Incident Management Support Officer

Job responsibilities

JOB SUMMARY

This job description is an outline of the main duties of the post. The postholder will be required to undertake other duties commensurate with the grade as directed.

The content of this post will be reviewed in consultation with the postholder when necessary and in line with the service developments.

The post holder will work as a member of the Patient Safety Support Team and will support the team manager in implementing the Trusts Incident Management policies and procedures. The post holder will have a key role in ensuring that the systems and processes for incident reporting, incident management and safety alerts are maintained and accurate information is available to meet the internal and external reporting requirements. This will include maintaining the Trusts Risk Management database (DATIX) and its web based function, (Datixweb).

KEY RESULT AREAS:

Support the team manager in the implementation of the trusts incident management policies and procedures, ensuring the processes for reporting and managing incidents and near misses, including serious incidents are followed.

Support the team manager in the management of the trusts Datixweb safety alerts system by taking responsibility for maintaining the system.

Ensure the trusts risk management database (DATIX) is maintained and act as the Datix system administrator in support of the team manager. This will include making amendments to system wide functions and coding when necessary.

Ensure that appropriate access to Datix is maintained across the Trust. This will include ensuring that the system for issuing and controlling passwords and appropriate access levels for each user in the Trust is working effectively, and meets the relevant confidentiality requirements.

Deliver training on reporting and managing incidents on Datix to new and existing users. In some areas this will also include training in extracting data from the system.

Provide ongoing troubleshooting, telephone advice for users on Datix, and ensure that any issues arising are resolved promptly. Ensure issues that cannot be resolved by the team are logged promptly with the system provider and/or Trust IT support as necessary.

Carry out regular audits of incident data quality to ensure that any issues are identified promptly and that the necessary action is taken to improve recording.

Ensure that relevant data on specific incidents is provided to the external agencies (eg National Patient Safety Agency) in a timely manner through a process of uploading files electronically.

Produce reports by extracting information from Datix for internal and external reporting purposes, including some basic analysis. This will include regular statistics and management reports for senior managers and Trust meetings. These reports will be required as evidence for internal and external scrutiny processes.

Provide weekly summaries of serious incidents to support senior managers in reviewing current risks in the organisation.

To provide accurate information through a variety of research methods and collate the evidence into an appropriate response for more detailed reports and projects.

The post holder will be required to work with and provide advice for service managers across the Trust on incident management processes to promote organisational learning. This will be through informal training sessions.

Implement, update and maintain administrative systems for the management of incident information, including Serious Incidents and lessons learnt.

Support Trust managers in the processes around investigating incidents using the principles of Root Cause Analysis to learn lessons when things go wrong.

Liaise with colleagues in other agencies, such as the Clinical Commissioning Groups, Clinical Support Units and NHS England as appropriate.

Support the development and maintenance of a portfolio of evidence to support the Trusts continuous achievement of external assessments.

Provide support to the Team Manager (Incident Management) in the delivery of any commissioned training, to include the Trust staff induction programme. This may include being actively involved in presenting information and facilitating training events.

Assist the development of initiatives and share good practice with regard to all aspects of incident management.

Support the development and review of policies and procedures in support of incident management.

Liaising and negotiating with staff at all levels in the organisation. This will include individual staff in teams, through to senior managers and directors.

Attendance at meetings on behalf of the Team Manager to communicate and at times present information.

Trust Values:

The Trust is committed to ensuring the highest standards of care and treatment and expects that all staff treat people e.g, service users, their carers, relatives, friends, colleagues, visitors etc, with dignity and respectat all time. The post holder must all time act in accordance with the Trusts Values:

Honest, open, transparent

Respectful

Person first and in the centre

Improve and be outstanding

Relevant today, ready for tomorrow

Families and carers matter

For full time description please see the attached in 'Supporting Information'.

Experience

Essential

• Substantial experience of administrative processes and systems management
• Experience of using databases
• Handling telephone queries and/or direct contact with colleagues in a problem-solving capacity
• Basic understanding of incident management processes
• Some experience of basic report writing
• Presentation skills
• Basic analysis skills
• Use of spreadsheets and graph production

Desirable

• Experience of working in a mental health or community setting
• Experience of working within the NHS
• Engaging in meeting/discussion processes
• Information analysis and highter level report writing
• Experience of delivering presentations

Qualifications

Essential

• Educated to Diploma level or equivalent relevant experience

PERSONAL ATTRIBUTES

Essential

• Able to work independently but also as a member of a team
• Able to engage in meeting processes with a range of staff
• Time management skills
• Be assertive
• Able to work under pressure
• Ability to work flexibly
• Ability to work regularly across all trust sites
• A Current driving licence and access to a car during the working day is essential (reasonable adjustments will be considered for any applicants who are unable to drive due to a disability)

TRAINING

Essential

• Computer literate with excellent keyboard skills
• Experience of using range of Microsoft Office packages, including Excel, Word and Outlook

Desirable

• Experience of using Datix, the Trusts risk management system

SPECIAL KNOWLEDGE/SKILLS

Essential

• Good interpersonal and communication skills
• Ability to communicate with people at all levels in an organisation
• Ability to relate to a culturally diverse range of people
• Understanding of principles of service improvement
• Basic understanding of mental health services and NHS issues
• Able to manage difficult and sensitive communications with people
• Ability to research and collate evidence into an appropriate response

Desirable

• Extensive understanding of mental health and NHS issues
• Commitment to improving NHS services Extensive understanding of mental health and NHS issues

PHYSICAL ATTRIBUTES

Essential

• Ability to undertake the duties and demands of the post. A satisfactory sickness record over the previous 2 years (subject to the need to act with fairness and equality of opportunity, particularly where the sickness is related to a disability and/or pregnancy).