Family Support Administrator

Job description

Job responsibilities

The Family Administration Support Team (FAST) provides day to day administration to the Care directorate. FAST acts as the first point of contact for families, ensuring smooth access to services as well as offering advice to families that are caring for a child with a life limiting or life-threatening condition to help address their individual needs.

The post holder will provide efficient and effective administrative support to the Care directorate and will support the provision of data for the organisation.

The Family Administration Support Co-ordinator will be responsible for working with all Care administrative systems within the hospice to support both Care staff and families.

KEY RESPONSIBILITIES

• To be responsible for triaging enquiries to the teams, ensuring they areforwarded to the correct person and those enquiries are acted upon.
• To make In-house and Community bookings for families and ensure the appropriate data entry into The Care Database system.
• Ensure all changes and amendments to The Care Database are actioned in a timely manner and troubleshoot any problems.
• To liaise with parents/carers and professionals when required.
• To communicate with families, provide support and signpost them to relevant resources.
• To attend weekly multi-disciplinary panel meetings and ensure that referrals are acknowledged and actioned.
• To assist in coordinating the Pharmacy Clinic for families alongside the Pharmacy Technician. This will include working one Saturday per quarter, in the mornings only.
• To provide day to day general administrative team support.
• Ensure completion of quarterly audits to comply with clinical reporting.
• To provide wider support to the Senior Care team e.g., minute taking.
• To carry out project work as and when required.
• To support and provide data for reports using The Care Database.
• Support service volunteers.

Data Administration

To extract monthly activity data from The Care Database and transfer to Excel to ease analysis.

General Requirements

• To safeguard all children and young people accessing services by responding to concerns raised in a timely and appropriate manner and effectively escalating them in accordance with Haven House policy and procedures.

• To maintain confidentiality in all areas of work at Haven House.
• To actively support and promote Haven House policies.
• To take responsibility for your continuing professional development.
• To co-operate with all staff in maintaining harmonious inter-personal relationships, internally and externally.
• To attend staff meetings and training as required.
• To ensure the respect, dignity and rights to privacy of children, young people and their families are respected as far as possible.
• To participate in supervision sessions and appraisals with your line manager.
• To be aware of Haven House policies and procedures and to adhere to these.
• To actively assist in education and training initiatives.

This job description is not a definitive or exhaustive list of responsibilities but identifies the key responsibilities and tasks of the post holder. The specific objectives of the post holder will be subject to review as part of the individual performance process.

Haven House is committed to Equal Opportunities in Employment and therefore it is our aim to ensure that no applicant or employee receives less favourable treatment on grounds of gender, disability, religion, race, colour, sexual orientation, and nationality, ethnic or national origins or is placed at a disadvantage by conditions or requirements which cannot be shown to be justifiable.

Haven House is responsible under the existing equality and diversity legislation to ensure equality issues are promoted and you are expected to work with Haven House to fulfil these obligations, policies and codes of good practice.

Employees must take reasonable care and be aware of the responsibilities placed on them under the Health & Safety at Work Act (1974) and to ensure that agreed safety procedures are carried out to maintain a safe environment for employees, patients and visitors.

Haven House is committed to safeguarding and promoting the welfare of children and young people and expects all staff to share this commitment. Employment is subject to receipt of satisfactory references and an enhanced DBS check.

Person Specification

Skills and Abilities

Essential

• Proven IT skills, including basic troubleshooting and the ability to use a database, Word, Excel, Power Point, Access and Outlook.
• Excellent administrative planning and organisational skills and ability to work on own initiative and under direction
• Excellent written, verbal and telephone communication skills required with families, staff and external parties
• Adaptable to the changing needs of children and their families
• Ability to work as part of an inter-disciplinary team as well as on own initiative
• Positive attitude, proactive and innovative

Desirable

• Experience of data analysis

Qualifications

Essential

• Good standard of secondary education including English and Maths

Desirable

• Evidence of continuing Professional Development

Experience

Essential

• 1 year of admin experience
• Understanding of the needs of children with special needs and their families
• Good interpersonal skills, with the ability to build relationships with colleagues at all levels.

Desirable

• Experience of working with volunteers

Personal Qualities

Essential

• Motivated and enthusiastic with a flexible approach to work and hours
• Ability to work under pressure and multitask to deal with stressful situations
• Diplomacy and advocacy skills in relation to families and other agencies, and within Haven House
• Willingness to take on new challenges and responsibilities

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

Haven House Children’s Hospice

Address

The White House

Woodford Green

Essex

IG8 9LB

Employer's website

https://www.havenhouse.org.uk/ (Opens in a new tab)