OneCall Assistant Coordinator

Band 2
Job summary
OneCall Assistant Coordinator
Band 2 Role - Up to 37.5 hrs/week
An exciting opportunity has arisen to join the OneCall West Sussex team as an Assistant Coordinator.
We are looking for an enthusiastic and experienced candidateto join our team to provide a key role in the effective management of all non-telephone activities in OneCall and to contribute towards the positive and compassionate delivery of care to the service users of OneCall.
The OneCall Assistant Coordinator post is an exciting and collaborative role supported by the Team Lead, Senior Clinical Assessors, Lead Coordinator and OneCall Coordinator staff.
You will possess a positive and supportive skillset, with the ambition and drive to act as a key point of contact for the OneCall service, ensuring that patients, other members of the public, external stakeholders and colleagues within the Trust receive a courteous and supportive response to a range of queries and requests for information.
You will possess excellent communication skills to enable you to positively engage with multidisciplinary teams and be able to support, enhance and lead in the delivery of high quality, compassionate care.
Main duties of the job
As a OneCall Assistant Coordinator you will be responsible for a wide range of duties, supporting the wider team with, including but not limited to; administrative support, ensuring all referrals, including Night Support Worker referrals, are responded to in a safe and timely manner, handling requests for information, liaising directly with other directorates in the Trust in addition to external partners, setting up and maintain databases and service registers, monitoring all electronic inboxes and portals related to the OneCall service and ensuring that all service standards are maintained at all times, amongst other duties as required.
You will be supporting the Coordinator team to prioritise the answering of the phones in a professional and timely manner as required by the needs of the service, with the opportunity to develop this skill should you wish to, and the opportunity arise. You will show leadership by demonstration and you will be a key part of ensuring that there is a positive and supportive culture, with patients at the heart of everything we do in OneCall.
About us
WHY WORK WITH US?

• Positive staff survey results
• The Care Quality Commission (CQC) rates our quality of services as good with outstanding features
• Ranked in the top 120 best places to work (accredited by HSJ Best Places to Work)
• Ranked outstanding and in top 10 of the national 'Learning from mistakes' league
• Stunning locations in Sussex, surrounded by the South Downs and the coast
• A great working environment in the community, in patients homes and our community hospitals
• Excellent training and development opportunities
• A Living Wage Employer with great rates of pay
• Flexible working options including overtime
• Supportive team environment
• Cost effective and convenient workplace nurseries
• Staff networks: LGBT, BAME, Religion and Belief and Disability
• The Trust has signed up to the disability confident scheme and we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy
• Read more about the benefits of working at SCFT on our website: https://www.sussexcommunity.nhs.uk/work-with-us/staff-benefits.htm

We would love to hear from you!Why not join a team that is inclusive, vibrant and celebrates success?
Job description
Job responsibilities
Job Summary
To act as a key point of contact for the OneCall West Sussex service, ensuring that patients, other members of the public, external stakeholders and colleagues within the Trust receive a courteous and supportive response to a range of queries and requests for information. This will involve the use of excellent verbal and listening skills to ensure accurate referral information is collected.

• To provide business support, referral and all non-call activity management support and specialist administrative services to the Team Lead, Nurse Assessors & Coordinators.
• To ensure that the service is supported operationally, and all non-call activities are managed effectively and in a timely manner through the use of appropriate systems, procedures, and processes.
• To ensure that all non-call activities are answered promptly, handled in line with prioritisation needs safely and with care, compassion, and professional standards of communication. Awareness of the need to manage referral, email & task queues is essential, acting promptly to ensure the needs of referrers and staff are both met. The successful candidate will work alongside a team of Senior Clinical Assessors, Clinical Assessors and Coordinators to ensure this is achieved.

Communication and Working Relationships

• The post holder will work closely with the OneCall Team Lead and the wider team across both sites. They will need to communicate on a regular basis with the OneCall Team as well as being required to liaise with staff and managers from other Sussex Community NHS Foundation Trust Services, external partners such as Acute services, patients, and carers.
• The post holder will have to discuss and communicate sensitive, confidential and complex information about patients and staff.
• The post holder will be able to respond appropriately to challenging behaviour during a telephone call and ensure a positive outcome for any patient involved in these discussions.
• The post holder will have to actively participate in Team Meetings and other appropriate meetings.
• The post holder will develop their own skills ensuring that defined competencies are maintained and provide information to others to help their development.
• The post holder will make changes in their own practice and offer suggestions for improving services as appropriate.
• The post holder will maintain defined quality standards in their own work and encourage others to do so.
• The challenges for this post relate to achieving the key performance indicators for our service and ensuring that high standards of quality, professionalism and care are maintained at all times.

