Job summary
If you are a dynamic, forward thinking individual who likes working in a fast-paced environment with the needs of the children and young people of Lincolnshire at the heart of everything we do then this could be the role for you.
You will be the first point of contact for calls to the Here4You line and referrals into Children and Young People's Services for Lincolnshire. We are looking for someone who can multi-task with a can-do attitude and good customer service skills.
This is a really exciting opportunity to join a developing service. The CYP Access Team "went live" in January 2022, it was initially a 12-month project but quickly established itself as a "must have" service. Despite individual members of the team being based across the entire county of Lincolnshire we are a very cohesive, supportive team. You must have the ability to travel within Lincolnshire for training days, development days and other reasons such as equipment updates.
Main duties of the job
Answering calls to the Here4You line from parents/carers, young people and professionals and the subsequent administration of these calls.
- Processing referrals using our clinical systems.
- General administration.
- Data input.
- Maintaining high standards of customer service to ensure positive outcomes.
- Working collaboratively with the wider team and CYP Services.
About us
Lincolnshire Partnership NHS Foundation Trust provides mental health services and a number of learning disability, autism and social care services in the county of Lincolnshire. Employing around 2,800 staff, and serving a population of over 766,000, our people lie at the heart of everything we do.
You could be part of a Trust rated by staff as one of the best mental health and learning disability trusts in England, in an area heralded as a fantastic place to live and work. We firmly believe the key to high quality care is a contented workforce. This is reflected in our Care Quality Commission rating of 'outstanding' for well-led and 'good' overall. In the most recent National NHS Staff Survey, our staff rated us as the number one trust nationally for staff morale and one of the top scoring NHS Trusts in the Midlands for being compassionate and inclusive. We're really proud of this!
We are also leading the way in transforming care, with multi-million-pound transformation of patient environments and radical redesign of community services.
This is the time to join and help redesign our services of the future. We offer options for flexible working and provide a wide range of training and promotion opportunities in all professions. We support and celebrate diversity, have active staff networks groups and are always looking at what more we can do to support our staff.
Job description
Job responsibilities
Call taking
- To be the first point of contact for all Here4You calls and referrals into CYP Services.
- To establish the nature of the contact and identify the most appropriate assistance required, following Here4You pathways.
- Managing, at times, distressing calls/callers with empathy and understanding.
- Being aware of professional limitations, and where appropriate diverting calls to Here4You Access Team Practitioners.
- Gathering accurate, timely data regarding the young person and caller as relevant to the service required.
- Gathering feedback from young people, parents/carers and other professionals.
Administration
- Proficient use of the clinical system to upload documents, locate and amend demographic information and processing of referrals.
- Ensuring accurate and appropriate information is recorded within the young persons clinical notes.
- Supporting at times with writing letters to professionals, young people and parents/carers regarding outcomes.
- Performing routine office procedures including typing of reports, letters and other documents, opening and distributing correspondence, dealing with outgoing post, photocopying, filing and scanning in accordance with current trust procedures, keeping notes confidential and arrange to shred at a base in a timely manner.
- Covering meeting minute taking in the absence of the Lead Administrator where necessary.
Team working
- Attending monthly management supervision to review performance and objectives.
- Attendance at team meetings and away days where necessary.
- Active contribution to productivity targets and outcomes.
- Working from a base when necessary to support colleagues, attend meetings, or due to equipment/IT failure.
Job description
Job responsibilities
Call taking
- To be the first point of contact for all Here4You calls and referrals into CYP Services.
- To establish the nature of the contact and identify the most appropriate assistance required, following Here4You pathways.
- Managing, at times, distressing calls/callers with empathy and understanding.
- Being aware of professional limitations, and where appropriate diverting calls to Here4You Access Team Practitioners.
- Gathering accurate, timely data regarding the young person and caller as relevant to the service required.
- Gathering feedback from young people, parents/carers and other professionals.
Administration
- Proficient use of the clinical system to upload documents, locate and amend demographic information and processing of referrals.
- Ensuring accurate and appropriate information is recorded within the young persons clinical notes.
- Supporting at times with writing letters to professionals, young people and parents/carers regarding outcomes.
- Performing routine office procedures including typing of reports, letters and other documents, opening and distributing correspondence, dealing with outgoing post, photocopying, filing and scanning in accordance with current trust procedures, keeping notes confidential and arrange to shred at a base in a timely manner.
- Covering meeting minute taking in the absence of the Lead Administrator where necessary.
Team working
- Attending monthly management supervision to review performance and objectives.
- Attendance at team meetings and away days where necessary.
- Active contribution to productivity targets and outcomes.
- Working from a base when necessary to support colleagues, attend meetings, or due to equipment/IT failure.
Person Specification
Qualifications
Essential
- NVQ level 3 qualification or equivalent in a health/social care or administration related subject
Desirable
- Customer service training
Experience
Essential
- Experience of using Microsoft Office, particularly Word/Excel/electronic diary management
- Communicating with people on all levels
- Experience of working in a customer service role
Desirable
- Experience of working in a health care setting
- Experience working with Microsoft Teams
Skills
Essential
- Excellent listening and questioning skills.
- Ability to demonstrate empathy and understanding when supporting young people, parents, carers and professionals on a call, occasionally during times of distress.
- Excellent telephone skills.
- Excellent and accurate data inputting skills.
- Articulate/numerate.
Qualifications
Essential
- GCSE English or equivalent qualification
Person Specification
Qualifications
Essential
- NVQ level 3 qualification or equivalent in a health/social care or administration related subject
Desirable
- Customer service training
Experience
Essential
- Experience of using Microsoft Office, particularly Word/Excel/electronic diary management
- Communicating with people on all levels
- Experience of working in a customer service role
Desirable
- Experience of working in a health care setting
- Experience working with Microsoft Teams
Skills
Essential
- Excellent listening and questioning skills.
- Ability to demonstrate empathy and understanding when supporting young people, parents, carers and professionals on a call, occasionally during times of distress.
- Excellent telephone skills.
- Excellent and accurate data inputting skills.
- Articulate/numerate.
Qualifications
Essential
- GCSE English or equivalent qualification
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.
