Job summary
We are delighted to be recruiting to this new Admin Management post which will be supporting our Child and Adolescent Mental Health Services Leadership Team in Hertfordshire. This is an interesting and varied role, for someone who wishes to develop their administrative career with opportunities to lead on interesting projects as the service expands, whilst also supporting our CAMHS teams throughout our transformation.
This is a key post and will provide support to the CAMHS Leadership Team to develop and improve admin services. The post holder will be responsible for the line management of the admin staff and will need to demonstrate sound judgement to resolve sensitive and at times complex problems. The post holder will also be expected to work autonomously, demonstrating their initiative in the delivery of services. An effective team player will be a pre-requisite to this very busy post, working closely with the CAMHS Manager and Service Line Leadership. Excellent interpersonal skills and the ability to consult with senior personnel within HPFT are crucial to this post.
The successful candidate will also be required to maintain positive relationships with a broad range of internal and external departments. Experience and knowledge of a range of procedures and computerised software such as Paris, Spike, Discovery training system, EROSTER, P2P procurement and an understanding of clinical services, would be an advantage.
Main duties of the job
To provide operational and administrative support to the CAMHS Leadership Team.
The post holder will be required to work in a busy and demanding environment and should be able to work without direct supervision and to exercise initiative. The ability to multi-task is also essential.
The post requires the ability to work on own initiative and to liaise effectively with a broad range of professions and to maintain client confidentiality.
About us
Hertfordshire Partnership University NHS Foundation Trust (HPFT) is an outstanding organisation with ambitions to match. We are one of just five mental health trusts to achieve an overall rating of 'Outstanding' from theCare Quality Commission, and our aim is to be the leading provider of mental health and specialist learning disability services in the country.
Our family of over 3500 members of staff provide health and social care for over 400,000 people with mental ill health, physical ill health and learning disabilities across Hertfordshire, Buckinghamshire, and Norfolk, delivering these services within the community and several inpatient settings. We also deliver a range of nationally commissioned specialist services including Tier 4 services for children and young people, perinatal services, plus medium and low secure learning disabilities services.
The care we provide makes a fantastic difference to the lives of our service users, their families and carers - everything is underpinned by choice, independence and equality, with our Trust values embedded throughout:
Our Trust values are:
Welcoming. Kind. Positive. Respectful. Professional.
These values are at the core of who we are, everything we do, and how we do it!
Would you like to be part of the HPFT family? Would you like work with us to ensure our service users live the fullest lives possible they can? Would you like to be supported in your career to be the best that you can be?
Then please read on..."
Job description
Job responsibilities
Introduction
HPFT Child and Adolescent Mental Health Service (CAMHS) provides community-based services for children and young people with mental health problems across Hertfordshire. The services are made up of various multi-disciplinary services including; Generic quadrants, Crisis Liaison and Assessment, Paediatric Liaison, DBT Team, Eating Disorders, Targeted / Children Looked After, Forensic Adolescent Team, Cherry Tree Cottage, Primary Care MH (ARRS/Reach) Team, ADHD, Mental Health Schools Teams and Forest House Adolescent Unit (FHAU).
At CAMHS we work with children and young people up to the age of 18 with their families/carers. We are committed to working in partnership with service users, their families & their social networks to provide treatment to young people suffering from mental health disorders including Depression, Psychosis, Eating Disorders, Self-Harm and Emotional Problems.
Our clinical teams rely on efficient administration systems and processes. This includes accurate data collection, reporting and efficient electronic administrative systems management.
Duties and Responsibilities:
Administrative
- To provide a comprehensive administrative service, including processing all reports, correspondence & documentation, legal reports and reports relating to child protection work, referrals, and administrative letters, arranging appointments, booking rooms.
- Attend team meetings, preparing agendas, updating electronic system (Paris), minute taking, and undertaking any admin actions arising from the meeting.
- Producing minutes and actions following team meetings in a timely and efficient manner
- To take & relay clear messages accurately and in timely manner.
- To ensure all administrative systems are managed electronically on the appropriate system where possible.
- To provide clerical support including opening and closure of case records
- Project support and IT / website support
- To arrange interviews and other management / HR meetings and provide assistance
- To ensure an adequate supply of all office items including stationery supplies, information leaflets, etc. available for colleagues & service users
- To identify and rectify any data quality issues
- To undertake general office duties including photocopying, laminating, etc.
- Diary management for SLT members, checking availability and rooms, arranging meetings
- To diarise deadlines in SLT diaries (complaints, reports, presentations etc) to support with timely response.
- To provide administrative support for presentations including setting up of equipment, providing handouts etc
- To ensure regular maintenance of non-clinical equipment within the team, ensuring that equipment is reported for repair as necessary & that the office is kept clean and tidy at all times.
