Job summary
To provide comprehensive administration and secretarial support to the PALS and Complaints team. This will include being a point of contact for the team such as receiving initial enquiries and telephone calls from patients, carers, staff and members of the public.
The successful candidate will be committed to providing excellent customer service, employing sensitivity and impartiality to their work.
The team are looking for someone who is highly motivated, flexible and with excellent organisational skills. They will possess excellent working knowledge of all Microsoft Office systems including Word and Excel and have excellent levels of verbal and written English.
They will need to meet deadlines, collate data and maintain standards relating to administrative processes and be able to work within a team effectively, sharing work streams where appropriate. They will be key in keeping appropriate records on the most up to date templates / systems, electronic filing, sending messages and mail, managing post, booking meetings and taking minutes. They will be able to organise their own work and be accountable for their decisions whilst seeking support as needed.
Main duties of the job
- Liaise with a wide range of stakeholders, both internal to the organisation and external.
- Utilise written and verbal communication skills to connect with a wide range of people, including outside agencies, requiring tact and persuasive skills where there may be barriers to understanding or agreement.
- Provide and receive routine and complicated information, including dealing with enquiries from external stakeholders and the public. This may include sensitive information and information that can cover potentially distressing matters.
- The provision of and updating of PALS and complaints records, collation of information for ongoing cases on Trust electronic systems.
- Exercise judgement when dealing with patient enquiries, escalating issues to the PALS and Complaints Officers and Senior PALS and Complaints Lead as appropriate.
- Supporting the induction of new staff members as required.
- Produce confidential correspondence and reports.
- Maintain efficient and effective electronic filing system and extract information as needed.
- Undertake surveys or audits as necessary to own work. May be asked to contribute to audit and research projects within the service to inform service development and standards.
- Prioritise workload with particular consideration to issues arising and responding to shifting priorities appropriately.
About us
We are AWP (Avon and Wiltshire Mental Health Partnership NHS Trust):a diverse organisation with over 5,000 dedicated staff providing inpatient and community-based mental health care.
We provide services from a range of locations to approximately 1.8 million people living in Bath and North East Somerset (B&NES), Bristol, North Somerset, South Gloucestershire, Swindon, across the county of Wiltshire and in parts of Dorset.
Our outstanding people promote mental health and wellbeing. The expertise and resources within AWP are dedicated to a person-centred approach for those who use our services and for all employees. We recognise that happy and fulfilled employees give better care.
AWP is committed to support and create a positive research and evidence-based environment and culture, which can have a beneficial impact on everyone who works for the organisation and the care we provide to those who use our services.
At AWP we actively encourage applicants from all backgrounds; we are particularly keen to encourage applications from people from Black, Asian and minority ethnic backgrounds, those with disabilities and from the LGBTQ+ community. We want people to bring their unique blend of experiences, backgrounds, perspectives and knowledge to AWP, as diversity makes us stronger.
Job description
Job responsibilities
Liaise with a wide range of stakeholders, both internal to the organisation and external, including:All groups of StaffMultidisciplinary TeamsServices Users, Carers and members of the publicHealth and Social Care teamsClinical Commissioning Group staffThird sector/voluntary agenciesCommunity groups and local authority provisionMembers of ParliamentOther statutory agencies e.g. Police, Ministry of Justice etc.- Utilise written and verbal communication skills to connect with a wide range of people, including outside agencies, requiring tact and persuasive skills where there may be barriers to understanding or agreement.- The arranging and negotiation of various meetings including those with other agency involvement. Negotiating diary conflicts and competing priorities as appropriate.- Exchange verbal and written information with patients, staff and carers relating to progress of cases.- Provide and receive routine and complicated information, including dealing with enquiries from external stakeholders and the public. This may include sensitive information and information that can cover potentially distressing matters.- The provision of and updating of PALS and complaints records, collation of information for ongoing cases.- Work within a multi-disciplinary environment ensuring that communication with appropriate team members is effective.- Facilitating the administration processes for the Team.- To receive and open mail (paper and electronic as necessary) and distribute/dispatch accordingly ensuring appropriate action is taken with high priority items.- To manage both telephone, email and face to face contacts with distressed service users, carers and members of the public in a supportive and empathetic manner.- Exercise judgement when dealing with patient enquiries, escalating issues to the PALS and Complaints Officers and Senior PALS and Complaints Lead as appropriate- Arrange meetings and appointments for members of the team and other bookings as required- Supporting the Team with the Administration of meetings.- Take and distribute formal minutes / meeting notes as necessary.- Input accurate and up to date information into electronic systems.- The post holder will order stationery and other necessary items for the team via the procurement- Supporting the induction of new staff members as required.- Produce confidential correspondence and reports.- Maintain efficient and effective electronic filing system and extract information as needed.- Clerical duties including photocopying and scanning.- Undertake surveys or audits as necessary to own work. May be asked to contribute to audit and research projects within the service to inform service development and standards- Provide cover for colleagues when and where necessary.- Plans own workload to ensure that weekly, monthly, quarterly and annual tasks are met.- Prioritise workload with particular consideration to issues arising and responding to shifting priorities appropriately.General information for all employeesBelow is the section of the Job Description with general information for all employees and the requirements on all employees to behave in accordance with AWP values and to support and comply with Policy and Legislation. Some policies are highlighted and must be read by all employees all AWP policies are available on the intranet to employees or you can ask your manager for the policy. Anyone who has any difficulty understanding these requirements please highlight this to your line manager.
