Job summary JOB PURPOSE. The post holder will be part of the LAP call handling team, acting as the first point of contact for all messages; queries and referrals to the community nursing services in North Staffordshire. Responsible for providing customer service and resolution of queries and directing callers to the most appropriate service for ongoing care support and advice. Will be required to identify and forward urgent calls and enquiries direct to the triage nursing team if unable to be dealt with at source, requiring nursing expertise. Main duties of the job Main duties and responsibilities Provide high quality customer service as the first point of contact for telephone calls into the Community Nursing Teams and associated services in North Staffordshire. Action appropriate referrals ensuring the demographics are correct and plan outcome within agreed scope. Returning any inappropriate referrals back to the sender for further information. Ensuring a minimum standard of information is recorded for all referrals and messages to the service. This may include contacting the referrer or patient if the call is not taken directly by the call handler. Process referrals on electronic clinical systems following agreed protocols; ensuring all new referrals are sent to the clinical triage team in a timely way. Manage venepuncture requests ensuring that ICE forms/referrals are processed accordingly using clinical and allocation systems. Regularly check the teams' voicemail boxes, retrieving messages left and directing to the correct team. Demonstrate activities to new starters, support induction for new staff and maintain an up to date new starter handbook. Work alone unsupervised and escalate appropriately. Participate in team meetings and huddles, taking minutes and completing actions as appropriate. Work in collaboration with the PALS service to capture service user feedback using this to drive service improvements. About us By joining Team MPFT, you will be helping your communities and in return for this, we will support you by; Supporting your career development and progression Excellent NHS Pension scheme Generous maternity, paternity and adoption leave Options for flexible working Up to 27 days annual leave (increasing with service up to 33 days) and the opportunity to purchase additional leave Extensive Health and Wellbeing support and resources If you work in our community teams, we pay for your time travelling between patients Lease car if you complete more than 500 business miles per annum, fully insured and maintained (including tyres), mileage paid at lease car rate Salary sacrifice car - fully insured and maintained (including tyres), your gross pay is reduced by the cost of the vehicle before tax, NI and pension deductions are calculated, mileage paid at business rates Salary sacrifice bikes up to £2k Free car parking at all trust sites Free flu vaccinations every year Citizens Advice support linked with a Hardship Fund for one off additional support up to £250 (if the criteria is met) And more. We are proud to be a diverse and inclusive organisation and there is a choice of staff networks that help you meet like-minded people. Date posted 18 February 2025 Pay scheme Agenda for change Band Band 3 Salary £22,816 to £24,336 a year PA Contract Fixed term Duration 6 months Working pattern Full-time, Part-time Reference number 301-SB-25-7014387 Job locations Cheadle Hospital Cheadle, Stoke on Trent ST10 1NS Job description Job responsibilities KEY RESPONSIBILITIES Main duties and responsibilities Provide high quality customer service as the first point of contact for telephone calls into the Community Nursing Teams and associated services in North Staffordshire. Manage and action all mail in the LAP email inbox and other sources of referrals, directing messages and referrals to the clinical triage team where appropriate. RAG rate all referrals to ensure priority levels are managed effectively. Action appropriate referrals ensuring the demographics are correct and plan outcome within agreed scope. Returning any inappropriate referrals back to the sender for further information. Utilising triage protocols to direct calls to other services as required (internal and external). Ensuring a minimum standard of information is recorded for all referrals and messages to the service. This may include contacting the referrer or patient if the call is not taken directly by the call handler. Process referrals on electronic clinical systems following agreed protocols; ensuring all new referrals are sent to the clinical triage team in a timely way. Support Triage Nurses with information gathering, returning calls and scheduling visits as required. Sensitively handle personal imagery/digital photography. Manage venepuncture requests ensuring that ICE forms/referrals are processed accordingly using clinical and allocation systems. Regularly check the teams voicemail boxes, retrieving messages left and directing to the correct team. Demonstrate activities to new starters, support induction for new staff and maintain an up to date new starter handbook. Work alone unsupervised and escalate appropriately. Support Triage Nurse Diaries including out-coming interventions on Clinical Systems. Participate in audits (data collection) as requested. Participate in team meetings and huddles, taking minutes and completing actions as appropriate. Completing