- To alert professionals/line manager of possible emergency or urgent referrals and to keep staff up to date regarding changes of arrangements, messages, emails or other correspondence.
- To ensure reception cover & post management
Communication
- To use a range of communication skills to develop effective relationships with managers, teams and colleagues; facilitating effective and timely communication in line with the Trusts values.
- To exchange confidential, sensitive information with staff, service users and carers, in person or on the telephone. The unpredictability of service users means that persuasive, re-assuring, empathic, counselling skills are required at all times.
- To use developed communication skills with service users who may have difficulty understanding, and at times to give disappointing information to service users e.g. cancelling appointments
- To be experienced with a range of communication methods including telephone, e-mail and scanner.
- On occasion provide cover for reception, as required.
- To demonstrate the ability to work well within a team, prioritise and manage own workload and display initiative whilst maintaining a positive, professional and calm approach when communicating with colleagues. To maintain office systems & ensure information relating to service users is accessible to relevant staff, always ensuring confidentiality
- To take and relay clear messages. This includes handling queries from other professionals and obtaining information to enable these to be dealt with as effectively and speedily as possible
- To deal sensitively with service users and their parents/carers who may be distressed. To exercise judgment when dealing with inquiries and resolve patient problems by providing information and advice regarding appointments or the service as appropriate, or by passing on to the appropriate team member.
Information
- To present basic service data
- To support with the submission of KPI to required timescales service requirements.
- To work with other admin staff to ensure data is correct & complete
IT management
- Management of eroster
- To use the electronic case management system (Paris) to input data accurately & in a timely manner
- Assisting staff to use the electronic case management system effectively
- To ensure efficient collection, input & recording of case management data
- To train and oversee admin staff on the data recording requirements so that information provided in a professional & timely manner
- To undertake the in-putting of activity data on to the appropriate database, & to assist in the collation of statistical information for the purpose of contract & quality monitoring
- To troubleshoot any problems & escalate issues/refer on as appropriate, e.g. to system provider/IT
General
- To maintain confidentiality
- To be flexible in working from HPFT bases in accordance with service needs.
- To supervise, line manage and support B4 and B3 admin staff in accordance with policy
- To assist visitors, on site contractors and volunteers
- To support environmental checks / security / IT / business continuity
- Work in accordance with the appropriate HPFT policy and procedure at all times.
- Work flexibly across sites as required
- Work flexibly within an agreed number of hours of work to maintain the most appropriate level of service provision
- Seek to improve personal performance, contribution, knowledge & skill
- Participate in appraisal, training & supervision processes
- Keep up-to-date with developments in services, legislation & practice relevant to the relevant client group
- Contribute to maintaining safe systems of work & a safe environment
- To liaise with Estates & Facilities regarding facilities used by the service
- To report to line manager any issues that are of concern relating to health & safety of the building
- To communicate effectively, sensitively & tactfully with clients & their parents/carers in person, or on the telephone
- To deal sensitively with service users or their carers/relatives who may be distressed.
- To exercise judgment when dealing with inquiries & resolve patient problems by providing information & advice regarding appointments or the service as appropriate, or by passing on to the appropriate team member
- To have excellent verbal, written & communication skills
- To assist in the induction of new staff to appropriate administration systems
- To have the ability to remain calm & sensitive in difficult & stressful situations
- To support service users and their families as relevant to this role.
- Undertake other duties appropriate to the level of the post and service requirements.
- This role interfaces with all CAMHS teams, and the post holder may be required to support across the service.
Clinical Responsibility
The post holder will be expected to give non-clinical advice to service users, their relatives or carers either by telephone or face to face, which may arise when dealing with first line complaints.
- The post holder will be expected to diffuse situations arising between service users and members of the admin team.
Leadership and Staff Management Responsibility
The post holder at the outset line manager the admin staff which will include supervision, appraisals and mandatory training.
- Responsibility for equality of systems throughout the quadrant
- To undertake local inductions for admin staff
- To assist with recruitment of administrative staff, to provide advice and support to interview panels, advising on appropriate assessment processes.
- To ensure there are systems and processes in place for the handover and maintenance of confidential personnel files for administrative staff
Financial Responsibility
To manage a delegated budget.
- Authorise purchases. Ensure that equipment orders are compliant with Health and Safety, COSH and Fire Regulations.
- Advise on equipment required for administrative staff to undertake their work
Service Development and Improvement
The post holder will be expected to follow the Trusts policies, and may at times help in the rewriting of such policies that have a direct impact on administrative staff.
- The post holder will ensure that local policies are in place to deal with the induction of new staff to the unit and that bank and agency staff are aware of relevant policies and are adequately supervised.
- The post holder will constantly revaluate and review Administration posts in accordance with service needs.
Communications
- To manage constructively any barriers to communication.
