and clear electronic records.
5. To co-ordinate the delivery of blue badges when not sent directly to the applicant, to liaise with the Department of Transport where required and use of the appropriate digital platform to complete the process after the application is received.
6. Encouraging channel shift to drive efficiencies and savings and to ensure a better experience for the resident.
7. Post holders will engage with customers through a variety of channels including telephone (both inbound and outbound), web, email, face to face, SMS, and written correspondence. Post holders will be expected to have excellent IT, customer service and communication skills and will acquire detailed knowledge of Hammersmith and Fulham services and be able to signpost service users to access further information to support their needs, where required.
8. Responsible for handling the daily administration and assessment of application via any channel for blue badges automatic and discretionary, freedom passes and taxi-cards for individuals and organisations. Ensuring payments are taken accurately and securely.
9. The post holder will need to have extensive knowledge of the legislation relating to accessible transport and ensure that this is kept up to date. To ensure this is followed when awarding or refusing permits and passes, ensuring the eligibility criteria for applicants is followed.
10. Responsible for reviewing mobility assessments, documentation and decision making for audits trails and quality checks.

ABOUT THE ROLE

You will need to:

1. Process permits and passes following the procedures, legislation and guidelines and ensuring the checks are in place and processes are followed to ensure the correct permits and passes are allocated. To operate within remove and develop effective administrative systems for provision of these services under Section 29(1) of the National Assistance Act 1948, related statutes, and Council Policy.
2. Assess eligibility for smart visitors permit discounts and agree and authorise for parking permits to be issued. Assessing applications and sharing appropriate data in respect of disabled parking bays to inform decisions.
3. Responsible for data collection and checking, assessments, ordering the blue badge, freedom pass and taxi-cards, scanning forms and uploading forms to internal & external databases. Including the use of any new technology that assists in this process including the DWP Searchlight project.
4. Responsible for recording data accurately and following the guidance for GDPR and Data Protection policies particularly in relation to the sensitive data held by the service. This includes ensuring systems are only used for the purpose they were intended and adhering to any SLA or memorandums of understanding with third party suppliers such as DWP.
5. To ensure the correct process is followed when editing and uploading of photographs and storing securely.
6. Ensuring security and data matching checks of identification/proof of address and verification of documents to ensure compliance and flag up any discrepancies or potential fraud. If identified, commence the process for investigation.
7. Ensuring that the correct data protection and GDPR policies are followed when taking payments via any channel. To handle all methods of payment for service requests, ensuring that data is secure, and these are processed within PCI compliant processes and security policies.
8. Responsible for booking mobility assessments for the service as well as disabled bays and managing appointment calendars if required.
9. To deal with specific enquiries made via all channels from members of the public in relation to services provided by the Accessible Transport Team and other associated departments/agencies, both statutory and in the voluntary sector.
10. The post holder will be required to keep their knowledge up to date and identify developments regarding equipment, and to be able to offer advice and signposting.
11. Ensure that the implementation of new ways of working in the Resident Experience and Access Programme supports a smooth and seamless transition. Engage in workshops, training, and team meetings, feeding back to the service managers with insight from customer interactions and changes affecting the service.
12. To support the service and service managers to identify functionality and better ways of working to deliver a better experience for the applicants and ongoing service needs, promoting channel shift and driving efficiencies.
13. To develop with the service manager a robust business continuity plan and ensure that this is continuously updated and revised as the council moves to fully centralised resident contact services to minimise disruption in service delivery.
14. Keep abreast of developments in terms of customer service delivery to make recommendations for continuous improvement for the organisation.
15. Support the Team Manager and Lead Officer in identifying peaks and troughs in workload and seasonal trends and liaise with the service manager to ensure service delivery is maintained and key performance indicators are maintained. To respond when necessary to Member and MP enquiries and complaints.
16. To be aware of and to monitor the relevant statutory legislation, council policy and changes affecting activities undertaken by the Service.
17. To operate within an effective administrative system for provision of these services within prescribed legislation, statutes, Traffic Management Orders and Council policy.
18. To liaise with the Police, TfL other Council departments (e.g., Environmental Services Parking Services) and other agencies as appropriate regarding potentially misused or stolen permits/passes providing witness statements/evidence as appropriate.
19. Assist with processing appeals against decisions, managing appeals spreadsheet, providing updates and outcomes and copy of legislation to residents. Assisting in appeals and providing historical information from various systems in order to provide the correct outcome, participating in appeal discussions and advising on aspects.
20. To support the continued efficiency and development of the Accessible Transport team including the use of technology to improve the service to residents.
21. Proactive identification of other Discretionary Schemes or benefits that residents/customer may be eligible for, at first point of contact.
22. Developing knowledge and understanding of Discretionary Benefits such as Council Tax Support, Free School Meals, Clothing Grants, Local Support Payments in order to maximise help and support for our most vulnerable residents & customers. An awareness of basic eligibility criteria for Housing Benefit, Council Tax support and able to sign post to DWP for Universal Credit or other Welfare Benefits.
23. To carry out any other duties equal to the grade of the post.

ABOUT YOU

Knowledge & Skills:

Essential:

1. Experience of assisting in policy, procedural and IT changes
2. Experience of producing and analysing management information
3. Extensive knowledge and experience of blue badge, freedom pass and taxi-card legislation
4. Proven ability to acquire working knowledge of new digital applications as will be required for processing accessible transport applications.
5. Proven ability to interpret medical evidence to assess eligibility for transport services.
6. Experience of working in a customer service-based environment delivered across a variety of access channels.
7. Practical experience of ensuring that daily records are maintained and reconciled.
8. Ability to communicate fluently to different audiences either face to face, in writing or by telephone.
9. Ability to assist residents with complex needs or hidden disabilities.
10. Experience of using computerised systems with regards to parking and / or concessionary fares schemes such as Blue Badges, Freedom Pass or Taxi Card schemes.
11. Ability to deal with fluctuating workloads and peak renewal / review periods.

If you are interested in this role please do reach out to me via email or telephone!

amberrayment@carringtonblakerecruitment.com

020 753 766 07