Job summary
Call Referral Handler All Age Access and First Response Service
24/7 shift pattern including weekends & night duty
Are you looking to start a career in one of the UKs most respected mental health trusts?
Would you like a job that makes a difference every day?
Would you like to experience life in one of the UKs most beautiful areas, with exciting cities, charming countryside and magnificent coastlines?
We are seeking to recruit an enthusiastic and motivated individual to join our mental health First Response Service, an exciting commissioned 24/7 service based in Exeter. This new role will provide comprehensive administrative support to help underpin all of our clinical activity. The post holder will be required to answer telephone calls from Health Care Professionals, other specialised services, patients, care givers and others; taking mental health crisis referral information and accurately entering the data within electronic systems. The post holder will also at times be expected to share information with other professional disciplines such as the police in line with Data Protection Regulations
You will be expected to work shifts covering 24 hours 7 days a week including bank holidays.
1. The post holder will also be required to support with the general administration in the First Response Service within overarching guidelines and policies.
Please note that this role does not meet the requirement for certificate of sponsorship for overseas candidates
Main duties of the job
The successful candidate must have experience working within an administration team. You must be enthusiastic, highly motivated and multi skilled with excellent organisational expertise. The pace of work is often fast, due to the very nature of crisis work. You will be required to be a team player, enjoy working within urgent care and feel confident at delivering a wide-ranging administrative support for the clinical staff. You will work alongside senior mental health professionals as part of a multi-disciplinary team with the opportunity of developing links with other professionals and teams in a wide variety of settings. We offer training opportunities, regular supervision and performance reviews. The role will also require the post holder to work with administrative processes on a day to day basis generating documents and sharing information with other professionals.
The roles of the Call Referral Handler include
2. Answering telephone calls from health care professionals
3. Taking Mental Health Crisis Referral information and accurately entering the data within electronic systems
4. Sharing information with other professional disciplines in line with Data Protection Regulations
5. Generating Letters for GPs and other professionals
6. Liaising with professionals via email, telephone etc
7. Supporting the administration team
8. Plan and organise work using own initiative
9. Working with multiple Microsoft office packages especially Excel, Word, Outlook etc
About us
About Devon Partnership Trust
We provide mental health, learning disability and neurodiversity services, as well as a range of specialist & secure services for the wider south west region & nationally. We are passionate about promoting good mental health & wellbeing. We strive to use the expertise & resources within our organisation, and through our partnerships, to deliver high quality services that are safe & focused on people's recovery.
Our values
We not only recruit employees based on their qualifications & experience - we recruit individuals who possess and demonstrate the behaviours which underpin the core values of our organisation. These values include such attributes as showing a commitment to quality of care, improving lives of others, giving respect, dignity & compassion. We can bring those values to life in our everyday tasks by giving a smile; making time for people; challenging ourselves & others, & being open to new ideas.
We are committed to being an inclusive employer & applications are encouraged & welcomed from all sections of the community, regardless of any protected characteristics as governed by the Equality Act 2010. Part time & flexible working applications will be considered & supported, where possible. We particularly encourage applicants with lived experience of mental health & learning disabilities. We are a Disability Confident Leader Employer.
Job description
Job responsibilities
Job Purpose
The Call Referral Handlers within the First Response Service help to underpin all of our clinical activity, meaning this dedicated and enthusiastic 24/7 workforce is vital to the delivery ofa high standard of care.
As the post holder will provide comprehensive administrative support to the service, there will be an expectation for them to be highly motivated, flexible and multi-skilled with excellent organisational expertise. The post holder will have a high standard of skills using Microsoft Office packages and experience of using bespoke IT systems.
The post holder will be required to answer telephone calls from Health Care Professionals, other specialised services, patients, care givers and others; taking mental health crisis referral information and accurately entering the data within electronic systems. The post holder will also at times be expected to share information with other professional disciplines such as the police in line with Data Protection Regulations. The post holder, with support from senior clinical staff will at times need to divert some calls directly to a clinician, waiting with them until there is clinical availability. The post holder will furthermore respond to telephone queries, requiring them to update electronic patient records, communicate with colleagues and redirect calls when required.
