Job description

Job responsibilities

Job Purpose

The Call Referral Handlers within the First Response Service help to underpin all of our clinical activity, meaning this dedicated and enthusiastic 24/7 workforce is vital to the delivery ofa high standard of care.

As the post holder will provide comprehensive administrative support to the service, there will be an expectation for them to be highly motivated, flexible and multi-skilled with excellent organisational expertise. The post holder will have a high standard of skills using Microsoft Office packages and experience of using bespoke IT systems.

The post holder will be required to answer telephone calls from Health Care Professionals, other specialised services, patients, care givers and others; taking mental health crisis referral information and accurately entering the data within electronic systems. The post holder will also at times be expected to share information with other professional disciplines such as the police in line with Data Protection Regulations. The post holder, with support from senior clinical staff will at times need to divert some calls directly to a clinician, waiting with them until there is clinical availability. The post holder will furthermore respond to telephone queries, requiring them to update electronic patient records, communicate with colleagues and redirect calls when required.

The post holder will also need to meet deadlines, collate data and maintain standards relating toadministrative processes. They will need to be able to work within a team effectively and share work streams where appropriate.

The post holder will also be required to support with the general administration in the First Response Service within overarching guidelines and policies.

Duties and Responsibilities

Analytical and Judgemental Skills

• Action judgement involving facts or situations requiring administrative analysis
• Resolve problems relating to call diversions where appropriate
• Make judgements on how to respond to caller queries
• Keep appropriate records/information as and when required by the service for any audit purposes

• Provide statistical returns when required which may involve entering statistical data onto data bases
• Assess situations, identify and resolve potential problems within own skill set
• Refer and seek guidance on issues outside level of competency or authority to senior staff
• Proactively support cover arrangements in times of absence

Planning and Organisational Skills

• Contribute to the smooth running of the service and systems including management ofgeneric email accounts, electronic filing systems and any other forms of correspondence

• Prioritise own tasks, exercising a degree of independence, initiative and judgement
• Deliver excellent levels of service by regularly assessing, problem solving and evaluating the nature of the work
• Escalate any concerns in a timely way to senior colleagues
• Implement any planned changes or actions

Responsibility for Patient/Client Care, Treatment and Therapy

• Act as a principle point of contact for professional referrers to the service
• Provide non clinical advice and information to referrers/callers
• Maintain confidentiality of information at all times and comply with all aspects of the Data Protection Act

Responsibility for Policy and Service Development Implementation

• Maintain and continue to improve knowledge and understanding of the Trust/Service including systems, policy and current issues, particularly to own area of work
• Adhere to all Trust and departmental policies and procedures relating to role
• Comply with local administrative procedures
• Participate in local review of administration services

Responsibility for Finance, Equipment and Other Resources

• Maintain the safe keeping of Trust property
• Any concerns regarding misuse of Trust property shall be raised immediately with the Trust Counter Fraud Specialist
• Ensure the proper use of the Trust resources, such as stationary, telephone usage photocopying and other consumables used within the course of business
• Ensuring minimal waste and cost
• Suggest efficiency savings to more senior staff

Responsibility for Human Resources, e.g. Supervision, Training, HR Advice and Management

• The post holder has no managerial supervision responsibility but is expected to be a good example to other staff and use their experience to assist/guide new starter inductions

Responsibility for Information Resources and Administrative Duties

• Produce confidential correspondence and reports
• Maintain efficient and effective electronic filing system/s
• Responsibility for ensuring accurate and up to date data is recorded onto electronic records systems at point of contact with the service
• Communicate with any other professionals as required regarding changes to information

Any Other Specific Tasks Required

• Provide cover for colleagues when and where necessary
• Adherence to the principles of Duty of Candour regarding openness and transparency in day to day conduct and encourage the same behaviours within the wider organisation
• Adherence to Trust policy regarding the protection and use of personal information which provides guidance on the use of disclosure of information
• Meet requirements of Trust policies relating to the appropriate use of computer equipment and computer generated information
• Meet all other Trust policy requirements related to this role

Communication and Working Relationship Skills

• Recognize the importance of effective communication as they can often be the first point of contact, representing the service
• Communicate clearly and effectively with professional referrers and other callers
• Communicate clearly and effectively with patients and carers
• Communicate clearly and effectively with team colleagues
• Develop and maintain strong working relationships with a range of stakeholders:

