Job responsibilities
Job
Description Livewell
Southwest
1. Locality
Based in a locality Service but
may be moved dependant on organisational need
2. Job Title
Service
Administrative Supervisor Office Manager,including Referral
Coordination, Pathway Administration and Data Management
3. Pay Band
Band 3
4. Base and Service this needs to reflect the service and
where the work is delivered
The primary role will be within the
Complex Emotional needs Service (Personality Disorders) but post holder may be required
to work across a number of different locations & teams providing
reciprocal cover arrangements
5. Reports to Line Manager
Service Manager
6. Accountable to Professionally/managerially
Senior Manager
7. Dimensions and Context of Role
To deliver an
effective and competent level of administrative support and consistently
deliver a client focussed service which promotes good customer service and
effective working relationships.
To be
responsible for providing daily administrative support in the allocated
service area ensuring business priorities are met for example: maintaining
records, minute taking, data inputting and reception duties.
Typing of
confidential reports letters which may be supplied via hard copy and or
dictation, which may contain distressing information as requested to meet
service needs.
Working
proactively to support team. Ability to work on own and proactively as part
of a team.
To provide
the day to day supervision and line management of junior staff where
appropriate and report to clinical team managers and service support manager.
To deliver
admin projects to support the clinical teams under the joint direction of the
clinical team managers and service managers.
The job description and person specification are an
outline of the tasks, responsibilities and outcomes required of the role. The
job holder will need to be flexible to carry out any other duties as may be
reasonably required by their line manager.
8.
Organisational Chart
Pathway Lead, Clinical Lead and Operational Manager THIS POST Admin Therapy & Peer Support
Administrative Support staff
Links across & Liaising with
Professional Clinical staff, teams, all stakeholders, public and clients
9. Key Tasks and
Responsibilities of the Post
Delivery Management of Service
Supports the
daily smooth administrative operation of the service interventions offering
business support to the Management and Leadership Team, including diary and
in box management. Ensures the smooth administration of the referrals into
the service and all administrative processes through to discharge including,
data, reports and surveys. Delegation of administrative tasks to other
members of the admin team.
Provide
support to customer/clients and visitor/professionals/teams when required,
acting as the first point of enquiry, updating S1 appointment calendar with
arrivals DNAs, sign posting individual to relevant information or service. Delegation
of duties where appropriate.
Promote
the image of the service, checking that notices and leaflets are up to date
& well presented.
Ensure that
all complaints, compliments, concerns, comments and suggestions are
appropriately recorded, and where possible resolved within level of role or
escalated appropriately, supporting junior staff where necessary.
Respond to
telephone, email and written queries on behalf of the team including call
handling where appropriate. Recording
all contacts on S1 and taking/directing messages.
To produce informal and formal minutes as an accurate record of meetings, transcribing
and distributing as directed. This includes mini-MDT and weekly MDT.
Deal with all
referrals, e-referrals directed to the team e.g. Refer to MDT, upload
documents, check standard and accept/decline referrals, request any
additional information from referrers etc.
Maintain
accurate and timely electronic and hard copy information e.g. DQ errors,
updated G drive information ensuring ease of access, retrieval as
appropriate and in line with policies.
Be
proactive and contribute ideas for improvement in the way the service is
delivered.
Ensure
that all office support services e.g. post, scanning, filing, photocopying,
are delivered in a timely manner.
Maximise
the use of electronic systems to enable effective management of the service
area such as Microsoft Office and patient record systems
Able
to work on own initiative, prioritising work within defined policies and
procedures to set timescales
Team Support
Support
Clinical Team Manager with diary management, information/data gathering, document
production (e.g. flow charts), updating ESR with supervision
records/appraisals and ad-hoc requests for support. Support the recruitment
and record keeping processes of new staff, communications, new file,
interview appointments and so on.
Manage Security
processes, alarms on behalf of team, including assigning, maintaining
records and usage reports, prompting team to test regularly etc
Assist
Clinical Team Manager with e-Roster management. Liaise with management team regarding
annual leave, time owing, overtime and input agreed outcomes.
Supporting
operational staff to access management information; electronic and hard copy
Data Management
Collect and
collate data to enable managers to monitor budgets and performance in
relation to business support function with support of line manager.
Collect,
collate and prepare information for service area
users with support of line manager.
Staff management & development
Provide the day-to-day
supervision and line management of junior staff where appropriate, including
performance management, absence management and appraisal.
Demonstrate
own activities to new or less experienced employees.
Ensure
junior staff hand out relevant questionnaires, Friends & Family and input
this onto system.
Financial management
Monitor
stock e.g. stationery and order supplies and equipment as required within the
business area. Undertake
surveys or audits as directed.
10. Physical EffortFrequent
sitting & standing. Inputting at a keyboard for most of day, frequent light
effort to lift, sort & file case notes.
May
have to occasionally move presentation equipment and office supplies or
clinic consumables.
11. Mental Effort
Frequent
concentration is required when inputting into systems, typing documents,
making appointments & processing records with a need to ensure accuracy.
The
work is usually predictable but there may be unscheduled priority tasks, interruptions
from telephone calls, enquiries and staff & occasionally imposed
deadlines.
12. Emotional Effort
There
may be some exposure to service users who may exhibit high emotions, difficult
& challenging behaviours.
13. Working
conditions
Exposure
to unpleasant conditions is rare/occasional. May be exposed to verbal
aggression from patients. Use VDU for high proportion of time.
The
flexible nature of the job may require post holder to move within the team or
within the wider organisational setting as required and undertake similar
duties.
14. Key Behaviour
CompetenciesWorking together
Be straightforward in our dealings with each other and build
relationships
Listen to others and explain the decisions we have made
Recognise and remove barriers to action
Create an open and positive learning culture
Learn from mistakes & ask others for support where necessary
Be aware of ones own behaviour, values, attitudes, strengths
and weaknesses.
Ability to reflect on ones behaviour and change them.
Uphold the values and be proud to be part of the organisation
Ensure appearance is professional & name badge visible
Act With Integrity
Be honest and do what you say you will do
Take responsibility and be accountable for your actions
Guard and build the organisations reputation
Take into account the human and social impact of our work
Treat everyone in a friendly, courteous manner; smile &
make eye contact
Building Success Together
Be compassionate and accepting of others.
Be straightforward in our dealings with each other and build
relationships
Listen to others and explain the decisions we have made
Agree on our goals and see them through
Treat each other with dignity and respect
Learn from each others experiences
Understand and recognise each others contributions of being of
equal value
Be prepared to challenge the status quo
Contribute to the organisations success
Stretch the boundaries of personal performance
Look for better ways of working to achieve improvements
Caring for patients
Aim to meet the needs of our patients and partners in care
Use initiative to enhance care in innovative and imaginative
ways
Respect individual cultural differences; challenge bias &
prejudice
Provide a high quality and safe service for patients
Maintain privacy and ensure confidential information is kept
safe
Question poor practice, process & behaviour
