Job summary
Due to the promotion of the current post holder, we are looking to recruit a well organised administrator with an eye for detail for our Experience Team.
To provide full range of administrative and database support to the Experience Team. The post holder will be responsible for a number of administrative tasks, including database work, telephone enquiries, typing, filing and photocopying.
Main duties of the job
The successful candidate will be responsible for providing administrative support to our Experience Team. They must have experience of data input, be accurate, flexible and be able to work on their own initiative. The post requires proficient IT skills and must be familiar with Microsoft Office applications.
Excellent written and verbal communication skills are essential. The post holder is primarily responsible for entering survey data onto our patient experience dashboard and responding to requests from colleagues for surveys and information about their feedback. The individual will also provide administrative support to the PALS and Complaints function of the team.
We are seeking an individual who is positive, flexible and highly accurate who can work alongside team members to provide high quality and effective administrative support.
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 4000 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 and everything we do.
Job description
Job responsibilities
- Collect, open and scan post for the Experience Team.
- Read incoming Having Your Say (HYS) forms and pass any concerns to Team Leaders and any complaints to PALS and Complaints.
- Input HYS forms, Friends and Family Test (FFT) surveys and other surveys onto the Experience dashboard then file the originals.
- Answer telephone queries and emails from staff about the Experience dashboard and experience queries.
- Provide a point of contact for all teams across the Trust about HYS and the Experience dashboard.
- Assist service users and carers to complete HYS forms over the phone.
- Send out HYS forms and FFT cards when requested by the teams, label surveys and liaise with volunteers.
- Support the Experience Volunteer.
- Keep data/information systems up-to-date and store information correctly and safely.
- Update and maintain filing systems.
- Provide administrative support to the Experience Team.
- Maintain stocks of surveys and update relevant stock takes.
- Check the HYS and compliments inboxes daily and deal with any queries.
- Input compliments into the Experience dashboard.
- Set up accounts for staff members for the Experience dashboard.
- Set up survey QR codes and links for teams on request.
- Set up push reports on request.
- Send complaints evaluation surveys.
- Assist the Experience Coordinator and Experience Lead in creating surveys on the Experience dashboard.
Job description
Job responsibilities
- Collect, open and scan post for the Experience Team.
- Read incoming Having Your Say (HYS) forms and pass any concerns to Team Leaders and any complaints to PALS and Complaints.
- Input HYS forms, Friends and Family Test (FFT) surveys and other surveys onto the Experience dashboard then file the originals.
- Answer telephone queries and emails from staff about the Experience dashboard and experience queries.
- Provide a point of contact for all teams across the Trust about HYS and the Experience dashboard.
- Assist service users and carers to complete HYS forms over the phone.
- Send out HYS forms and FFT cards when requested by the teams, label surveys and liaise with volunteers.
- Support the Experience Volunteer.
- Keep data/information systems up-to-date and store information correctly and safely.
- Update and maintain filing systems.
- Provide administrative support to the Experience Team.
- Maintain stocks of surveys and update relevant stock takes.
- Check the HYS and compliments inboxes daily and deal with any queries.
- Input compliments into the Experience dashboard.
- Set up accounts for staff members for the Experience dashboard.
- Set up survey QR codes and links for teams on request.
- Set up push reports on request.
- Send complaints evaluation surveys.
- Assist the Experience Coordinator and Experience Lead in creating surveys on the Experience dashboard.
Person Specification
Working relationships and Communication
Essential
- To use a range of communication skills to develop effective relationships with managers, teams and colleagues, and communicate accurate information effectively and in a timely fashion
- To use effective verbal, written and electronic communication skills with staff throughout the Trust. To be competent in a range of communication methods including telephone, e-mail, MS Teams, letter and scanner.
Analytical and judgemental
Essential
- The post holder will use their own judgement, where appropriate, to find solutions to requests/needs through the use of analytical and problem solving skills
- To provide database reports from the Experience dashboard.
Planning and Organisation
Essential
- To be able to work independently with minimal supervision.
- To manage and organise own time and work effectively and adhere to deadlines to ensure the smooth running of the overall service.
