Referral Co-ordinator Development

Job responsibilities

This is a developmental post enabling someone to progress into the referral coordinator role following a competency framework.

The Referral Co-ordinator will be responsible for the triage and coordination of throughput through the Glenbourne Unit.

However, this developmental role will work alongside existing staff in key places throughout the unit enabling them to understand how the pathway looks for those admitted to the unit. This rotational approach will also enable the successful applicant to have a wider understanding of acute MH services and the interface with Community Support.

General Unit Overview

Understand how referrals arrive to the unit. This referral process will involve taking detailed information and recording effectively through system one.

The developmental coordinator will be expected to demonstrate excellent and supportive customer care during any call, particularly when assisting with the needs of carers who contact the unit.

To Manage incoming calls to the unit with support from Ward Managers, Referral Coordinator and POS Workers

The developmental coordinator will be expected to attend meetings relating to POS service development or incident follow up and will take initial steps supported by the Referral Coordinator to following up incidents and ensuring good relations between agencies.

To learn key tasks that need to be completed to facilitate a successful admission to Glenbourne managing staffing, safety and clinical needs.

To understand how OOA Beds are found, and the process for transfer and repatriation.

To understand all the different teams in the unit, their role, key members of staff and where they link with community teams.

Place of safety related responsibilities:

To understand initially the POS admission criteria and how best to managing process to ensure best experience for person using POS, as well as the safety of POS coordinator and promoting relationships with police and other agencies.

The developmental coordinator will support the referral process as referred to above and will also be the point of contact during the persons stay for the place of safety worker. The coordinator will link with the nurse in charge of the unit where it is required to do so.

5.1Responsibility for People Management

To work towards being competent to undertake Line Management and Appraisal responsibilities for a group of staff in the Place of Safety. To understand when to escalate issues.

The coordinator will be assisting in service changes, training and development of others.

To be involved in continued development of junior staff

To receive line management support

5.2Responsibility for financial and/or physical resources

The post holder will have no direct responsibility for finances; however they will adhere to the relevant trust policies on financial issues

The post holder will use Livewell Southwest resources responsibly.

5.3Responsibility for administration

To ensure competencies in record keeping

To keep up to date patient records.

Place of safety - Report any changes in the patients condition or care needs to the supervising trained nurse and / or relevant senior and document accordingly.

Maintain accurate and complete patient records in accordance with organisational guidelines.

Maintain confidentiality of information being aware of Livewells policies and local protocols and keeping up-to-date with changes

To access email and other information through Livewell Southwest intranet

To assist with keeping an up to date record of patients receiving care outside of Plymouth and using the virtual ward on the electronic system. This includes out of area patients, admission data

To be aware of legal issues and have an understanding of the Mental Health Act.

To know how to report accidents and untoward incidents and to do so promptly.

To obtain knowledge of Organisational policies, procedures and practices and carry out duties in accordance with them.

The worker will ensure that quality and performance monitoring data regarding length of stay and discharge is collated and available as set by clinical lead or senior manager.

The developmental coordinator will be able to access staffing information for the unit and be able to assist clinical staff in the booking of additional staff where required.

5.4Responsibility for people who use our services

The developmental coordinator will be responsible for responding to emergencies within the unit and assisting the clinical team in ensuring safety.

The post holder will promote better mental health by acting as a suitable role model

The post holder is required to comply with all infection prevention and control policies and guidance, attend relevant updates and report issues of concern to their immediate line manager (if no action or explanation received, then it is the individuals responsibility to escalate to Director of Operations/Chief Executive Office).

Be able to respond effectively to any concerns of abuse and know procedures they need to follow to escalate their concerns.

To participate in, support and maintain positive interventions and planned activity programmes to improve the persons quality of life. To record contacts, interventions and observations on the electronic record systems.

5.5Responsibility for implementation of policy and/or service developments

To comply with Livewell southwest policies and procedures relevant to the role

This will include adherence to Uniform & Dress Code Policy when worn.

To report any observed incident of unprofessional behaviour, accidents/incidents, untoward occurrences, or faulty equipment

To participate professionally in service development and proposed service changes

Comply with universal infection control precautions and procedures.

To behave in a manner which does not bring Livewell Southwest into disrepute.

To complete all Mandatory training and other training pertinent to the role, as agreed by line manager.

5.6Other Responsibilities

The post holder will be aware of and work within their own limits, and competencies

Be punctual for work and conduct themselves in a professional manner in accordance with Livewell southwest policies.

To demonstrate ongoing personal and professional development through participation in internal and external development opportunities, reflecting and recording learning outcomes in a professional portfolio. This would include support groups and induction opportunities.

