Job summary
The postholder will be responsible for the coordination, supervision, and support of an effective service delivery of Portering staff's duties.
The Senior/Dispatch porter will be required to exercise initiative and judgment to ensure the provision of an efficient, effective service that is supportive to the Ward/Department and courteous and caring to patients, visitors, and all service users.
To be professional and courteous in all working relationships with staff and respect the equality and diversity of each and every person he/she comes into contact within the course of his/her business
Main duties of the job
Supervise staff to maintain and deliver a quality service according to set work schedules and procedures.
Respond to incoming telephone calls with professionalism, clarity, and a courteous manner at all times.
Accurately record and manage tasks in the CARPS system, ensuring all information entered is complete, correct, and up to date.
Undertake daily reviews of work areas ensuring service delivery.
Assess workload schedules, deploy/relocate staff and allocate resources whilst prioritising urgent requests or absences from work.
Issue and monitor all equipment and materials in line with budget limits.
Build and maintain effective relationships with staff, clients, and other departmental supervisors.
Motivate staff through good communication, regular team huddles, and individual contact, progressing and feeding back to the management team on any issues raised, following up, and ensuring actions are taken where appropriate.
Manage the weekly operational staff rotas.
Assist in implementing and overseeing service policies and processes to the agreed standards.
Maintain a visible presence to patients, acting upon comments raised/shared in relation to service delivery, improving patient satisfaction levels, and maintaining high standards within the service.
Assist in the management of an effective complaints process in line with the Trust's guidelines.
About us
Whittington Health serves a richly diverse population and works hard to ensure that all our services are fair and equally accessible to everyone. Nowhere is this more obvious than in the way we look after our staff. We aim to employ a workforce which is as representative as possible of this population, so we are open to the value of differences in age, disability, gender, marital status, pregnancy and maternity, race, sexual orientation, and religion or belief. The Trust believes that as a public sector organisation we have an obligation to have recruitment, training, promotion and other formal employment policies and procedures that are sensitive to these differences. We think that by doing so, we are better able to treat our patients as well as being a better place to work.
Job description
Job responsibilities
Report any accidents or incidents to the line manager.
Responsible for recording, and reporting sickness absence to the line manager
Undertake return-to-work interviews following absences from work.
Able to provide assistance to patients and visitors to the hospitals.
Able to evaluate and determine the appropriate point and means of escalation.
Assist in, organizing and implementing appropriate training for staff in line with personal development plans and divisional business plans.
Maintain all health and safety training to compliant levels.
Ensure staff comply with health and safety regulations.
The Senior/Dispatcher porter will be required to identify and respond to user needs and to solve problems/complaints as and when they arise or escalate as necessary to line management.
To provide the Service Manager with regular staff updates and reports when requested, in a timely manner.
Assist in the completion and implementation of work schedules and procedures as and when required.
The post holder will ensure the proper use of the Trusts resources such as stationery, telephone usage, photocopying, and other consumables during business, ensuring minimal waste and minimal cost.
To maintain the confidentiality of the Trust in respect of patient and staff information obtained at all times, and use such information only as authorized for specific purposes. Report any concerns about the use of such information to the senior manager.
The post-holder is responsible for taking reasonable care of himself/herself as well as for any colleagues, patients or visitors who might be affected by any act or failure to act by the post-holder in accordance with the Trusts policies on Health and Safety at Work.
The post holder may be required to work in another department within the Trust at short notice to cover unplanned sickness or to cover planned sickness or annual leave in other departments.
Staff Development, Training and Education
The post holder will be required to undertake mandatory training and is responsible for keeping this training up to date
The post holder will have an appraisal of performance each year and will be responsible for agreeing on a development plan in agreement with their manager or immediate supervisor. The development plan will be reviewed each year
The Trust will provide assistance and agreed development to enable the post holder to achieve their objectives and standards in line with the development plan
If the post holder feels he/she is not achieving their objective as agreed in the development plan they will bring it to the attention of their supervisor or manager at the earliest opportunity
Job description
Job responsibilities
Report any accidents or incidents to the line manager.
