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Main Responsibilities and Duties

Clinical and Technical

1. Sensitively exchange information with the user and other stakeholders, using terminology that ensures understanding by all parties noting that English may not be the first language and understanding the cultural diversity of differing ethnic groups.
2. Demonstrate a calm, confident telephone manner and understand and empathise with users and carers who may be distressed or annoyed. This may involve requests for collection of equipment following bereavement or frustration that a piece of equipment is not functioning, for example.
3. To understand and empathise with users with disabilities that may make communication difficult. This may involve use of non-verbal communication systems such as type talk and e-mail.
4. To ascertain the nature of the service user’s problem and obtain sufficient information to allow the mobile technician to complete the necessary work and to independently identify with the user the priority category that should be assigned to the work.
5. To negotiate with the service user or their representative and organise all visits including deliveries and collections to ensure that the work is carried out within the timescales required by Oxfordshire Wheelchair Service.
6. Take responsibility for personal and service objectives identified in annual appraisal and supervision sessions.

Operational

1. Be responsible for supporting accurate data entry into the Oxfordshire Wheelchair Service specialist database, ensuring that information is up-to-date and accurate and a full history is recorded for all service users and equipment.
2. Use the specialist database to:
   • Complete electronic delivery, collection, repair and maintenance requests.
   • Maintain an up-to-date and comprehensive catalogue of spare parts based on the manufacturer’s technical information and spare parts catalogue.
   • Generate purchase orders according to Trust Standing Financial Instructions and complete electronic goods received records to ensure that equipment is fully traceable from receipt to disposal.
   • Monitor outstanding equipment and liaise with suppliers to ensure that planned or outstanding work can be completed within the required timescale.
   • Complete electronic quarantine records to ensure equipment is fully traceable from receipt to disposal. This includes direct supplier contact to ensure that issues with quarantined equipment are resolved efficiently so that committed work can be completed within the target timescale.
   • Maintain and update equipment stock management record.
3. Maintain and update records as required.
4. Process wheelchairs, accessories and spare parts that are delivered to the warehouse and store the equipment in the appropriate place.
5. Record user complaints, compliments and feedback in accordance with Trust policy and ensure that they are brought to the attention of the Service Manager within the required timescales.
6. Provide cross cover for other administrative staff as required.

Administrative and Financial

1. Co-ordinate the diary and schedule availability of all technical staff in relation to user-related work activities.
2. Open and sort incoming post, ensuring it is distributed to relevant parties as appropriate and co-ordinate the collection of outgoing post for delivery to the Wheelchair Service.
3. Set up and maintain records and spreadsheets as required by the Service Manager.
4. Ensure all office equipment is functioning correctly, arranging for repairs as required and alerting the Maintenance Service Manager if large items of equipment require replacement.
5. Maintain an up-to-date library of equipment user manuals to ensure that all equipment supplied to the end user is accompanied by the appropriate documentation.
6. Provide training in specialist database and administrative tasks as required.