Job summary
We are looking for a motivated, dedicated and enthusiastic individual to join our small, friendly team. This role is responsible for researching 999 call records and ambulance crew documentation to provide information for enquiries from internal departments and external agencies including the Metropolitan Police and Coroners Courts.
Main duties of the job
You will provide evidence (patient records, voice recordings, chronology of events) for police investigations, Coroners' Courts and internal investigations.
You will be required to prepare and maintain recordings of 999 calls for use by LAS & Metropolitan Police. You must have experience of working with sensitive and confidential information and the ability to search an extensive range of records in several media formats to investigate enquiries. This will involve using your problem solving and organisational skills.
You will provide research and administrative support within a team environment and will assist in ensuring that call records, patient report forms and other sensitive documents are collated, stored and accessed appropriately in line with NHS and external guidance including the Data Protection Act.
About us
We are a supportive, friendly team of seven. We are based in a central London location but are predominately working remotely. At times you may be expected to attend other London sites.
Working week will be Monday - Friday, predominantly 09.00 - 17.00
Annual Leave starts at 27 days a year
Job description
Job responsibilities
This post is specifically responsible for the following tasks:
- Provide bespoke complex information in response to enquiries from external agencies, which may be used as evidence in criminal proceedings or in Coroners Courts
- Investigate enquiries which involves researching an extensive range of records in several media formats such as electronic records, paperwork, microfilm and Digital Audio Tapes (DAT).
- Follow guidelines controlling access to sensitive and confidential documents in line with NHS and external guidance including the Data Protection Act and patient confidentiality.
- Liaise with Metropolitan Police (MPS) and other external agencies regarding disclosure of information
Update the Command & Control 999 call system with information relating to specific addresses and patients
Job description
Job responsibilities
This post is specifically responsible for the following tasks:
- Provide bespoke complex information in response to enquiries from external agencies, which may be used as evidence in criminal proceedings or in Coroners Courts
- Investigate enquiries which involves researching an extensive range of records in several media formats such as electronic records, paperwork, microfilm and Digital Audio Tapes (DAT).
- Follow guidelines controlling access to sensitive and confidential documents in line with NHS and external guidance including the Data Protection Act and patient confidentiality.
- Liaise with Metropolitan Police (MPS) and other external agencies regarding disclosure of information
Update the Command & Control 999 call system with information relating to specific addresses and patients
Person Specification
Qualifications
Essential
- 'A' Level standard of education or equivalent experience and knowledge of working in a similar environment
Experience
Essential
- Experience in working in a customer focused environment
- Experience of dealing with difficult customers
- Experience of working with sensitive or confidential information
- Experience of applying legislation / company protocols and procedures in a work environment including Data Protection Act, Freedom of Information Act and Caldicott principles
- Experience of dealing with non-routine enquiries, progress chasing, solving problems and meeting deadlines on a multitude of tasks at any one time in a work environment
- Experience of using databases and spreadsheets as an aid for efficient information retrieval
Knowledge and Skills
Essential
- Ability to develop thorough knowledge of operational working procedures to answer complicated enquiries
- Knowledge of Data Protection Act, Caldicott and other legislation applicable to archiving of sensitive and confidential records
- Ability to analyse complex and sometimes conflicting information, with a logical approach
- Ability to interpret, classify, locate and retrieve information using a methodical and systematic approach to work
- Ability to solve problems and make informed recommendations based on detailed information analysis
- Ability to concentrate when carrying out detailed research over sustained periods as a major part of the day
- Ability to manage/organise own workload and plan work according to changing priorities and deadlines
- Ability to make own decisions on how complex issues should be resolved and to consult manager when appropriate
- Ability to use own judgement in order to determine the appropriate level of patient information disclosed in response to enquiries
- Accurate with attention to detail
- Excellent written and oral communication skills
- Excellent interpersonal skills, including ability to negotiate and persuade
- Diplomatic and tactful
- Ability to detach from highly emotional and disturbing subject matters on a daily basis
- Ability to handle confidential information and maintain security
- Ability to promote and deliver a customer focused service
Personal Abilities
Essential
- Adhere to the Trust values and behaviours
- High level of personal motivation with the ability to work independently using own initiative, or as part of a team
- Positive attitude towards learning and development demonstrated by a record of continuing professional development
Person Specification
Qualifications
Essential
- 'A' Level standard of education or equivalent experience and knowledge of working in a similar environment
Experience
Essential
- Experience in working in a customer focused environment
- Experience of dealing with difficult customers
- Experience of working with sensitive or confidential information
- Experience of applying legislation / company protocols and procedures in a work environment including Data Protection Act, Freedom of Information Act and Caldicott principles
- Experience of dealing with non-routine enquiries, progress chasing, solving problems and meeting deadlines on a multitude of tasks at any one time in a work environment
- Experience of using databases and spreadsheets as an aid for efficient information retrieval
Knowledge and Skills
Essential
- Ability to develop thorough knowledge of operational working procedures to answer complicated enquiries
- Knowledge of Data Protection Act, Caldicott and other legislation applicable to archiving of sensitive and confidential records
- Ability to analyse complex and sometimes conflicting information, with a logical approach
- Ability to interpret, classify, locate and retrieve information using a methodical and systematic approach to work
- Ability to solve problems and make informed recommendations based on detailed information analysis
- Ability to concentrate when carrying out detailed research over sustained periods as a major part of the day
- Ability to manage/organise own workload and plan work according to changing priorities and deadlines
- Ability to make own decisions on how complex issues should be resolved and to consult manager when appropriate
- Ability to use own judgement in order to determine the appropriate level of patient information disclosed in response to enquiries
- Accurate with attention to detail
- Excellent written and oral communication skills
- Excellent interpersonal skills, including ability to negotiate and persuade
- Diplomatic and tactful
- Ability to detach from highly emotional and disturbing subject matters on a daily basis
- Ability to handle confidential information and maintain security
- Ability to promote and deliver a customer focused service
Personal Abilities
Essential
- Adhere to the Trust values and behaviours
- High level of personal motivation with the ability to work independently using own initiative, or as part of a team
- Positive attitude towards learning and development demonstrated by a record of continuing professional development
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.