Responsible for recording, and reporting sickness absence to the line manager
Undertake return-to-work interviews following absences from work.
Able to provide assistance to patients and visitors to the hospitals.
Able to evaluate and determine the appropriate point and means of escalation.
Assist in, organizing and implementing appropriate training for staff in line with personal development plans and divisional business plans.
Maintain all health and safety training to compliant levels.
Ensure staff comply with health and safety regulations.
The Senior/Dispatcher porter will be required to identify and respond to user needs and to solve problems/complaints as and when they arise or escalate as necessary to line management.
To provide the Service Manager with regular staff updates and reports when requested, in a timely manner.
Assist in the completion and implementation of work schedules and procedures as and when required.
The post holder will ensure the proper use of the Trusts resources such as stationery, telephone usage, photocopying, and other consumables during business, ensuring minimal waste and minimal cost.
To maintain the confidentiality of the Trust in respect of patient and staff information obtained at all times, and use such information only as authorized for specific purposes. Report any concerns about the use of such information to the senior manager.
The post-holder is responsible for taking reasonable care of himself/herself as well as for any colleagues, patients or visitors who might be affected by any act or failure to act by the post-holder in accordance with the Trusts policies on Health and Safety at Work.
The post holder may be required to work in another department within the Trust at short notice to cover unplanned sickness or to cover planned sickness or annual leave in other departments.
Staff Development, Training and Education
The post holder will be required to undertake mandatory training and is responsible for keeping this training up to date
The post holder will have an appraisal of performance each year and will be responsible for agreeing on a development plan in agreement with their manager or immediate supervisor. The development plan will be reviewed each year
The Trust will provide assistance and agreed development to enable the post holder to achieve their objectives and standards in line with the development plan
If the post holder feels he/she is not achieving their objective as agreed in the development plan they will bring it to the attention of their supervisor or manager at the earliest opportunity
Person Specification
Education / Qualifications
Essential
- Good level education or equivalent professional experience
Desirable
- IOSH - Supervising Safely
Skills & Abilities
Essential
- Ability to motivate and involve individuals and understand performance expectations
- Develop and maintain positive working relationships
- Maintain a safe working environment for self and others
- Ability to manage own time and meet deadlines
- Ability to problem solve
- Willingness to demonstrate a hands on approach to tasks or supporting others
- Competent IT skills including Word, Excel, PowerPoint and Outlook
Knowledge & Experience
Essential
- Experience of managing sickness absence, grievances, Disciplinary and capability cases
- Operational knowledge of Health & Safety at work legislation
- Experience of dealing with challenging behaviour
- Good interpersonal and communication skills
- Good time management skills including ability to work to set deadlines.
- Ability to work well as part of the team across the site.
- Ability to work flexibly, quickly and accurately.
- Previous Supervisory experience
Person Specification
Education / Qualifications
Essential
- Good level education or equivalent professional experience
Desirable
- IOSH - Supervising Safely
Skills & Abilities
Essential
- Ability to motivate and involve individuals and understand performance expectations
- Develop and maintain positive working relationships
- Maintain a safe working environment for self and others
- Ability to manage own time and meet deadlines
- Ability to problem solve
- Willingness to demonstrate a hands on approach to tasks or supporting others
- Competent IT skills including Word, Excel, PowerPoint and Outlook
Knowledge & Experience
Essential
- Experience of managing sickness absence, grievances, Disciplinary and capability cases
- Operational knowledge of Health & Safety at work legislation
- Experience of dealing with challenging behaviour
- Good interpersonal and communication skills
- Good time management skills including ability to work to set deadlines.
- Ability to work well as part of the team across the site.
- Ability to work flexibly, quickly and accurately.
- Previous Supervisory experience
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.
