Call Handler (Health Care Assistant)

Job responsibilities

Job Description

1. JOB DETAILS

Job Title: Call Handler (Health Care Assistant)

Band: 3

Location: Clinical Coordination Centre, Searle House EX2 5JJ

Team/Directorate: Exeter Community Cluster

Responsible To: Community Cluster Team Leader (CCTL)

Responsible For: N/A

Accountable to: Head of Community and Supportive Care Services

2. JOB PURPOSE

To provide holistic and person-centred care and support by telephone for patients with complex life-limiting illnesses.

To work within the multi-disciplinary team and alongside registered nursing staff to contribute to the delivery of a high standard of evidence-based specialist palliative care.

3. KEY RESULT AREAS/PRINCIPAL DUTIES AND RESPONSIBILITIES

3.1 Main Responsibilities

Provide a first point of telephone contact for patients, carers and healthcare professionals to ensure a timely response whenever information or support is required.

Liaise with Hospiscares Clinical Nurse Specialist teams to ensure a consistent approach to the triage process and that patients are prioritised appropriately.

Assist in the identification of appropriate palliative and end of life care for patients in order to provide safe and effective treatment and support to patients and those close to them.

Communicate in a sensitive and professional manner with patients, relatives, colleagues and others, considering potential barriers to understanding, to promote and maintain Hospiscares values and to ensure dignity and respect are observed.

Adhere to Hospiscares clinical recordkeeping policy when providing and sharing verbal, digital or written information and instructions, to ensure patient confidentiality is observed at all times.

Attend and contribute to multi-disciplinary team meetings and case discussions to inform decisions which ensure patients receive the best possible care.

Assist with the identification and assessment of complex bereavement to enable a seamless handover to Hospiscares Supportive Care team.

Infection Prevention and Control

Maintaining a safe environment for patients, visitors and employees is everyones responsibility. All staff are required to adhere to Hospiscares Infection Prevention and Control Policy and make every effort to maintain high standards of infection prevention and control at all times. This includes ensuring personal and team compliance with all relevant policies and procedures, and acting upon or reporting any identified risks.

Disclosure and Barring Service

This role requires a Disclosure and Barring Service (DBS) Enhanced level check with Adults Barred List.

3.2 Key Contacts

Internal

Clinical Coordination Centre team

Community Cluster Team Leader Community Clinical Nurse Specialist teams Head of Community and Supportive Care Services Medical team

Inpatient Unit team

Supportive Care Services

Clinical Administration

External

Patients and those close to them

Royal Devon & Exeter Hospital

NHS Community Services

General Practitioners

Social and Domiciliary Care Workers

Residential and Nursing Homes

Providers of out-of-hours services

3.3 Health & Safety

Ensure that Health and Safety guidelines and fire regulations are strictly adhered to

Comply with safe working practices as defined by Hospiscare

Complete online training as and when required

Take reasonable care for your own health and safety and that of others who may be affected by acts or omissions at work

Report any accidents, incidents or near misses as soon as reasonably practicable

Manage own work life balance and general wellbeing, including any relevant pressures in respect of lone working, travel, difficult environments and challenging situations

3.4 General

Be aware of and adhere to Hospiscare policies and procedures at all times

Take part in progress/performance reviews throughout the year

Cooperate with other Hospiscare departments

Attend training courses and complete online training modules as required to meet the requirements of the post

Take responsibility for own personal development, seeking out opportunities to learn new skills

Undertake any other duties as requested by management which are reasonably deemed to be within the scope of the role

3.5 Other

Apply the Hospiscare values and behaviours to every aspect of the role at all times

Promote and maintain the brand standards of Hospiscare

Qualifications

Essential

• Level 3 qualification in Health and Social Care or equivalent/similar
• Evidence of ongoing professional development

Desirable

• Level 4 qualification or Foundation degree in Health and Social Care or equivalent
• Communication Skills training

Experience

Essential

• Demonstrable clinical experience in adult specialist palliative care
• Demonstrable experience of working as part of a team within Health and Social Care

Desirable

• Experience of assessing, planning and evaluating individualised care plans for patients at end of life
• Experience of working with volunteers
• Experience of working under appropriate supervision as part of a multi-disciplinary team and of multi-agency partnership working
• Experience of providing and receiving complex sensitive information
• Experience of working within the community setting

Knowledge

Essential

• Understanding of the complexities of working with individuals at times of distress and conflict
• Understanding of the importance of effective team working in a healthcare context

Desirable

• Awareness of the principles of advance care planning
• Awareness of theoretical nursing models and understanding of their impact on delivery of care
• Awareness of key issues relating to End of Life care including policy developments

Skills

Essential

• Highly developed communication and interpersonal skills
• Developed IT skills
• Developed skills in recognising and responding to the changing physical, emotional, spiritual and social needs of palliative care patients and those close to them

Personal attributes

Essential

• Ability to work autonomously and act on own initiative, seeking advice/escalating issues when appropriate
• Flexible and adaptable with the ability to respond positively in a rapidly changing environment.
• Commitment to continuing professional development.
• Ability to act as a patient advocate
• Ability to evaluate own strengths and development needs
• Awareness of Equality, Diversity and Inclusion in all areas of work

Additional requirements

Essential

• Capable of fulfilling the physical demands of the role, including administering of basic life support
• Able and willing to be flexible and work across Hospiscare clinical environments including in the Community and on the Inpatient Unit when required
• Able to participate in the 7 day/week rota

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).