To participate in induction and support programmes in relation to new staff and volunteers as directed by the clinical lead.

To actively engage in clinical supervision both as a supervisor and supervisee if appropriate. In line with local guidelines review, reflect and develop own practice and performance through effective use of professional and operational supervision and appraisal.

Quality:

The developmental coordinator will ensure that quality monitoring delegated to them for the unit is carried out as required.

To be willing to participate actively in appropriate in-service training programmes which the manager believes to be of benefit to the individual. To assume co-responsibility for maintaining skills and knowledge levels

Undertake specific responsibilities designated by the clinical lead.

6. COMMUNICATIONS AND RELATIONSHIPS

To act as an ambassador for Livewell with external agencies and partner organisations.

Always address staff, patients and members of the public in a polite and respectful manner either in person or on the telephone.

Be conversant with and comply with all relevant organisational protocols and policies and have valid organisational IT access.

Compassionate, caring and kind in their practice.

De-escalation skills

To support the team in promoting a recovery orientated environment by identifying recovery focused activities and imparting information and education as required.

7. PHYSICAL DEMANDS OF THE JOB

The post holder will be competent in computer skills

To undertake and be competent in physical intervention and breakaway training

Shift work including night shifts

The post holder will be exposed to a working environment that is challenging because of systems and procedures that are in place to protect patients and staff. The post holder may be exposed to the risk of physical assault and injury and will have to carry an alarm with them at all times and work within the constraints of the safety procedures in the unit

The post holder may be exposed to emotionally distressing situations on a frequent basis as some people with mental illness have physical disabilities and complex health needs. These include challenging and unpredictable behaviour and learning disability issues. Also there is a need to develop rapport and effective therapeutic working in a pressured environment with a high turnover of patients whose needs are many and varied.

Emotional and mental resilience

Qualifications

Essential

• NVQ III or IV with relevant experience
• or
• Foundation Degree level qualification.
• Able to demonstrate the skills; knowledge and ability to work to the level required.
• Maths and English

Knowledge

Essential

• Able to read, write and perform simple calculations.
• Good communication skills - written and verbal.
• Can understand and communicate factual information.
• Excellent interpersonal skills.
• Good IT skills and the ability to learn new systems.
• Can demonstrate practical skills to others

Desirable

• Ability to liaise with health care professionals.
• Able to engage and support patients, their families and carers.
• De-escalation and negotiation skills.
• Working knowledge of the Mental Health Act
• Ability to prioritise workload without supervision.
• A keenness to make a positive contribution to improving the quality of life for people with mental health problems.
• Ability to acknowledge diversity and promote anti-discriminatory practice and equal opportunities

Additional requirements

Essential

• Friendly and caring manner
• Approachable
• An appreciation of working with a wide age group of clients
• Flexible approach
• To work rotational shift pattern over 24 hours

Desirable

• Personal skills training.
• Diversity training.
• Race and Equality training.
• Acute Mental Health experience
• within an NHS setting
• Working in a MDT
• Experience of emotional distress
• Experience of mental health services as a worker or service user or carer
• Supervision skills

Skills

Essential

• Must have a positive, helpful and professional attitude.
• Remain calm under pressure.
• Demonstrate a positive attitude towards diversity and supporting individuals from ethnic minority groups.
• Motivated
• Compassionate
• Empathetic
• Reliable
• Confidence in dealing with people.
• Ability to work in stressful conditions.
• Ability to work as part of a team.
• Confidentiality
• De-escalation skills
• Demonstrate effective communication skills with a range of people in various situations where there may be barriers in understanding for clients/carers
• Ability to manage time and plan work.
• To complete clinical records
• To take leadership and direction from qualified staff
• To participate in unsupervised tasks and provide accurate feedback to relevant parties.
• Ability to work in a team effectively.
• Awareness of personal safety

Desirable

• Physical Intervention trained.
• CPA competencies.
• MHA training and capacity.
• SystmOne ability to use.
• Appraisal process.
• Knowledge of sickness absence monitoring and how to promote a healthy working team.
• Able to work in challenging and unpredictable environmental conditions alone and with others effectively managing dynamic risks of our individual patient group.
• Physical Intervention in a ward environment
• Care plans and risk assessments

Experience

Essential

• 2 to 3 years' experience in working within a multi- disciplinary setting, ideally healthcare, and willing to work towards Foundation degree..

Desirable

• Ability to engage patients
• Able to support and guide junior staff.
• Previous experience in delivering care to those who have been diagnosed with Mental Health issues.
• Experience in care within an acute mental health service.
• Assistant Practitioner.
• Line Management experience and appraisal.

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).