This is an exciting opportunity to join our team at the Glenbourne unit.
Are you good with people? Do you want to work in health care and make a difference? But worried you may not have the relevant experience or qualifications, then this could be the post for you!
This is a developmental post with the ability for progression to a band 4 upon meeting the criteria with the job description and competency framework. Within the job description, you will see we are seeking those who have formal qualifications but will also support the gaining of these if the candidate can demonstrate their current working to this level through their past work-based experiences.
LWS are looking for individuals who want to develop, have a passion for mental health services, and who are committed to making real changes to the patient journey. We are seeking dedicated individuals to join our team who can display our values of being kind, respectful, inclusive, ambitious, responsible, and collaborative.
The post holder will be responsible for ensuring patient referrals are made to appropriate care settings or to other external care providers which are actioned in a timely manner with the support of clinicians.
Please note that Livewell may close the job advertisement earlier than the specified deadline.
All staff are expected to be able and willing to work across a 7-day service.
Main duties of the job
The postholder will need to confidently evidence and utilise key skills such as effective communication, time management, and diary management. Good IT skills, letter typing, and the ability to prioritise referrals and their differing urgency timescales as requested within the team and the wider organisation is essential. The postholder will provide practice-level support and also referrals support across the acute mental health pathway as required.
The role is not a regular 9am-5pm job and is not a traditional typing-only secretariat role. The postholder will be required to work with various referral systems to ensure accurate and relevant referrals are made and to work resourcefully as part of the team to ensure tasks are completed.
You will love this job if you have a passion for administration work and supporting patients on pathways to secondary care and other service providers, are organised, and able to prioritise urgent requests that may be required to enable the patients' journey in a timely manner.
About us
Livewell Southwest is an independent, award-winning social enterprise delivering integrated health and social care services across Plymouth, South Hams, and West Devon, with specialist services in parts of Devon and Cornwall. Our teams work in community hospitals, GP practices, sports centres, and health hubs.
As an organisation with a strong social conscience, we are guided by our values: kindness, respect, inclusivity, ambition, responsibility, and collaboration. We focus on transforming services to ensure sustainability while empowering staff and those we serve.
We involve the people we care for, along with their families and carers, in shaping the care they receive, striving to deliver the right care at the right time and place. Centering our work on individual needs helps people lead healthy, independent lives.
We prioritise employees' development, offering protected CPD time, training pathways, leadership programs, and funding for qualifications like the Care Certificate and Nurse Training Scholarships. Our induction and preceptorship programs ensure a smooth transition into our organisation.
Livewell Southwest values diversity and encourages applications from all sections of the community, including those with armed forces experience, lived experience of mental health, neuro-diverse conditions, and learning disabilities. If you need assistance or reasonable adjustments during the application process, contact the Recruiting Manager listed in the job advert.
Job responsibilities
This is a developmental post enabling someone to progress into the referral coordinator role following a competency framework.
The Referral Coordinator will be responsible for the triage and coordination of throughput through the Glenbourne Unit. However, this developmental role will work alongside existing staff in key places throughout the unit enabling them to understand how the pathway looks for those admitted to the unit. This rotational approach will also enable the successful applicant to have a wider understanding of acute MH services and the interface with Community Support.
General Unit Overview: Understand how referrals arrive at the unit. This referral process will involve taking detailed information and recording effectively through system one.
The developmental coordinator will be expected to demonstrate excellent and supportive customer care during any call, particularly when assisting with the needs of carers who contact the unit.
To manage incoming calls to the unit with support from Ward Managers, Referral Coordinator, and POS Workers.
The developmental coordinator will be expected to attend meetings relating to POS service development or incident follow-up and will take initial steps supported by the Referral Coordinator to follow up incidents and ensure good relations between agencies.
To learn key tasks that need to be completed to facilitate a successful admission to Glenbourne managing staffing, safety, and clinical needs.
To understand how OOA Beds are found, and the process for transfer and repatriation.
To understand all the different teams in the unit, their role, key members of staff, and where they link with community teams.
Place of safety related responsibilities: To understand initially the POS admission criteria and how best to manage the process to ensure the best experience for the person using POS, as well as the safety of the POS coordinator and promoting relationships with police and other agencies.
The developmental coordinator will support the referral process as referred to above and will also be the point of contact during the person's stay for the place of safety worker. The coordinator will link with the nurse in charge of the unit where it is required to do so.
Person Specification
Qualifications
* NVQ III or IV with relevant experience
* or
* Able to demonstrate the skills, knowledge, and ability to work to the level required.
* Maths and English.
Knowledge
* Able to read, write and perform simple calculations.
* Good communication skills - written and verbal.
* Can understand and communicate factual information.
* Excellent interpersonal skills.
* Good IT skills and the ability to learn new systems.
* Can demonstrate practical skills to others.
* Ability to liaise with health care professionals.
* Able to engage and support patients, their families, and carers.
* De-escalation and negotiation skills.
* Working knowledge of the Mental Health Act.
* Ability to prioritise workload without supervision.
* A keenness to make a positive contribution to improving the quality of life for people with mental health problems.
* Ability to acknowledge diversity and promote anti-discriminatory practice and equal opportunities.
Additional requirements
* Friendly and caring manner.
* Approachable.
* An appreciation of working with a wide age group of clients.
* Flexible approach.
* To work rotational shift pattern over 24 hours.
* Personal skills training.
* Diversity training.
* Race and Equality training.
* Acute Mental Health experience within an NHS setting.
* Working in a MDT.
* Experience of emotional distress.
* Experience of mental health services as a worker or service user or carer.
Skills
* Must have a positive, helpful and professional attitude.
* Remain calm under pressure.
* Demonstrate a positive attitude towards diversity and supporting individuals from ethnic minority groups.
* Motivated.
* Reliable.
* Confidence in dealing with people.
* Ability to work in stressful conditions.
* Ability to work as part of a team.
* Confidentiality.
* Demonstrate effective communication skills with a range of people in various situations where there may be barriers in understanding for clients/carers.
* Ability to manage time and plan work.
* To complete clinical records.
* To take leadership and direction from qualified staff.
* To participate in unsupervised tasks and provide accurate feedback to relevant parties.
* Ability to work in a team effectively.
* Awareness of personal safety.
* Physical Intervention trained.
* MHA training and capacity.
* SystmOne ability to use.
* Knowledge of sickness absence monitoring and how to promote a healthy working team.
* Able to work in challenging and unpredictable environmental conditions alone and with others effectively managing dynamic risks of our individual patient group.
* Physical Intervention in a ward environment.
* Care plans and risk assessments.
Experience
* 2 to 3 years' experience in working within a multi-disciplinary setting, ideally healthcare, and willing to work towards Foundation degree.
* Ability to engage patients.
* Able to support and guide junior staff.
* Previous experience in delivering care to those who have been diagnosed with Mental Health issues.
* Experience in care within an acute mental health service.
* Line Management experience and appraisal.
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.
Full-time, Part-time, Job share, Flexible working.
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