1. GPs
2. Police services
3. Ambulance services
4. Support services
5. Health and social care professionals
6. Patients
7. Voluntary and independent sector agencies
8. Others

• Administratively support clinicians who provide a 24/7 crisis mental health service
• Work within an environment that receives and makes a high volume of inbound and outbound calls
• Answer telephone calls into the First Response Service, aiming to achieve a positive stakeholder experience from all that use the service
• Take ownership of each call to ensure all required information is obtained and accurately recorded to include the registration of referrals in line with policy
• Communicate in a professional manner at all times
• Ensure high standards of customer service for all patients and staff that contact the service
• Handle any queries from Health Care Professionals/others
• Fully comply with both legal and local policies and procedures regarding confidentiality and employment practices
• Recognise peoples needs for alternative methods of communication and respond accordingly
• Communicate with clinical and non-clinical staff
• Effectively manage calls from potentially distressed referrers/ patients and carers; responding appropriately in a supportive, empathetic and courteous manner
• Escalate concerns to senior members of the team as appropriate
• Redirect calls when required, supporting the right time, right place principle
• Take messages as appropriate
• Respond to queries by email, as needed
• Accurately input complex and sensitive data relating to people who use the service
• onto electronic patient records system
• Document information in accordance with the Trusts record keeping standards
• Support the manager and team by ensuring that records are up to date on patient systems as required and that items are dealt with quickly and efficiently
• Support with the day-to-day administration of the service
• Competent in the use of Microsoft Office and bespoke packages relating to Trust informatics/patient electronic records to produce correspondence to maintain records, spreadsheets and databases
• Produce clear and accurate written correspondence
• Participate actively in the services training strategy, including mandatory training and other identified training necessary for this role
• Plan and organise work using own initiative whilst being able to work flexibly as a valuable member of the team
• Support members of the team in the induction and training of new starters to the service.
• Undertake any additional duties as appropriate and delegated by the Supervisor

Person Specification

Qualifications

Essential

• RSA 3 Word Processing or equivalent level of experience in practice
• NVQ3 in administration or equivalent level administrative knowledge and experience
• GCSE English or equivalent
• Evidence of continuing professional and personal development

Desirable

• ECDL (European Computer Driving Licence)
• Shorthand or Speedwriting

Knowledge

Essential

• Intermediate IT skills in Microsoft Office Packages, ie Word, Excel, PowerPoint and Outlook
• Working knowledge of a range of administrative procedures including diary management and arranging appointments
• Experience or understanding of creating electronic records and electronic filing systems
• Electronic data base management
• Ability to manage diverse workload whilst dealing with frequent interruption
• Ability to meet deadlines and to work under pressure
• Exceptional organisational skills and ability to prioritise
• Ability to work both independently and as part of a team
• Ability to provide a high standard of secretarial support for meetings e.g. organising, booking venues and minute taking
• Knowledge of our business and how it supports patient care

Skills

Essential

• Excellent interpersonal and communication skills both written and verbal
• Able to deal confidentially and tactfully with people at all levels
• Ability to take and convey clear messages
• Experience in dealing with people in distress in a calm and confident manner
• Ability to recognise when other communication aids may be needed
• Willingness to embrace new ways of working/changes
• Understanding and respect of confidentiality in the workplace
• Ability to work under pressure
• Able to plan, organise, prioritise, coordinate and work flexibly
• Ability to exercise initiative operating within procedural guidelines
• Ability to work without direct supervision on a day to day basis
• Attention to detail/quality
• Able to deal with difficult situations
• Effective organisational skills
• Prioritise own tasks, exercising a degree of independence, initiative and judgement without direct supervision
• Ability to plan ahead and anticipate
• Ability to prioritise workload in response to changing demands
• Able to multi-task
• Advanced typing skills
• Ability to recognise and manage challenging situations in a calm and professional manner
• Adaptable in continuous change and able to learn quickly
• To have a positive attitude towards Mental Health and Disability Rights

Experience

Essential

• Excellent organisational skills
• Ability to prioritise workload and adapt to change when required
• Previous experience of working within an administrative or secretarial team
• Experience of dealing with confidential and complex information
• Ability to take accurate formal and informal minutes
• Demonstrate good numeracy and literacy skills
• Previous experience of working in a Healthcare or Social Care administrative setting

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Devon Partnership NHS Trust

Address

Wonford House

Dryden Road

Exeter

Devon

EX2 5AF