off duty, populating Healthroster and supporting with annual leave planning alongside Triage Nurse/Operational Manager. Promote the use of digital platforms to aid self-management and prevention in relation to patients health and well-being. Work in collaboration with the PALS service to capture service user feedback using this to drive service improvements. Communication and relationships Communicate daily with members of the LAP team and community nursing teams, including out of hours nursing. Communicate frequently with other adult service providers as needed; this will include talking to GPs; hospital medical staff; nursing and therapy staff to gather information required to support the patient or to escalate to the triage nurse. Communicate effectively with patients using voice or video calls for the duration of each shift. This will involve using empathy; persuasion and de-escalation skills when contacting patients or carers who may be calling with urgent health needs. Exposed to highly sensitive information and will be expected to follow MPFT information governance policies at all times, particularly in relation to confidentiality and data security. Demonstrates duties to new starter / trainees / less experienced employees Decisions and judgements Follow LAP team protocols and will be supervised either face to face or remotely. Demonstrate the ability to organise own workload using independent judgement to prioritise required tasks and duties. To work within clear guidelines and processes but will have some limited autonomy to plan and prioritise own workload and act independently. Demonstrate compassion and empathy when answering phone calls from patients or family members where callers may be distressed or emotional. They will be expected to recognise when and how to gain support with distressing calls, from their immediate supervisor. Frequent concentration when coordinating information from multiple sources and prioritising competing demands. Identify, and share, opportunities for service developments or quality improvements related to the LAP team. Physical demands of the job Sitting for long periods of time using of a computer throughout the shift. Accurate typing of clinical information using at least two display screens to access information concurrently from multiple clinical systems. For example the post holder will be using call handling software and typing outcomes into the clinical system whilst accessing information about the patient from other systems. Policy and service development Follow standard operating procedures and ensure effective and efficient service delivery in relation to their role. Participate in review and consultation on service changes as a member of the LAP team. Financial Responsibility for the maintenance and safety of their own IT equipment. Understand and utilise quality improvement tools to enable the efficient use of resources in the LAP and wider community nursing teams. Research and development Support and participate in service audits and surveys. Identify, and share, opportunities for service development of quality improvements related to the LAP team Systems and equipment Use of desktop call handling software and inputting information into multiple electronic clinical records systems to coordinate care. Daily use of office software; in particular spreadsheets and word processing. Accurate recording and reporting using clinical systems to support the collection of data for key performance indicators. Most challenging/difficult parts of the job Regular communication with distressed patients and family members who may have just been given a terminal diagnosis or poor prognosis. Often the first person to contact the patient or family following discharge from hospital so will have to regularly communicate with people experiencing a range of emotions, and may be subject to verbal abuse. May be subject to verbal abuse dealing with people who are upset and will need effective communications skills and awareness of de-escalation techniques. Job description Job responsibilities KEY RESPONSIBILITIES Main duties and responsibilities Provide high quality customer service as the first point of contact for telephone calls into the Community Nursing Teams and associated services in North Staffordshire. Manage and action all mail in the LAP email inbox and other sources of referrals, directing messages and referrals to the clinical triage team where appropriate. RAG rate all referrals to ensure priority levels are managed effectively. Action appropriate referrals ensuring the demographics are correct and plan outcome within agreed scope. Returning any inappropriate referrals back to the sender for further information. Utilising triage protocols to direct calls to other services as required (internal and external). Ensuring a minimum standard of information is recorded for all referrals and messages to the service. This may include contacting the referrer or patient if the call is not taken directly by the call handler. Process referrals on electronic clinical systems following agreed protocols; ensuring all new referrals are sent to the clinical triage team in a timely way. Support Triage Nurses with information gathering, returning calls and scheduling visits as required. Sensitively handle personal imagery/digital photography. Manage venepuncture requests ensuring that ICE forms/referrals