The post holder will also need to meet deadlines, collate data and maintain standards relating toadministrative processes. They will need to be able to work within a team effectively and share work streams where appropriate.
The post holder will also be required to support with the general administration in the First Response Service within overarching guidelines and policies.
Duties and Responsibilities
Analytical and Judgemental Skills
10. Action judgement involving facts or situations requiring administrative analysis
11. Resolve problems relating to call diversions where appropriate
12. Make judgements on how to respond to caller queries
13. Keep appropriate records/information as and when required by the service for any audit purposes
14. Provide statistical returns when required which may involve entering statistical data onto data bases
15. Assess situations, identify and resolve potential problems within own skill set
16. Refer and seek guidance on issues outside level of competency or authority to senior staff
17. Proactively support cover arrangements in times of absence
Planning and Organisational Skills
18. Contribute to the smooth running of the service and systems including management ofgeneric email accounts, electronic filing systems and any other forms of correspondence
19. Prioritise own tasks, exercising a degree of independence, initiative and judgement
20. Deliver excellent levels of service by regularly assessing, problem solving and evaluating the nature of the work
21. Escalate any concerns in a timely way to senior colleagues
22. Implement any planned changes or actions
Responsibility for Patient/Client Care, Treatment and Therapy
23. Act as a principle point of contact for professional referrers to the service
24. Provide non clinical advice and information to referrers/callers
25. Maintain confidentiality of information at all times and comply with all aspects of the Data Protection Act
Responsibility for Policy and Service Development Implementation
26. Maintain and continue to improve knowledge and understanding of the Trust/Service including systems, policy and current issues, particularly to own area of work
27. Adhere to all Trust and departmental policies and procedures relating to role
28. Comply with local administrative procedures
29. Participate in local review of administration services
Responsibility for Finance, Equipment and Other Resources
30. Maintain the safe keeping of Trust property
31. Any concerns regarding misuse of Trust property shall be raised immediately with the Trust Counter Fraud Specialist
32. Ensure the proper use of the Trust resources, such as stationary, telephone usage photocopying and other consumables used within the course of business
33. Ensuring minimal waste and cost
34. Suggest efficiency savings to more senior staff
Responsibility for Human Resources, Supervision, Training, HR Advice and Management
35. The post holder has no managerial supervision responsibility but is expected to be a good example to other staff and use their experience to assist/guide new starter inductions
Responsibility for Information Resources and Administrative Duties
36. Produce confidential correspondence and reports
37. Maintain efficient and effective electronic filing system/s
38. Responsibility for ensuring accurate and up to date data is recorded onto electronic records systems at point of contact with the service
39. Communicate with any other professionals as required regarding changes to information
Any Other Specific Tasks Required
40. Provide cover for colleagues when and where necessary
41. Adherence to the principles of Duty of Candour regarding openness and transparency in day to day conduct and encourage the same behaviours within the wider organisation
42. Adherence to Trust policy regarding the protection and use of personal information which provides guidance on the use of disclosure of information
43. Meet requirements of Trust policies relating to the appropriate use of computer equipment and computer generated information
44. Meet all other Trust policy requirements related to this role
Communication and Working Relationship Skills
45. Recognize the importance of effective communication as they can often be the first point of contact, representing the service
46. Communicate clearly and effectively with professional referrers and other callers
47. Communicate clearly and effectively with patients and carers
48. Communicate clearly and effectively with team colleagues
49. Develop and maintain strong working relationships with a range of stakeholders:
50. GPs
51. Police services
52. Ambulance services
53. Support services
54. Health and social care professionals
55. Patients
56. Voluntary and independent sector agencies
57. Others
58. Administratively support clinicians who provide a 24/7 crisis mental health service
59. Work within an environment that receives and makes a high volume of inbound and outbound calls
60. Answer telephone calls into the First Response Service, aiming to achieve a positive stakeholder experience from all that use the service