Key Responsibilities

• The post holder will provide administrative support to the OneCall team.
• To ensure all referrals are responded to in a safe and timely manner, to enable the patient to receive appropriate care within the community whenever it is safe to do so or to escalate if needs cannot be met within the community.
• The post holder will receive and respond to all referrals to the OneCall service (written or electronic), establish their appropriateness, assessing for urgency (and if necessary, liaising with the qualified member of staff on duty) and forwarding onto the relevant teams in written and verbal format. This will support the OneCall service to adhere to the Key Performance Indicators for call answering.
• The post holder is required to be flexible and always professional when interacting with others.
• The post holder will be expected to request further information by phone or electronically whilst maintaining confidentiality & high standards of professionalism throughout.
• The post holder does not have any financial responsibilities for the service.

Main Tasks
To be responsible for the processing of completed referrals and all non-call activities to ensure all information is passed promptly and accurately to the relevant service.

• To check and appropriately manage all incoming invoices.
• Triaging of patient needs and ensuring the clear and accurate documentation of the assessment.
• To use local pathways and protocols to process these referrals in a timely manner to the appropriate teams.
• Be able to respond to conflict situations whilst remaining calm and professional.
• To arrange patient transport for hospital admissions or appointments wherever necessary & required.
• To provide assistance to the booking and allocation of packages of care and night support workers.
• To respond to all enquires relevant to the role appropriately, effectively and in line with service delivery expectations.
• To facilitate the request of further information as appropriate, always maintaining complete confidentiality
• To liaise directly with other directorates within the Trust, other health service providers, statutory and voluntary agencies and service groups ensuring effective communication and co-operation.
• To facilitate & support the effective and efficient taking of messages, with empathy & professionalism, ensuring community teams receive information at agreed times.
• To work with community staff regarding the ordering and monitoring of community equipment services as required and liaising with patients, carers, and professional staff.
• To set up and maintain databases and rotas to record activity and assist in collating data for audit and reporting purposes.
• To support the maintenance of an up-to-date service register of all community services including referral criteria and contact details.
• To input data as required, including the scanning, and uploading of documents.
• To take, type and distribute minutes of meetings as required.
• To effectively monitor and respond to the needs and requests within generic mailboxes, SystmOne and all other incoming means of non-call information to the service.
• To support the ordering of stationery and equipment as required.
• Respond effectively to any issues that arise during the shift e.g., telephone or IT failure.
• Reports any building or equipment maintenance problems to the Trusts Estates Helpline or escalate to the Senior Clinician on duty.
• To be flexible and always professional when dealing with others.
• The post holder may have tasks or responsibilities delegated to them, appropriate to their level of competence. They may also be expected to delegate tasks or responsibilities to other staff, as appropriate.
• To work collaboratively with OneCall senior management and Team Lead staff to develop practices and processes, ensuring that all service standards are maintained at all times.
• To maintain confidentiality at all times when dealing with personnel, staff and patient issues and sensitive Trust information and to ensure that all coordinator staff do so too, addressing any concerns immediately & appropriately.

Person Specification
Qualifications
Essential

• Maths and English grade C or equivalent
• Competent in the use of Microsoft Office including proficiency in Word, Excel, Access, Powerpoint, Outlook

Desirable

• Knowledge of SystmOne or other in-house activity systems
• NVQ Level 3 or equivalent qualification in business administration

Experience
Essential

• Demonstration of essential key skills and attributes

Desirable

• Experience working in a health and social care setting
• Contributing to the development of administrative or office procedures
• Experience of triage
• Working in an office environment where a large and diverse range of callers and visitors are received, acquiring excellent administrative and organisational skills
• Dealing directly with customers, patients and members of the public

Knowledge and skills
Essential

• Computer Literate with advanced skills in using Microsoft Office software to create attractive and well laid-out documents and presentations. Able to use Microsoft Outlook for diary, workload and email management
• Demonstration of ability in a wide range of key skills & attributes
• Demonstrates a calm and constructive approach to dealing with unpredictable situations
• Ability to prioritise, work independently to 'get things done' within tight deadlines

Desirable

• Experience with the use of telephony or call centre experience
• Knowledge of medical/nursing terminology

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.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details
Employer name
Sussex Community NHS Foundation Trust
Address
The Quadrant, Lancing Business Park
Marlborough Road
Lancing, West Sussex
BN15 8UW
Employer's website
https://www.sussexcommunity.nhs.uk/work-with-us/ (Opens in a new tab)