- Keep data/information systems up-to-date and store information correctly and safely
- To update filing systems.
- To deal with enquiries, exercising initiative with regard to necessary action, using sensitivity and tact, where appropriate
- To ensure concerns received are dealt with quickly.
- To ensure all messages are relayed clearly and accurately, as quickly as possible.
- To handle queries from colleagues and others connected with the service.
Physical skills
Essential
- To be competent in basic keyboard skills to provide accurate correspondence and data inputting
Patient/client care
Essential
- To respond to any service user and carer approaches in an appropriate manner.
Policy and service
Desirable
- To propose changes to working practices for own work area, as required.
Human Resources
Desirable
- To train temporary and new staff in aspects of own job.
- To provide training guidance and support for other team members in areas of own expertise, as required
Information Resources
Essential
- To be a competent user of Microsoft Word Packages: Outlook, Word and Excel.
- To use appropriate software and equipment as required to create a variety of documents to meet the diverse needs of the team.
- To be responsible for inputting data onto a number of data bases and ensure filing systems are kept up to date and accurate
- To be competent in database input using a variety of software.
- To be responsible for the accurate storage, retrieval and archiving of information according to the Data Protection Act 1984 and Freedom of Information Act 2000.
Service Development and Improvement
Desirable
- To make changes in own practices where appropriate and offer suggestions for improvement to the service
Freedom to Act
Desirable
- To use agreed guidelines/procedures and develop knowledge/skills/qualifications as required.
- To participate in yearly appraisals with supervisor/line manager.
Person Specification
Working relationships and Communication
Essential
- To use a range of communication skills to develop effective relationships with managers, teams and colleagues, and communicate accurate information effectively and in a timely fashion
- To use effective verbal, written and electronic communication skills with staff throughout the Trust. To be competent in a range of communication methods including telephone, e-mail, MS Teams, letter and scanner.
Analytical and judgemental
Essential
- The post holder will use their own judgement, where appropriate, to find solutions to requests/needs through the use of analytical and problem solving skills
- To provide database reports from the Experience dashboard.
Planning and Organisation
Essential
- To be able to work independently with minimal supervision.
- To manage and organise own time and work effectively and adhere to deadlines to ensure the smooth running of the overall service.
- Keep data/information systems up-to-date and store information correctly and safely
- To update filing systems.
- To deal with enquiries, exercising initiative with regard to necessary action, using sensitivity and tact, where appropriate
- To ensure concerns received are dealt with quickly.
- To ensure all messages are relayed clearly and accurately, as quickly as possible.
- To handle queries from colleagues and others connected with the service.
Physical skills
Essential
- To be competent in basic keyboard skills to provide accurate correspondence and data inputting
Patient/client care
Essential
- To respond to any service user and carer approaches in an appropriate manner.
Policy and service
Desirable
- To propose changes to working practices for own work area, as required.
Human Resources
Desirable
- To train temporary and new staff in aspects of own job.
- To provide training guidance and support for other team members in areas of own expertise, as required
Information Resources
Essential
- To be a competent user of Microsoft Word Packages: Outlook, Word and Excel.
- To use appropriate software and equipment as required to create a variety of documents to meet the diverse needs of the team.
- To be responsible for inputting data onto a number of data bases and ensure filing systems are kept up to date and accurate
- To be competent in database input using a variety of software.
- To be responsible for the accurate storage, retrieval and archiving of information according to the Data Protection Act 1984 and Freedom of Information Act 2000.
Service Development and Improvement
Desirable
- To make changes in own practices where appropriate and offer suggestions for improvement to the service
Freedom to Act
Desirable
- To use agreed guidelines/procedures and develop knowledge/skills/qualifications as required.
- To participate in yearly appraisals with supervisor/line manager.
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.
Employer details
Employer name
Hertfordshire Partnership University NHS Foundation Trust
Address
The Colonnades, Beaconsfield Road, Hatfield, Hertfordshire. AL10 8YE
Beaconsfield Road
Hatfield
AL10 8YE
Employer's website
https://www.hpft.nhs.uk/careers/ (Opens in a new tab)
