Pathway Administrator

Job description

Job responsibilities

Key Duties and Responsibilities

1. Provide a trauma-informed contact via telephone, email, website contact form, voicemail, or text message for Children, Young People and Families referred to TGH, including self-referrals.

2. Provide information about what support services are available and refer/facilitate access to internal, or external support services.

3. Input Request for Support Forms (Referrals) into the case management system.

4. Communicate closely with clients and keep them informed of any wait times, action taken or referrals made on their behalf.

5. Gather information from other professionals at the point of referral or allocation as advised by the Clinical Manager and Service Manager.

6. Take part in promoting services including talks and training to organisations based in key agencies across Avon and Somerset to support staff, volunteers, and clients to build trust and understanding about TGH, our referral pathways and services.

7. To work with the Service Manager and Clinical Manager to manage and co-ordinate appointments for our services, updating our database and associated spreadsheets.

8. Attend organisational meetings as required and communicate effectively with

relevant colleagues across the TGH team.

9. Support with administrative tasks across the organisation including support to the Senior Leadership Team where appropriate with administrative tasks.

10. Maintain accurate, confidential records of all contacts and interventions with Children, Young People and Families/professionals, ensuring timely documentation using internal systems e.g., Oasis.

11. Commit to self-care and participate in line management, annual appraisal, clinical supervision, training and contribute to team communication and operational improvements.

12. Support the Research Team and Services Team to actively gather feedback from clients and professionals.

13. Maintain documentation and manuals associated with the role as and when required (alongside the Service Manager).

14. Respond to Subject Access Requests and Pre-Trial Therapy Notes Requests in partnership with the Service Manager and Data Protection Officer.

15. Produce professional letters to advocate on behalf of Children, Young People and Families and manage client post.

16. Assess risk and report safeguarding concerns in line with the Green House Policies, maintain up-to-date safeguarding training, and stay informed on relevant legislation about child sexual abuse and procedures.

17. Work within professional boundaries and comply with data protection legislation, confidentiality and information sharing policy and procedures and all legislation connected to your work.

18. Ensure that all work is carried out in line with Health and Safety and other policies outlined in The Green House Bristols Employee Induction Pack and Handbook.

19. To contribute to the ongoing development of the organisation by helping to improve systems and procedures.

20. Take a positive and proactive approach to problem solving to manage a varied workload and contribute to a positive working environment.

21. To work within the values of The Green House.

Although the core duties are set out within this Job Description, a flexible approach to work is essential. The Green House is developing and adapting to meet Children, Young People and Families needs. The Pathway Administrators may be required to adapt their working styles to accommodate changes in the pathway. This may include navigating conversations about risk with Children, Young People and Families.

Criteria E=Essential D = Desirable

E/D

Knowledge and understanding

Knowledge and experience of direct work with young people and families with who have experienced sexual abuse and/or complexity of trauma symptomology.E

Knowledge and understanding of mental health working in a setting with children and young people.E

Have an awareness of the emotional impact working with issues of child sexual abuse and trauma can have; and understand the need for good self-care to support with this.E

Knowledge of current safeguarding legislation for children and young people and vulnerable adults.E

Knowledge of ICT including Internet, and Microsoft Office Excel and Word.E

Understanding of anti-discriminatory practice and working in ways that are inclusive of all cultures and identities.E

Understanding of GDPR and client confidentiality.E

Skills and abilities

Ability to work within boundaries to respond to clients and professionals in a professional, personable, compassionate and sensitive manner.E

Skilled in listening and providing empathy to children young people and families.D

Confidence in dealing with a variety of telephone calls, including talking to distressed callers.E

Excellent organisational skills.E

Initiative, flexibility, and the ability to work within a busy office without direct supervision.E

The ability to reflect on own practice; undertake training advice and constructive feedback and willingness to attend clinical supervision.E

Ability to maintain attention to detail whilst multi-tasking.E

Demonstrated aptitude to effectively work with people with a broad range of differences including their ethnic, cultural, and social backgrounds, their gender, age, religious belief, disability, and sexual orientation.E

Experience

Minimum of 2 years recent experience in a similar role.E

Proven experience of using database systems.E

Experience of working with young people and their families to support with mental health and who may be in crisis and signposting to appropriate services/resources.E

Working within an organisation that deals with sensitive and confidential information.E

Ability to complete time-sensitive tasks by agreed deadlines.E

Experience of multi-disciplinary working and building positive working relationships with multi-agency professionals and external agencies, particularly the police.E

Experience of working in busy team with varying support needs in a calm and professional manner.E

Experience of working in a trauma-informed manner with clients.D

Other Requirements

Commitment to improving access to The Green House for all children and families to promote equality, diversity, social justice and change. And be able to engage in self-reflection and continuous learning to support this.E

Person Specification

Experience

Essential

• Minimum of 2 years recent experience in a similar role. E
• Proven experience of using database systems. E
• Experience of working with young people and their families to support with mental health and who may be in crisis and signposting to appropriate services/resources. E
• Working within an organisation that deals with sensitive and confidential information. E
• Ability to complete time-sensitive tasks by agreed deadlines. E
• Experience of multi-disciplinary working and building positive working relationships with multi-agency professionals and external agencies, particularly the police. E
• Experience of working in busy team with varying support needs in a calm and professional manner.E

Desirable

• Experience of working in a trauma-informed manner with clients. D

Skills and Abilities

Essential

• Ability to work within boundaries to respond to clients and professionals in a professional, personable, compassionate and sensitive manner.E
• Confidence in dealing with a variety of telephone calls, including talking to distressed callers.E
• Excellent organisational skills.E
• Initiative, flexibility, and the ability to work within a busy office without direct supervision.E
• The ability to reflect on own practice; undertake training advice and constructive feedback and willingness to attend clinical supervision. E
• Ability to maintain attention to detail whilst multi-tasking.E
• Demonstrated aptitude to effectively work with people with a broad range of differences including their ethnic, cultural, and social backgrounds, their gender, age, religious belief, disability, and sexual orientation.E

Desirable

• Skilled in listening and providing empathy to children young people and families.D

Knowledge and understanding

Essential

• Knowledge and experience of direct work with young people and families with who have experienced sexual abuse and/or complexity of trauma symptomology.E
• Knowledge and understanding of mental health working in a setting with children and young people. E
• Have an awareness of the emotional impact working with issues of child sexual abuse and trauma can have; and understand the need for good self-care to support with this. E
• Knowledge of current safeguarding legislation for children and young people and vulnerable adults. E
• Knowledge of ICT including Internet, and Microsoft Office Excel and Word. E
• Understanding of anti-discriminatory practice and working in ways that are inclusive of all cultures and identities.E
• Understanding of GDPR and client confidentiality E

Other Requirements

Essential

• Commitment to improving access to The Green House for all children and families to promote equality, diversity, social justice and change. And be able to engage in self-reflection and continuous learning to support this. E

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

The Green House

Address

45 Thomas Street

St. Pauls

Bristol

BS2 9LJ

Employer's website

https://www.the-green-house.org.uk (Opens in a new tab)