61. Take ownership of each call to ensure all required information is obtained and accurately recorded to include the registration of referrals in line with policy
62. Communicate in a professional manner at all times
63. Ensure high standards of customer service for all patients and staff that contact the service
64. Handle any queries from Health Care Professionals/others
65. Fully comply with both legal and local policies and procedures regarding confidentiality and employment practices
66. Recognise peoples needs for alternative methods of communication and respond accordingly
67. Communicate with clinical and non-clinical staff
68. Effectively manage calls from potentially distressed referrers/ patients and carers; responding appropriately in a supportive, empathetic and courteous manner
69. Escalate concerns to senior members of the team as appropriate
70. Redirect calls when required, supporting the right time, right place principle
71. Take messages as appropriate
72. Respond to queries by email, as needed
73. Accurately input complex and sensitive data relating to people who use the service
74. onto electronic patient records system
75. Document information in accordance with the Trusts record keeping standards
76. Support the manager and team by ensuring that records are up to date on patient systems as required and that items are dealt with quickly and efficiently
77. Support with the day-to-day administration of the service
78. Competent in the use of Microsoft Office and bespoke packages relating to Trust informatics/patient electronic records to produce correspondence to maintain records, spreadsheets and databases
79. Produce clear and accurate written correspondence
80. Participate actively in the services training strategy, including mandatory training and other identified training necessary for this role
81. Plan and organise work using own initiative whilst being able to work flexibly as a valuable member of the team
82. Support members of the team in the induction and training of new starters to the service.
83. Undertake any additional duties as appropriate and delegated by the Supervisor
Person Specification
Qualifications
Essential
84. RSA 3 Word Processing or equivalent level of experience in practice
85. NVQ3 in administration or equivalent level administrative knowledge and experience
86. GCSE English or equivalent
87. Evidence of continuing professional and personal development
Desirable
88. ECDL (European Computer Driving Licence)
89. Shorthand or Speedwriting
Knowledge
Essential
90. Intermediate IT skills in Microsoft Office Packages, ie Word, Excel, PowerPoint and Outlook
91. Working knowledge of a range of administrative procedures including diary management and arranging appointments
92. Experience or understanding of creating electronic records and electronic filing systems
93. Electronic data base management
94. Ability to manage diverse workload whilst dealing with frequent interruption
95. Ability to meet deadlines and to work under pressure
96. Exceptional organisational skills and ability to prioritise
97. Ability to work both independently and as part of a team
98. Ability to provide a high standard of secretarial support for meetings organising, booking venues and minute taking
99. Knowledge of our business and how it supports patient care
Skills
Essential
100. Excellent interpersonal and communication skills both written and verbal
101. Able to deal confidentially and tactfully with people at all levels
102. Ability to take and convey clear messages
103. Experience in dealing with people in distress in a calm and confident manner
104. Ability to recognise when other communication aids may be needed
105. Willingness to embrace new ways of working/changes
106. Understanding and respect of confidentiality in the workplace
107. Ability to work under pressure
108. Able to plan, organise, prioritise, coordinate and work flexibly
109. Ability to exercise initiative operating within procedural guidelines
110. Ability to work without direct supervision on a day to day basis
111. Attention to detail/quality
112. Able to deal with difficult situations
113. Effective organisational skills
114. Prioritise own tasks, exercising a degree of independence, initiative and judgement without direct supervision
115. Ability to plan ahead and anticipate
116. Ability to prioritise workload in response to changing demands
117. Able to multi-task
118. Advanced typing skills
119. Ability to recognise and manage challenging situations in a calm and professional manner
120. Adaptable in continuous change and able to learn quickly
121. To have a positive attitude towards Mental Health and Disability Rights
Experience
Essential
122. Excellent organisational skills
123. Ability to prioritise workload and adapt to change when required
124. Previous experience of working within an administrative or secretarial team
125. Experience of dealing with confidential and complex information
126. Ability to take accurate formal and informal minutes
127. Demonstrate good numeracy and literacy skills
128. Previous experience of working in a Healthcare or Social Care administrative setting