Job summary
Are you looking to take the next step in your career as part of a vibrant team working in the Community? Are you looking for a new opportunity to make a difference to the ongoing offer of Reablement services including Urgent Community Response.
An exciting opportunity has arisen for a Crisis Coordinator supporting the delivery of an efficient and effective referral service for adults, navigating various electronic databases across Health and Social within the Urgent Community Response Team, Pathway 1 and Reablement At Home service including supporting the services aim of preventing hospital admissions and facilitating discharge.
If you would like to discuss this vacancy or for further information. Please contact Sharna Allsopp on sharna.allsopp@nhs.net
Main duties of the job
To assist in the delivery of an efficient and effective referral service for adults, navigating various electronic databases across Health and Social Services within the Urgent Community Response Team including providing the point of contact for Nottingham University Hospitals NHS Trust to support discharges by coordinating the community response within a two-hour target time.
Liaising with and working with relevant clinicians, practitioners and health and social care provider services to coordinate appropriate care packages and ongoing care needs.
Have a good understanding of the variety of services that are available to assist referrers in meeting an individuals need. This will include triaging and signposting clients to other services, tracking and monitoring pick up and hand over of clients to the Urgent Community Response Team.
Input and update new and existing referrals using various Databases, including SystmOne and associated systems. Running reports and assisting with data analysis and report creation.
About us
We are a
provider of NHS Community Health Services, CityCare exists to support the
health and wellbeing of all local people, working alongside other health and
care partners to achieve this. We are a value driven, people business with a
passion for excellence. Our vision and social purpose is to make a difference
everyday to the health & wellbeing of our communities and our values of
kindness, respect, trust and honesty lie at the heart of everything we do,
guiding how we work together with partners and each other to consistently
deliver high quality compassionate care. As a social enterprise we aim to add
social value by investing in the future of our local communities and helping to
make a difference in peoples lives.
CityCare value
the benefits of a diverse and inclusive workforce. We encourage applications
from candidates who identify as disabled, LGBT+ or from a Black, Asian or
Minority Ethnic (BAME) background, as they are currently under-represented
within our organisation.
We are proud to be a forces-friendly
organisation and are dedicated to supporting Veterans, Service Leavers, Reservists, and
military spouses/partners. We value the unique skills and contributions you
bring.
CityCare is an
equal opportunities employer. We are positive about employing people with
disabilities. If you require your application in a different format please
contact People Services on 0115 8839418. CityCare is committed to the
protection of vulnerable adults and children.
Job description
Job responsibilities
Key Responsibilities
- To receive calls for the Urgent Community Response Team and hospital discharge facilitation and ensure referrals are processed within the required response period
- To coordinate with community-based health and social care teams/services to enable a citizens discharge to take place safely and appropriately back to the community once identified as medically stable to leave hospital by the hospital based care coordination team.
- To inform the hospital care coordination team of the community response to facilitate discharge within the 2-hour response target time to enable the hospital to plan discharge
- To accurately input and update new and existing referrals using various databases, including the PCTs SystmOne system and other systems. To be responsible for running reports and data collection, to inform commissioning services and the provider business unit.
- To have an understanding and knowledge of the variety of relevant services and their referral criteria available within Health and Social Care to enable appropriate advice and guidance to be given to referrers, and to ensure this information is kept up to date.
- To make judgments regarding referrals, for example, by triaging them to ensure that clients are seen by the most appropriate team / service at the right time to meet their needs.
- To utilise clinical support for complex referrals.
- To organise packages of care after clinical assessment.
- To manage and maintain the daily capacity for relevant services ensuring this information is passed to relevant professionals.
- To be able to effectively handle calls from distressed referrers/ clients/ carers who are experiencing problems and act appropriately in a supportive, empathetic and courteous manner. To be able to alert team members to any relevant issues arising
- Assist in the development and maintenance of databases, including Excel and organisation specific systems, ensuring that data is collected, recorded and take part on analysing data as appropriate.
- To be aware of and appreciate the range of barriers to communication that exist, whether these be due to disability, cultural perspective, language or comprehension and to be able to respond in a supportive, empathetic and courteous manner when answering telephone calls from referrers/ clients/ carers.
- To produce accurate monthly/ quarterly statistics as identified within each services specification.
- To be customer focused when representing the service and ensuring that the reception people are given is supportive, welcoming and helpful.
- To work within the relevant legal frameworks and have an understanding of the Data Protection Act and how this related to the management of confidential information in accordance with Trust policy.
- To plan/organise work using own initiative, whilst being able to work as a valuable member of a team.
- Assist in the orientation and induction of new starters for the service explaining the Crisis coordinator role in relation to the referral process.
- To undertake general office procedures including photocopying and faxing as required.
- To be involved in the marketing of the team within the wider health and social care community, including voluntary and third sector providers.
- To participate in individual appraisal and supervision, contributing to the identification of training opportunities.
- To work effectively as part of a team to provide cover for other administration staff (including the end of life Palliative service) when required and to be flexible regarding working hours to meet the needs of the service.
- To undertake any additional duties as appropriate and delegated by the manager.
Job description
Job responsibilities
Key Responsibilities
- To receive calls for the Urgent Community Response Team and hospital discharge facilitation and ensure referrals are processed within the required response period
- To coordinate with community-based health and social care teams/services to enable a citizens discharge to take place safely and appropriately back to the community once identified as medically stable to leave hospital by the hospital based care coordination team.
