Job summary
Are you passionate about delivering swift, person-centred care to those in urgent need within the community?
We are seeking an organised and proactive Band 5 Duty Coordinator to join our dedicated Urgent Community Response (UCR) Team. This is a rewarding opportunity to make a meaningful impact by supporting patients who need immediate assistance to remain safely in their homes, preventing unnecessary hospital admissions and facilitating timely hospital discharges.
The UCR team is a multidisciplinary group, including nurses, allied health professionals, social care workers, and administrative staff. As the Duty Coordinator, you will play a crucial role in managing the daily workflow of these team members, ensuring the smooth, efficient operation of the service.
Our team provides a two-hour response for initial community assessments and continues to support patients for up to five days, delivering essential care or enhanced hospital-level support at home through our virtual ward.
Why Join Us?As part of our UCR team, you'll be joining a group of caring, skilled professionals who are dedicated to delivering high-quality, patient-centred care. We offer a supportive work environment, opportunities for career development, and a commitment to work-life balance.
If you are an internal member of staff applying for a secondment opportunity, you should discuss with your line manager before applying. Full details can be found in the secondment policy available on the Trust extranet.
Main duties of the job
Key Responsibilities:
- Serve as the main point of contact within the Urgent Community Response (UCR) team for managing patient referrals, coordinating responses, and ensuring timely support for patients in crisis.
- Triage and prioritise referrals independently or with support as needed based on patient requirements. Assign cases to appropriate healthcare professionals according to urgency and service capacity.
- Actively monitor caseloads and collaborate with multidisciplinary teams to optimise resource allocation and enhance service delivery.
- Maintain accurate and up-to-date records of patient interactions and care plans.
- Communicate effectively with patients, families, and carers, providing compassionate, professional support and addressing any queries or concerns.
- Assist in line management of staff within the UCR team.
- Utilise various NHS IT systems, primarily SystemOne; prior experience is not required, as full training will be provided.
- Demonstrate the ability to work under pressure in a busy, fast-paced environment.
- Remain adaptable and responsive to sudden changes in demand, effectively prioritising competing tasks.
About us
We are proud to provide 'Outstanding' care and be a great place to work
We provide safe, compassionate and high quality care to half a million people living or visiting East Sussex. We are one of the largest organisations in East Sussex, the only integrated provider of acute and community care in Sussex. Our extensive services are provided by 7000 + members of staff working from acute hospitals in Hastings and Eastbourne, three community hospitals in Bexhill, Rye and Uckfield, over 100 community sites and in people's own homes.
In 2020 the Care Quality Commission rated us as 'Good' overall, and 'Outstanding' for being caring and effective. The Conquest Hospital and our Community Services are rated 'Outstanding'. Eastbourne DGH rated 'Good'.
In 2020, the Trust launched its ambitious 'Building for our Future' programme. This once in a lifetime programme aims to repair, redevelop and expand our hospitals, transforming the environment in which we provide care for generations to come.
Job description
Job responsibilities
Please refer to the job description attached.
If you have any questions about this position please do not hesitate to contact us.
Job description
Job responsibilities
Please refer to the job description attached.
If you have any questions about this position please do not hesitate to contact us.
Person Specification
Qualifications
Essential
- Good general education to A Level level including English & Maths GSCE Grade C equivalent or above
- Proven CPD in a relevant health / social care context to diploma level or equivalent level of knowledge and experience
- NVQ3 in Administration / RSA 3 secretarial or equivalent experience
- Recognised IT qualification or evidence of equivalent IT training
Desirable
- Relevant degree and/or clinical professional experience
- Management qualification NVQ 2/3 in care or other relevant discipline
- Risk assessment training /experience
- Diploma level Business / Administration / IT qualification or proven equivalent experience
Experience
Essential
- Substantial administration experience in NHS or similar complex organisation with direct contact with patients
- Experience of working in a Multi-Disciplinary Team
- Substantial experience of computerised record systems and data storage / retrieval / analysis
- Experience of communicating with care services/ clients / patients via telephone
- Experience in prioritising competing demands and planning own work.
- Experience of staff supervision and managing an office
- Experience of complex diary management
Desirable
- Experience of staff recruitment / training / induction and appraisal
- Experience of triaging referrals and identifying appropriate professional to meet the patients' needs
- IT System administration experience
- Use of SystmOne
- Use of Health Roster
- Use of Esearcher
- Experience of supporting service change and developing new processes
Person Specification
Qualifications
Essential
- Good general education to A Level level including English & Maths GSCE Grade C equivalent or above
- Proven CPD in a relevant health / social care context to diploma level or equivalent level of knowledge and experience
- NVQ3 in Administration / RSA 3 secretarial or equivalent experience
- Recognised IT qualification or evidence of equivalent IT training
Desirable
- Relevant degree and/or clinical professional experience
- Management qualification NVQ 2/3 in care or other relevant discipline
- Risk assessment training /experience
- Diploma level Business / Administration / IT qualification or proven equivalent experience
Experience
Essential
- Substantial administration experience in NHS or similar complex organisation with direct contact with patients
- Experience of working in a Multi-Disciplinary Team
- Substantial experience of computerised record systems and data storage / retrieval / analysis
- Experience of communicating with care services/ clients / patients via telephone
- Experience in prioritising competing demands and planning own work.
- Experience of staff supervision and managing an office
- Experience of complex diary management
Desirable
- Experience of staff recruitment / training / induction and appraisal
- Experience of triaging referrals and identifying appropriate professional to meet the patients' needs
- IT System administration experience
- Use of SystmOne
- Use of Health Roster
- Use of Esearcher
- Experience of supporting service change and developing new processes
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional 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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