- To communicate with the admin team and service line managers on work-related/personal issues, including performance management and disciplinary matters ensuring that the integration to operational management line management arrangements is well understood and communicated.
Job description
Job responsibilities
Introduction
HPFT Child and Adolescent Mental Health Service (CAMHS) provides community-based services for children and young people with mental health problems across Hertfordshire. The services are made up of various multi-disciplinary services including; Generic quadrants, Crisis Liaison and Assessment, Paediatric Liaison, DBT Team, Eating Disorders, Targeted / Children Looked After, Forensic Adolescent Team, Cherry Tree Cottage, Primary Care MH (ARRS/Reach) Team, ADHD, Mental Health Schools Teams and Forest House Adolescent Unit (FHAU).
At CAMHS we work with children and young people up to the age of 18 with their families/carers. We are committed to working in partnership with service users, their families & their social networks to provide treatment to young people suffering from mental health disorders including Depression, Psychosis, Eating Disorders, Self-Harm and Emotional Problems.
Our clinical teams rely on efficient administration systems and processes. This includes accurate data collection, reporting and efficient electronic administrative systems management.
Duties and Responsibilities:
Administrative
- To provide a comprehensive administrative service, including processing all reports, correspondence & documentation, legal reports and reports relating to child protection work, referrals, and administrative letters, arranging appointments, booking rooms.
- Attend team meetings, preparing agendas, updating electronic system (Paris), minute taking, and undertaking any admin actions arising from the meeting.
- Producing minutes and actions following team meetings in a timely and efficient manner
- To take & relay clear messages accurately and in timely manner.
- To ensure all administrative systems are managed electronically on the appropriate system where possible.
- To provide clerical support including opening and closure of case records
- Project support and IT / website support
- To arrange interviews and other management / HR meetings and provide assistance
- To ensure an adequate supply of all office items including stationery supplies, information leaflets, etc. available for colleagues & service users
- To identify and rectify any data quality issues
- To undertake general office duties including photocopying, laminating, etc.
- Diary management for SLT members, checking availability and rooms, arranging meetings
- To diarise deadlines in SLT diaries (complaints, reports, presentations etc) to support with timely response.
- To provide administrative support for presentations including setting up of equipment, providing handouts etc
- To ensure regular maintenance of non-clinical equipment within the team, ensuring that equipment is reported for repair as necessary & that the office is kept clean and tidy at all times.
- To alert professionals/line manager of possible emergency or urgent referrals and to keep staff up to date regarding changes of arrangements, messages, emails or other correspondence.
- To ensure reception cover & post management
Communication
- To use a range of communication skills to develop effective relationships with managers, teams and colleagues; facilitating effective and timely communication in line with the Trusts values.
- To exchange confidential, sensitive information with staff, service users and carers, in person or on the telephone. The unpredictability of service users means that persuasive, re-assuring, empathic, counselling skills are required at all times.
- To use developed communication skills with service users who may have difficulty understanding, and at times to give disappointing information to service users e.g. cancelling appointments
- To be experienced with a range of communication methods including telephone, e-mail and scanner.
- On occasion provide cover for reception, as required.
- To demonstrate the ability to work well within a team, prioritise and manage own workload and display initiative whilst maintaining a positive, professional and calm approach when communicating with colleagues. To maintain office systems & ensure information relating to service users is accessible to relevant staff, always ensuring confidentiality
- To take and relay clear messages. This includes handling queries from other professionals and obtaining information to enable these to be dealt with as effectively and speedily as possible
- To deal sensitively with service users and their parents/carers who may be distressed. To exercise judgment when dealing with inquiries and resolve patient problems by providing information and advice regarding appointments or the service as appropriate, or by passing on to the appropriate team member.
Information
- To present basic service data
- To support with the submission of KPI to required timescales service requirements.
- To work with other admin staff to ensure data is correct & complete
IT management
- Management of eroster
- To use the electronic case management system (Paris) to input data accurately & in a timely manner
- Assisting staff to use the electronic case management system effectively
- To ensure efficient collection, input & recording of case management data
- To train and oversee admin staff on the data recording requirements so that information provided in a professional & timely manner
- To undertake the in-putting of activity data on to the appropriate database, & to assist in the collation of statistical information for the purpose of contract & quality monitoring
- To troubleshoot any problems & escalate issues/refer on as appropriate, e.g. to system provider/IT
General
- To maintain confidentiality
- To be flexible in working from HPFT bases in accordance with service needs.
- To supervise, line manage and support B4 and B3 admin staff in accordance with policy
- To assist visitors, on site contractors and volunteers
- To support environmental checks / security / IT / business continuity
- Work in accordance with the appropriate HPFT policy and procedure at all times.
