Directory of Service Officer

Job summary

The key purpose of the role is to ensure that information about services provided across Norfolk and Waveney is accurate and up to date thereby ensuring that staff working in emergency services such as 111 or IC24 have a complete picture of available service provision to enable patients to be seen in community settings as an alternative to an A&E attendance.

Main duties of the job

• Manage local Directories of Services (DoS), including the 111 DoS, local professional and public directories, and liaison / collaboration with NHS organisations, Council, Social Care and voluntary sector initiatives.
• Ensure timely and accurate data entry whilst following maintenance procedures for the service directories
• Act as first point of contact for the department, dealing with routine and specialist enquiries in a pleasant and helpful manner.
• Work with stakeholders to remediate the problem, escalating when appropriate to do so.
• Develop subject matter expertise in DoS and advise internal and external customers and stakeholders on implementation and monitoring of best practice and quality outcome delivery.
• Compare a range of technical options for the DoS, analyse their implications, compare and advise on a suitable direction.
• Translate specialist technical information and present it to the clients in an accessible manner.
• Enable the business and its customers to understand and use the information at their disposal in the most effective manner.
• Develop and maintain standard operating procedures for the areas of responsibility to ensure consistent processes are followed, and to support continuity in the absence of staff

About us

We are a small, friendly team working closely with the wider Urgent and Emergency Care team to ensure that information on services across Norfolk and Waveney is up-to-date and accurate.

The role will be mainly home working but with some agreed days each week from the main ICB base at County Hall, or to attend provider meetings across Norfolk and Waveney.