Please see attached job description for further information.
Job description
Job responsibilities
Liaise with a wide range of stakeholders, both internal to the organisation and external, including:All groups of StaffMultidisciplinary TeamsServices Users, Carers and members of the publicHealth and Social Care teamsClinical Commissioning Group staffThird sector/voluntary agenciesCommunity groups and local authority provisionMembers of ParliamentOther statutory agencies e.g. Police, Ministry of Justice etc.- Utilise written and verbal communication skills to connect with a wide range of people, including outside agencies, requiring tact and persuasive skills where there may be barriers to understanding or agreement.- The arranging and negotiation of various meetings including those with other agency involvement. Negotiating diary conflicts and competing priorities as appropriate.- Exchange verbal and written information with patients, staff and carers relating to progress of cases.- Provide and receive routine and complicated information, including dealing with enquiries from external stakeholders and the public. This may include sensitive information and information that can cover potentially distressing matters.- The provision of and updating of PALS and complaints records, collation of information for ongoing cases.- Work within a multi-disciplinary environment ensuring that communication with appropriate team members is effective.- Facilitating the administration processes for the Team.- To receive and open mail (paper and electronic as necessary) and distribute/dispatch accordingly ensuring appropriate action is taken with high priority items.- To manage both telephone, email and face to face contacts with distressed service users, carers and members of the public in a supportive and empathetic manner.- Exercise judgement when dealing with patient enquiries, escalating issues to the PALS and Complaints Officers and Senior PALS and Complaints Lead as appropriate- Arrange meetings and appointments for members of the team and other bookings as required- Supporting the Team with the Administration of meetings.- Take and distribute formal minutes / meeting notes as necessary.- Input accurate and up to date information into electronic systems.- The post holder will order stationery and other necessary items for the team via the procurement- Supporting the induction of new staff members as required.- Produce confidential correspondence and reports.- Maintain efficient and effective electronic filing system and extract information as needed.- Clerical duties including photocopying and scanning.- Undertake surveys or audits as necessary to own work. May be asked to contribute to audit and research projects within the service to inform service development and standards- Provide cover for colleagues when and where necessary.- Plans own workload to ensure that weekly, monthly, quarterly and annual tasks are met.- Prioritise workload with particular consideration to issues arising and responding to shifting priorities appropriately.General information for all employeesBelow is the section of the Job Description with general information for all employees and the requirements on all employees to behave in accordance with AWP values and to support and comply with Policy and Legislation. Some policies are highlighted and must be read by all employees all AWP policies are available on the intranet to employees or you can ask your manager for the policy. Anyone who has any difficulty understanding these requirements please highlight this to your line manager.
Please see attached job description for further information.
Person Specification
Essential
Essential
- RSA 3 Word Processing (or equivalent level of expertise)
- NVQ3/QCF in administration or equivalent level of knowledge and experience
- Knowledge of routine and non-routine administrative procedures acquired through qualification or experience
- Experience of working as part of a team
- Experience of general office routine and filing systems
- Experienced in using all Microsoft packages
- Experienced in using electronic databases
- Excellent communication skills, both verbal and written
- Ability to take and convey clear messages
- Ability to work under some pressure
- Ability to work without direct supervision
- Plan and prioritise own workload
- Advanced typing skills
- Empathy for individuals who have experienced mental health problems and ability to cope with behaviour, which may be challenging at times.
Desirable
- Administration experience in a health/social care setting
Person Specification
Essential
Essential
- RSA 3 Word Processing (or equivalent level of expertise)
- NVQ3/QCF in administration or equivalent level of knowledge and experience
- Knowledge of routine and non-routine administrative procedures acquired through qualification or experience
- Experience of working as part of a team
- Experience of general office routine and filing systems
- Experienced in using all Microsoft packages
- Experienced in using electronic databases
- Excellent communication skills, both verbal and written
- Ability to take and convey clear messages
- Ability to work under some pressure
- Ability to work without direct supervision
- Plan and prioritise own workload
- Advanced typing skills
- Empathy for individuals who have experienced mental health problems and ability to cope with behaviour, which may be challenging at times.
Desirable
- Administration experience in a health/social care setting
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.
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