Healthy Child Programme Administration Co-ordinator

Job description

Job responsibilities

Main Duties and Responsibilities

1. Supervising the efficient and effective day to day operation of the Single Point of Access (SPA) and North & South localities and escalating administration or major issues as appropriate
2. Ensuring that high quality customer service and key performance indicators are met. Managing the workload and rotas within the SPA and localities so that work is prioritised and allocated fairly.
3. Line managing the administrative staff within the SPA and localities including performance management, 1:1s, appraisals and identification of training needs. Ensuring that all the administrative staff have the skills, knowledge, and competence to uphold the quality of the service.
4. Acting as a point of escalation for risks, issues and complaints within the SPA and localities.
5. Supporting the monitoring and reporting on quality indicators for the SPA and localities.
6. Developing and reviewing administrative processes within the SPA, localities, and the wider service, ensuring that they remain effective and efficient.
7. Work with the SPA and locality clinical teams to ensure that all processes, including referral, call handling and complaints management, are appropriate and effective.
8. Managing and administering the Telephony solution and office systems that supports the Single Point of Access, including maintaining reporting.
9. Work with colleagues to design and mange processes to collate satisfaction feedback from service users.
10. Be a super-user for the telephony supporting the Single Point of Access, SystmOne and MS office packages.
11. Responsible for creating and maintaining positive working relationships with administration staff across the service, attending meetings, coordinating training needs and reviewing working practices as needed.
12. Able to understand the benefits of digital healthcare via the Single Point of Access and able to articulate this to staff, stakeholders, and service users.
13. To represent the Single Point of Access in Transformation and improvement to support driving the service forward

Communication

Responsible for ensuring that the team answers and actions calls appropriately.

Lead on the services customer service approach.

Maintain important relationships with:

• Staff within the service
• Senior managers
• Partners in the health and social care system
• Counterparts in other organisations

Liaise with external organisations, maintaining positive relationships with a range of stakeholders.

Provide and receive complex and confidential information using tact, knowledge, analysis, and judgement to answer questions and gather data from internal and external stakeholders.

Communicate on complex, personal, and sensitive issues related to staff and service users maintaining strict confidentiality.

Assist with the investigation of complaints in relation to the service and provide accurate and thorough statements as required.

Preparation of reports and papers for senior management meetings, such as clinical operations board.

To pro-actively implement & support use of the E-Rostering programme.

Act as a super-user of relevant software applications, such as the Trusts intranet, ESR, Heath roster, CPFT Academy, NHS.net and SystmOne

Budgetary Responsibility

1. Authorised requisitioner and signatory for small payments.
2. Generates and approves invoices via Oracle.
3. Oversee the ordering of stationery and maintenance of stock control.

People Management

1. Line manage administration staff within the SPA and localities including performance management, 1:1s, appraisals and identification of training needs.
2. Provide training and induction on administrative procedures and processes to members of the team.
3. Provide mentorship and support to other administrators within the service.
4. Maintaining own professional training and development and requirement to take part in appraisal and KSF process

Research & Development Activity

1. Participate in audits and research related to administration as required.
2. Assist with the completion of audits and research within the service.

Clinical and Practice Governance

1. Observe and maintain strict confidentiality with regards to any patient/family/staff/records and information in line with the requirements of the Data Protection Act.
2. Any data that is taken/shared as part of a phone call or transported, faxed, or transferred electronically must be undertaken with regard to the Trust Information Governance and Information Security policies.
3. The post holder must adhere to the Trust risk assessment and risk management processes
4. The post holder must adhere to infection control policies and procedures
5. Undertake mandatory training and any other training relevant to the role as required by Cambridgeshire Community Services NHS Trust.
6. The post holder must participate in clinical and safeguarding audits as required
7. Provide patients and their families /carers with information on standards they should expect from the team.
8. The post holder is required to participate in relevant emergency preparedness process for their team.

General

Safeguarding people responsibility

Safeguarding children and adults at risk of abuse or neglect is a collective responsibility.

There is an expectation that all staff develop and maintain their role relevant safeguarding people competencies and comply with local safeguarding partnerships practice. Alongside this employee who are registrants are reminded of their professional duty of care.

Safeguarding means protecting a citizens health, wellbeing and human rights; enabling them to live free from harm, abuse and neglect. It is an integral part of providing high-quality health care.

Those most in need of protection include:

• • Children and young people
  • Adults at risk, such as those receiving care in their own home, people with physical, sensory and mental impairments, and those with learning disabilities

The post holder must at all times carry out their duties with regard to Cambridgeshire Community Services NHS Trust Workforce Diversity and Inclusion Policy.

To be aware of the responsibilities of all employees to maintain a safe and healthy environment for patients, visitors, and staff.

All post holders must adhere to the code of conduct on confidentiality and be aware of and adhere to all Trust policies and procedures.

This job description is intended only as a guide to the range of duties involved. The post holder will need to be flexible and adaptable in order to respond to other duties that may be required from time to time and the changes and developments within the Trust.

This post is subject to the Rehabilitation of Offenders Act 1974 (Exemptions) Order 1975 and as such it will be necessary for a submission for Disclosure of Barring Service to be made to check for any previous criminal convictions. Cambridgeshire Community Services NHS Trust is committed to the fair treatment of its staff, potential staff, or users in line with its equal opportunities policy and policy statement on the recruitment of ex-offenders

Person Specification

Qualifications and training

Essential

• Educated to degree or equivalent level e.g. a combination of diploma level education, further short
• Administration qualifications gained via NVQ Level 3, RSA Level 3 or equivalent qualification / experience.
• Digital skills and familiarity with common software packages.

Desirable

• Leadership qualification or training

Safeguarding

Essential

• Demonstrates understanding of safeguarding issues
• Can demonstrate an ability to contribute to a safe environment

Experience

Essential

• Experience of administration management in a large, complex organisation
• Experience of leadership and people management
• Experience of developing and monitoring administrative processes and policies
• Experience of working autonomously and using a high degree of initiative

Desirable

• Experience of managing a call centre or single point of access
• Experience of managing change

Skills

Essential

• Excellent time-management skills, with the ability to prioritise conflicting demands
• Ability to effectively lead a team of staff
• Ability to analyse data and complete reports
• Able to develop and maintain administrative policies and procedures

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.

Certificate of Sponsorship

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).

Employer details

Employer name

Cambridgeshire Community Services NHS Trust

Address

Oak Tree Centre

1 Oak Drive

Huntingdon

PE29 7HN

Employer's website

https://www.cambscommunityservices.nhs.uk/careers (Opens in a new tab)