- Work flexibly across sites as required
- Work flexibly within an agreed number of hours of work to maintain the most appropriate level of service provision
- Seek to improve personal performance, contribution, knowledge & skill
- Participate in appraisal, training & supervision processes
- Keep up-to-date with developments in services, legislation & practice relevant to the relevant client group
- Contribute to maintaining safe systems of work & a safe environment
- To liaise with Estates & Facilities regarding facilities used by the service
- To report to line manager any issues that are of concern relating to health & safety of the building
- To communicate effectively, sensitively & tactfully with clients & their parents/carers in person, or on the telephone
- To deal sensitively with service users or their carers/relatives who may be distressed.
- To exercise judgment when dealing with inquiries & resolve patient problems by providing information & advice regarding appointments or the service as appropriate, or by passing on to the appropriate team member
- To have excellent verbal, written & communication skills
- To assist in the induction of new staff to appropriate administration systems
- To have the ability to remain calm & sensitive in difficult & stressful situations
- To support service users and their families as relevant to this role.
- Undertake other duties appropriate to the level of the post and service requirements.
- This role interfaces with all CAMHS teams, and the post holder may be required to support across the service.
Clinical Responsibility
The post holder will be expected to give non-clinical advice to service users, their relatives or carers either by telephone or face to face, which may arise when dealing with first line complaints.
- The post holder will be expected to diffuse situations arising between service users and members of the admin team.
Leadership and Staff Management Responsibility
The post holder at the outset line manager the admin staff which will include supervision, appraisals and mandatory training.
- Responsibility for equality of systems throughout the quadrant
- To undertake local inductions for admin staff
- To assist with recruitment of administrative staff, to provide advice and support to interview panels, advising on appropriate assessment processes.
- To ensure there are systems and processes in place for the handover and maintenance of confidential personnel files for administrative staff
Financial Responsibility
To manage a delegated budget.
- Authorise purchases. Ensure that equipment orders are compliant with Health and Safety, COSH and Fire Regulations.
- Advise on equipment required for administrative staff to undertake their work
Service Development and Improvement
The post holder will be expected to follow the Trusts policies, and may at times help in the rewriting of such policies that have a direct impact on administrative staff.
- The post holder will ensure that local policies are in place to deal with the induction of new staff to the unit and that bank and agency staff are aware of relevant policies and are adequately supervised.
- The post holder will constantly revaluate and review Administration posts in accordance with service needs.
Communications
- To manage constructively any barriers to communication.
- To communicate with the admin team and service line managers on work-related/personal issues, including performance management and disciplinary matters ensuring that the integration to operational management line management arrangements is well understood and communicated.
Person Specification
Qualifications
Essential
- Advanced IT skills
- A broad knowledge of all aspects of administration
Desirable
- Degree or equivalent experience.
- Programme or project management training/experience
- Electronic patient records training/experience
Experience
Essential
- At least 2 years' experience of working in an office environment at a senior level.
- Experience of people management
Desirable
- Project / programme management
- Electronic patient records experience
- Performance data experience
Skills
Essential
- Ability to lead effectively and work as part of a team.
- Organisational skills and the ability to work effectively within a management structure.
- Ability to communicate and negotiate with staff and professionals at all levels, both verbally and in written form.
- High levels of numeracy and literacy. Advanced IT skills at a level to provide training and advice to staff. Knowledge and awareness of specific practices (relating to the post)
- An In-depth understanding of the systems and processes within an NHS organisation and operational needs within the services for which the post holder is responsible.
- Ability to manage a complex and varied workload and to find quick solutions to difficult problems.
- Ability to deal with crises and an unpredictable workload.
- Good working knowledge of Health and Safety and Risk Management requirements.
- Good interpersonal skills when dealing with highly sensitive or complex information.
Person Specification
Qualifications
Essential
- Advanced IT skills
- A broad knowledge of all aspects of administration
Desirable
- Degree or equivalent experience.
- Programme or project management training/experience
- Electronic patient records training/experience
Experience
Essential
- At least 2 years' experience of working in an office environment at a senior level.
- Experience of people management
Desirable
- Project / programme management
- Electronic patient records experience
- Performance data experience
Skills
Essential
- Ability to lead effectively and work as part of a team.
- Organisational skills and the ability to work effectively within a management structure.
- Ability to communicate and negotiate with staff and professionals at all levels, both verbally and in written form.
- High levels of numeracy and literacy. Advanced IT skills at a level to provide training and advice to staff. Knowledge and awareness of specific practices (relating to the post)
- An In-depth understanding of the systems and processes within an NHS organisation and operational needs within the services for which the post holder is responsible.
- Ability to manage a complex and varied workload and to find quick solutions to difficult problems.
- Ability to deal with crises and an unpredictable workload.
- Good working knowledge of Health and Safety and Risk Management requirements.
- Good interpersonal skills when dealing with highly sensitive or complex information.
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.