- To inform the hospital care coordination team of the community response to facilitate discharge within the 2-hour response target time to enable the hospital to plan discharge
- To accurately input and update new and existing referrals using various databases, including the PCTs SystmOne system and other systems. To be responsible for running reports and data collection, to inform commissioning services and the provider business unit.
- To have an understanding and knowledge of the variety of relevant services and their referral criteria available within Health and Social Care to enable appropriate advice and guidance to be given to referrers, and to ensure this information is kept up to date.
- To make judgments regarding referrals, for example, by triaging them to ensure that clients are seen by the most appropriate team / service at the right time to meet their needs.
- To utilise clinical support for complex referrals.
- To organise packages of care after clinical assessment.
- To manage and maintain the daily capacity for relevant services ensuring this information is passed to relevant professionals.
- To be able to effectively handle calls from distressed referrers/ clients/ carers who are experiencing problems and act appropriately in a supportive, empathetic and courteous manner. To be able to alert team members to any relevant issues arising
- Assist in the development and maintenance of databases, including Excel and organisation specific systems, ensuring that data is collected, recorded and take part on analysing data as appropriate.
- To be aware of and appreciate the range of barriers to communication that exist, whether these be due to disability, cultural perspective, language or comprehension and to be able to respond in a supportive, empathetic and courteous manner when answering telephone calls from referrers/ clients/ carers.
- To produce accurate monthly/ quarterly statistics as identified within each services specification.
- To be customer focused when representing the service and ensuring that the reception people are given is supportive, welcoming and helpful.
- To work within the relevant legal frameworks and have an understanding of the Data Protection Act and how this related to the management of confidential information in accordance with Trust policy.
- To plan/organise work using own initiative, whilst being able to work as a valuable member of a team.
- Assist in the orientation and induction of new starters for the service explaining the Crisis coordinator role in relation to the referral process.
- To undertake general office procedures including photocopying and faxing as required.
- To be involved in the marketing of the team within the wider health and social care community, including voluntary and third sector providers.
- To participate in individual appraisal and supervision, contributing to the identification of training opportunities.
- To work effectively as part of a team to provide cover for other administration staff (including the end of life Palliative service) when required and to be flexible regarding working hours to meet the needs of the service.
- To undertake any additional duties as appropriate and delegated by the manager.
Person Specification
Knowledge and skills
Essential
- Excellent communication skills, written and verbal, including listening skills
- Assertiveness, ability to self-motivate and motivate others.
- Understanding and able to deal with confidential and sensitive issues when liaising with team members / other professionals.
- Ability to prioritise, organise and delegate workload to meet deadlines.
- Awareness of the barriers to effective communication
- Understanding of and commitment to equal opportunities and equity in service delivery
- Ability to problem solve and support others in resolving problems
- Persuasion / influencing skills
- Ability to manage conflicting issues assertively and sensitively.
- Remain calm under pressure.
- Ability to plan and organise own and teams workload.
- Be flexible in the management / involvement of development and change
- Advanced key board skills
- Evidence of a creative approach to work practice, being able to propose ideas that will stimulate change and service development
- Willingness to assist with change implementation.
Desirable
- Knowledge and understanding of relevant health and social care legislation and initiatives
- Experience of supervising and training others on admin processes and procedures
Experience
Essential
- Proven administration experience
- Leadership & Development qualities, including supervision of staff
- Strong communication skills
Desirable
- Experience of working within Multidisciplinary teams
- Recruitment and selection and appraisal skills
Qualifications
Essential
- Excellent working knowledge of Microsoft Office software.
- Foundation degree or NVQ 3 / equivalent or demonstrable experience in admin / business / marketing / customer service environment
Desirable
- Degree level education
- ECDL qualification
- Customer Service
- Working knowledge of Excel and the management of data bases.
Person Specification
Knowledge and skills
Essential
- Excellent communication skills, written and verbal, including listening skills
- Assertiveness, ability to self-motivate and motivate others.
- Understanding and able to deal with confidential and sensitive issues when liaising with team members / other professionals.
- Ability to prioritise, organise and delegate workload to meet deadlines.
- Awareness of the barriers to effective communication
- Understanding of and commitment to equal opportunities and equity in service delivery
- Ability to problem solve and support others in resolving problems
- Persuasion / influencing skills
- Ability to manage conflicting issues assertively and sensitively.
- Remain calm under pressure.
- Ability to plan and organise own and teams workload.
- Be flexible in the management / involvement of development and change
- Advanced key board skills
- Evidence of a creative approach to work practice, being able to propose ideas that will stimulate change and service development
- Willingness to assist with change implementation.
Desirable
- Knowledge and understanding of relevant health and social care legislation and initiatives
- Experience of supervising and training others on admin processes and procedures
Experience
Essential
- Proven administration experience
- Leadership & Development qualities, including supervision of staff
- Strong communication skills
Desirable
- Experience of working within Multidisciplinary teams
- Recruitment and selection and appraisal skills
Qualifications
Essential
- Excellent working knowledge of Microsoft Office software.
- Foundation degree or NVQ 3 / equivalent or demonstrable experience in admin / business / marketing / customer service environment
Desirable
- Degree level education
- ECDL qualification
- Customer Service
- Working knowledge of Excel and the management of data bases.
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.