are processed accordingly using clinical and allocation systems. Regularly check the teams voicemail boxes, retrieving messages left and directing to the correct team. Demonstrate activities to new starters, support induction for new staff and maintain an up to date new starter handbook. Work alone unsupervised and escalate appropriately. Support Triage Nurse Diaries including out-coming interventions on Clinical Systems. Participate in audits (data collection) as requested. Participate in team meetings and huddles, taking minutes and completing actions as appropriate. Completing off duty, populating Healthroster and supporting with annual leave planning alongside Triage Nurse/Operational Manager. Promote the use of digital platforms to aid self-management and prevention in relation to patients health and well-being. Work in collaboration with the PALS service to capture service user feedback using this to drive service improvements. Communication and relationships Communicate daily with members of the LAP team and community nursing teams, including out of hours nursing. Communicate frequently with other adult service providers as needed; this will include talking to GPs; hospital medical staff; nursing and therapy staff to gather information required to support the patient or to escalate to the triage nurse. Communicate effectively with patients using voice or video calls for the duration of each shift. This will involve using empathy; persuasion and de-escalation skills when contacting patients or carers who may be calling with urgent health needs. Exposed to highly sensitive information and will be expected to follow MPFT information governance policies at all times, particularly in relation to confidentiality and data security. Demonstrates duties to new starter / trainees / less experienced employees Decisions and judgements Follow LAP team protocols and will be supervised either face to face or remotely. Demonstrate the ability to organise own workload using independent judgement to prioritise required tasks and duties. To work within clear guidelines and processes but will have some limited autonomy to plan and prioritise own workload and act independently. Demonstrate compassion and empathy when answering phone calls from patients or family members where callers may be distressed or emotional. They will be expected to recognise when and how to gain support with distressing calls, from their immediate supervisor. Frequent concentration when coordinating information from multiple sources and prioritising competing demands. Identify, and share, opportunities for service developments or quality improvements related to the LAP team. Physical demands of the job Sitting for long periods of time using of a computer throughout the shift. Accurate typing of clinical information using at least two display screens to access information concurrently from multiple clinical systems. For example the post holder will be using call handling software and typing outcomes into the clinical system whilst accessing information about the patient from other systems. Policy and service development Follow standard operating procedures and ensure effective and efficient service delivery in relation to their role. Participate in review and consultation on service changes as a member of the LAP team. Financial Responsibility for the maintenance and safety of their own IT equipment. Understand and utilise quality improvement tools to enable the efficient use of resources in the LAP and wider community nursing teams. Research and development Support and participate in service audits and surveys. Identify, and share, opportunities for service development of quality improvements related to the LAP team Systems and equipment Use of desktop call handling software and inputting information into multiple electronic clinical records systems to coordinate care. Daily use of office software; in particular spreadsheets and word processing. Accurate recording and reporting using clinical systems to support the collection of data for key performance indicators. Most challenging/difficult parts of the job Regular communication with distressed patients and family members who may have just been given a terminal diagnosis or poor prognosis. Often the first person to contact the patient or family following discharge from hospital so will have to regularly communicate with people experiencing a range of emotions, and may be subject to verbal abuse. May be subject to verbal abuse dealing with people who are upset and will need effective communications skills and awareness of de-escalation techniques. Person Specification Criteria Essential GCSE English (Grade C or above) or equivalent experience Desirable NHS experience Criteria Essential I.T. qualification (ECDL; CLAIT) or equivalent experience/competency. Desirable Demonstrates MPFT values and behaviours. Person Specification Criteria Essential GCSE English (Grade C or above) or equivalent experience Desirable NHS experience Criteria Essential I.T. qualification (ECDL; CLAIT) or equivalent experience/competency. Desirable Demonstrates MPFT values and behaviours. 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. Employer details Employer name Midlands Partnership NHS Foundation Trust Address Cheadle Hospital Cheadle, Stoke on Trent ST10 1NS Employer's website https://www.mpft.nhs.uk (Opens in a new tab)