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Detailed job description and main responsibilities
* Welcome and greet all visitors to the department and ensure that all communications result in effective person-centred care. Assess the needs of all individuals attending/contacting the service and identify the required level of intervention.
* The post holder will communicate and provide and receive complex or sensitive, non-clinical information to visitors and signpost to the relevant specialist support services and clinical teams.
* Recognise any safeguarding triggers or concerns and escalate to the appropriate person, which can include the safeguarding team.
* Provide all visitors with accurate and up-to-date information in all formats and support accessibility to different forms of communication.
* Responsible for the day-to-day co-ordination of the information centre under guidance of the Living with Cancer Manager ensuring the centre is open between the hours of 9am - 4pm.
* Undertake other duties as required relevant to the role and appropriate to the grade, including supporting patients to complete patient experience surveys and assess their information and support needs.
* Ensure electronic databases are maintained. Complete data input for footfall and wig prescriptions, analyze the data to complete the monthly board report, and provide it to the relevant Service Manager.
* Recognise the need for referral to specialised services and clinical nurse specialists & specialist clinical teams, and escalate any concerns to relevant staff.
* Maintain excellent communication with patients and relatives regarding aspects of care, demonstrating a variety of communication skills.
* Work with the patient information team to develop information available to patients.
* Manage and supervise volunteers working in the information centre ensuring adherence to standards of practice and trust policy.
* Develop detailed knowledge about specialist support services internal and external to the Christie NHS Foundation Trust. Plan and implement promotional events such as disease awareness months and organise participation in well-being events.
* Ensure the information used in the information centre and all patient areas is up-to-date, relevant, and consistent in digital or paper format. This will require planning skills to avoid issues in providing information.
* Identify and lead on implementing and evaluating new initiatives to enhance service provision, and may be required to contribute to and implement new policies.
* Order new stock and raise requisitions, monitoring activity under the guidance of the manager, and have a basic understanding of the Trust’s standard financial instructions (SFI).
* Answer queries promptly and courteously, taking appropriate actions according to the mode of enquiry or the information required.
* Inform or refer enquiries or problems to the relevant qualified staff where appropriate.
* Support and assist in alleviating distress and anxiety of patients or carers, directing them to relevant specialist services.
* Proactively help patients and carers to take an active role in care delivery.
* Demonstrate respect for the individual patient, ensuring religious, cultural, and social needs are considered at all times.
* May be required to demonstrate and assist more junior staff to gain experience, skills, and knowledge.
* Contribute to effective team working, being fully involved, committed, and participative to achieving full potential.
* Develop personal awareness of others' perceptions, acknowledging and changing behaviour in response to constructive feedback.
* Undertake all training required to perform duties effectively to the requirements of the post and contribute to personal development.
* Undertake clerical duties as directed in relation to all verbal and written communications.
* Be responsible for planning and leading the co-ordination of end-of-life weddings on the wards under the management of the LWC manager.
* Liaise with the wards to promote the information centre services available, keeping the information racks up to date and providing hair loss support to ward patients unable to visit the information centre.
Special working conditions
* Physical effort - the role requires speed and accuracy to maintain a high quality and efficient service, involving a combination of sitting, standing, and walking in restricted positions.
* Mental effort - regular concentration required in relation to responding to and meeting patients' and relatives' needs, dealing with complex and changing care needs and enquiries.
* Emotional effort - exposure to difficult situations including dying, distressed patients, and relatives/carers.
* Working conditions - very occasional lone working for short periods of time; rarely may be exposed to aggression from patients or their relatives/carers.
Person specification
Qualifications
Essential criteria
* Vocational healthcare qualification at level 3 or equivalent experience.
* NVQ Level 3 or equivalent experience.
Experience
Essential criteria
* Experience of working in an acute care environment, undertaking a range of commitments and skills to vocational healthcare level 3 qualification or equivalent experience.
* Ability to identify and overcome barriers to communication.
Desirable criteria
* Experience of working in an oncology health or social care setting.
Skills
Essential criteria
* Effective communication and person-centred skills such as active listening and demonstrating empathy.
* Ability to communicate sensitive information.
* Able to work using own initiative and autonomously.
* Level 2 IT skills.
Desirable criteria
* Experience of contributing to service development.
Knowledge
Essential criteria
* In-depth understanding of patient pathways.
* Able to demonstrate a good understanding of confidentiality.
Desirable criteria
* Evidence of recent training.
* Understanding of using electronic resources to obtain information.
* Awareness of safeguarding issues.
Values
Essential criteria
* Committed to delivering high standards of patient care.
* Empathetic and caring.
* Professional outlook and positive attitude.
* Positive approach to personal development.
* Honest and trustworthy.
Other
Essential criteria
* Available to work flexibly/weekends/short notice.
The closing date for this post may be extended if there are insufficient applicants or brought forward if there is a high volume of applicants.
We want to ensure that everyone who works at the Christie or uses our services is welcomed, valued and treated with dignity and respect. The Christie values diversity and is committed to ensuring equal opportunities for all and fair representation across the organisation at all levels. In support of these commitments, we particularly welcome applications from Black, Asian and other ethnic minority people and people with disabilities for this post. Appointment will be only on merit.
We are committed to creating a balanced and diverse workforce. As such we welcome and encourage applications from people of all backgrounds. Together we will foster inclusion and tackle inequity and health inequalities in cancer care.
As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy.
All positions within the Christie are subject to the receipt of satisfactory written references, medical clearance and evidence of your Right to Work in the UK. Some roles will require a Disclosure & Barring Service (DBS) check. Please note if you are successfully appointed to a post with this Trust, you will be required to pay for your own DBS Disclosure.
By applying for this post you are agreeing to The Christie NHS Foundation Trust transferring the information contained in this application to its preferred applicant management system. If you are offered a job, information will also be transferred into the national NHS Electronic Staff Records system. Please note, all communication regarding your application will be made via email; please ensure you check your junk/spam folders as emails are sometimes filtered there.
If you have not heard from us within four weeks of the closing date, I regret that on this occasion your application will have been unsuccessful.
The Inter-Authority Transfer (IAT) process is a critical and beneficial component of ESR and will form part of the recruitment process. In the event that you are successful following interview, your previous NHS employment data, if applicable, will be transferred from your current/most recent employer.
Overseas candidates wishing to apply for this position and who would require immigration sponsorship may wish to self-assess the likelihood of obtaining a Certificate of Sponsorship for the post on the UKVI website.
You should be aware the Trust operates a No Smoking Policy and therefore employees are not permitted to smoke at work.
Employer certification / accreditation badges
Applicant requirements
This post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.
Documents to download
* Job Description and Person Specification (PDF, 190.7KB)
* The Christie Values and Behaviours (PDF, 919.5KB)
* Strategy Brochure (PDF, 1.0MB)
* Trust Membership - Christie Talent (PDF, 23.0KB)
* Travel to The Christie (PDF, 3.8MB)
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