Job summary
We are recruiting for Senior Health Advisors who wish to join #TeamIOWNHS. You should share our passion and drive to ensure that our patients receive quality and compassionate care and work with us to ensure the Trust continues its journey towards "great people, great place".
The is an internal only post and is a Band 4 leaders role. Applicants must be NHS Pathways trained with expert knowledge of Health Advisors role, NHS Pathways and Clinical Coordination Centre processes.
Main duties of the job
Attached you will find the person specification document which provides more detail about the essential and desirable skills and experience needed for this role. We highly recommend you review this document and use it when completing your application as these criteria are used by hiring managers as guidance during shortlisting.
For an overview of the main duties of the role please see the 'Job Description and Main Responsibilities' section below. To understand the day-to-day responsibilities in more detail please read the full job description document attached.
We are passionate about providing excellent CARE, which is why our values are Compassion, Accountable, Respect and Everyone counts. Our mission is to make sure that our community is at the heart of everything we do and that we hold our values across all our services.
We are committed to endorsing inclusion, diversity and multiculturalism throughout out services and as such, our procedures and policies ensure that applicants are always treated fairly throughout the recruitment process.
Why not come and see for yourself the CARE we give to our patients and staff. Apply to be part of our team today.
About us
The Isle of Wight NHS Trust is the only integrated acute, community, mental health and ambulance health care provider in England. We serve a population of approximately 150,000 residents, making the services we offer variable and personalised with a flexible approach to our service users.
Working for our Trust brings a variety of benefits, including an onsite day nursery, cycle-to-work scheme, discounts at local businesses and gyms, and the opportunity to hire Trust's beach hut in Ryde. We offer many flexible working opportunities, speak to us about how we might be able to accommodate a flexible working arrangement for you and if it works for the service, we will do our best to make it work for you.
The Isle of Wight is a unique and stunning gem located off the South Coast of England, a short ferry journey from Portsmouth and Southampton, with journey times taking from as little as 10 minutes. London can be reached in 90 minutes by rail from Southampton or Portsmouth. The island offers an amazing coastline with beautiful countryside, year-round events, festivals and award-winning attractions.
Our 2020-2025 strategy sets out to ensure that we continue to be a provider of excellent and compassionate care. As part of this strategy, we are proactively taking steps to ensure that we recruit and retain the highest quality of talent to provide CARE and we would welcome applications from under-represented groups to ensure our Trust is an inclusive and diverse employer.
Job description
Job responsibilities
In support of the Hub Duty Manager (HDM) you will be responsible for supervision of the Emergency and Non-Emergency Call Takers (Health Advisors) in accordance with agreed performance targets, policies, plans contracts and key performance indicators, effectively and efficiently monitoring and auditing the efficient taking, recording and prioritisation of incoming calls requesting emergency and urgent Ambulance Transport, in accordance with set audit procedures and national standards and performance requirements
To monitor the handling of all other incoming telephone calls to the Emergency Operations Centre (EOC) as appropriate to their nature, ensuring outgoing calls are appropriate, that all messages are efficiently passed by the Health Advisors (HA) using IT equipment, telephone or other means and to undertake administrative and supervisory duties appropriate to the role within the EOC.
To receive and triage calls using NHS Pathways, to maintain a high level of audit compliance.
Professionally recognised Pathways certificate and undertake any ongoing training or formal assessment required to meet the standards required to be an EOC Call Taker and auditor.
As a member of the senior call handler team post holder is responsible for the support of call handlers in relation to systems and NHS Pathways and the delivery of performance and standards as required by the NHS Pathways licence. This will be by peer support and audit and review of calls.
To be responsible for the day to day supervision and co-ordination of HA when on duty.
To ensure that all EOC HA follow Pathways Licensing requirements/ trust policies and procedures at all times
To ensure that all HA adhere to Trust telephony procedures and protocols at all times
To ensure all HA maintain a ready status to accept calls at all times except when on a designated task or meal break
To support staff in the maintenance of their Clinical Professional Development (CPD) portfolios or training and development initiatives undertaken in the EOC
To effectively monitor HA in correct efficient call taking and communications in accordance with Trust procedural guidelines, National Standards and KPIs
To proactively provide support to HA following distressing calls on a one to one basis, applying empathic and conciliatory skills
To provide mentoring, guidance and support to new members of EOC staff, assisting with their on the job training and development.
To complete audits of call handlers and provide feedback, including the sign off of trainee staff.
Job description
Job responsibilities
In support of the Hub Duty Manager (HDM) you will be responsible for supervision of the Emergency and Non-Emergency Call Takers (Health Advisors) in accordance with agreed performance targets, policies, plans contracts and key performance indicators, effectively and efficiently monitoring and auditing the efficient taking, recording and prioritisation of incoming calls requesting emergency and urgent Ambulance Transport, in accordance with set audit procedures and national standards and performance requirements
To monitor the handling of all other incoming telephone calls to the Emergency Operations Centre (EOC) as appropriate to their nature, ensuring outgoing calls are appropriate, that all messages are efficiently passed by the Health Advisors (HA) using IT equipment, telephone or other means and to undertake administrative and supervisory duties appropriate to the role within the EOC.
To receive and triage calls using NHS Pathways, to maintain a high level of audit compliance.
Professionally recognised Pathways certificate and undertake any ongoing training or formal assessment required to meet the standards required to be an EOC Call Taker and auditor.
As a member of the senior call handler team post holder is responsible for the support of call handlers in relation to systems and NHS Pathways and the delivery of performance and standards as required by the NHS Pathways licence. This will be by peer support and audit and review of calls.
To be responsible for the day to day supervision and co-ordination of HA when on duty.
To ensure that all EOC HA follow Pathways Licensing requirements/ trust policies and procedures at all times
To ensure that all HA adhere to Trust telephony procedures and protocols at all times
To ensure all HA maintain a ready status to accept calls at all times except when on a designated task or meal break
To support staff in the maintenance of their Clinical Professional Development (CPD) portfolios or training and development initiatives undertaken in the EOC
To effectively monitor HA in correct efficient call taking and communications in accordance with Trust procedural guidelines, National Standards and KPIs
To proactively provide support to HA following distressing calls on a one to one basis, applying empathic and conciliatory skills
To provide mentoring, guidance and support to new members of EOC staff, assisting with their on the job training and development.
To complete audits of call handlers and provide feedback, including the sign off of trainee staff.
Person Specification
Qualifications
Essential
- Good standard of education i.e. 4 GCSEs at Grade C or equivalent qualifications or demonstrable ability at this level
Experience
Essential
- Knowledge of NHS Pathways triage system. Consistent compliance of NHS Pathways audit
- Experience of using a computerised system.
- Ability to communicate effectively: orally, verbally and in writing to a wide spectrum of individuals and in a variety of circumstances
Desirable
- NHS Pathways License and coaching course completed.
Person Specification
Qualifications
Essential
- Good standard of education i.e. 4 GCSEs at Grade C or equivalent qualifications or demonstrable ability at this level
Experience
Essential
- Knowledge of NHS Pathways triage system. Consistent compliance of NHS Pathways audit
- Experience of using a computerised system.
- Ability to communicate effectively: orally, verbally and in writing to a wide spectrum of individuals and in a variety of circumstances
Desirable
- NHS Pathways License and coaching course completed.
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).
