To be thoroughly conversant with the National Framework for NHS Continuing Care (CHC) and ensure that the policy is efficiently and consistently applied as part of the administrative process and implement any proposed national changes. To ensure that the administrative processes for the management of continuing healthcare requests accords with National and Local Policies. Support the CHC service with secretarial and administrative systems, process and procedures to support efficient day to day operations of the CHC team. The post holder will be required to demonstrate initiative in organising their own workload as well as working independently. There will be an expectation for the post holder to be highly motivated, flexible and enthusiastic. To undertake ad-hoc support for project work as delegated by the CHC Business/Specialist Lead. Able to work, predominantly under supervision, but be able to prioritise an unpredictable workload and ensure competing priorities are delivered as expected in a timely manner and within the policies and principles of the ICB standards. To maintain constructive relationships with a broad range of internal and external stakeholders. Attend team, relative, CHC panel, retrospective and Local Resolution meetings, to take and transcribe minutes and reports. To circulate minutes to the team/relevant others and send written responses to individuals and members of the public .i.e. clients relatives or legal representatives. To follow up with relevant others on any action points from team, relative, CHC panel, retrospective and Local Resolution meetings. As part of a team, to provide business, secretarial and administrative support to a range of both clinical and non-clinical staff within the CHC team. To maintain a high standard and quality service by working as a team. To demonstrate initiative and time management in organising own workload and delivering a customer focused service. As part of a team, to provide general office duties including dealing with post, photocopying, ordering of stationary. On a daily basis answer queries from patients, carers, public, other professions and care agencies through telephone, email and internal departments, relating to a wide range of issues. Taking messages and accurately recording, directly responding to queries, exercising initiative and judgment to analyse and prioritise issues and escalating as appropriate. Escalating queries/information on a daily basis when members of the public, colleagues, medical and other professionals are distressed, angry or frustrated; whilst maintaining a polite and professional manner. To assist with coordinating a delegated range of diaries for staff within the CHC team, taking a pro-active approach. This includes arranging and coordinating a wide range of meetings and appointments with a range of external stakeholders and system partners. To support the CHC Business/Specialist Lead to action and process all Subject Access Requests/FOI and to follow the procedure appropriately in given timescales. Sharing personal client information of sensitive nature and ICB information with colleagues, medical and other professionals in line with ICB policies and procedures within the regulations of GDPR, Sharing of Information Protocol and Freedom of Information Act on a daily basis. Using knowledge and experience to explain the application process, procedures, policies and eligibility criteria with regard to requests for Continuing Healthcare funding and Funded Nursing Care to colleagues, members of the public (who are sometimes elderly, confused, distressed and angry with the system), medical and other professionals on a daily basis. On a day-to-day basis, maintain a current and efficient recording and reporting system ensuring that correspondence is filed in the correct electronic file in accordance with the Records Management NHS Code of Practice retention schedules and local guidance. To assist with dissemination of information to the ICB and beyond when appropriate in compliance with information governance requirements. To liaise with the IT help desk, reporting any faults, arranging service call/repairs. As part of a team, produce letters, memoranda, spreadsheets and presentation material. This includes preparation of files for Continuing Healthcare Appeals, Continuing Healthcare Fast Track applications and Funded Nursing Care service, e.g. confidential letters and detailed forms. Receive and process both Fast Track and Continuing Healthcare applications within Department of Health timescales. To prepare and maintain electronic client files, ensuring relevant required data is contained in each file and check that the Responsible Commissioner is the local ICB. Contact outside agencies, families, medical and other professionals to obtain any outstanding necessary information in line with ICB policies, Information Sharing Protocol ensuring that the principles of the Data Protection Act 1998, Freedom of Information Act 2000, the Human Rights Act 1998, Caldicott Principles (for health and social care) and the common law of duty of confidentiality are upheld. On a daily basis use the CHC database to maintain, amend and add new and existing client information, attending relevant training and update to maintain competence in using the software. Act as a point of contact for the department, dealing with routine and specialist enquiries in a pleasant and helpful manner, communicating relevant information to stakeholders, referring to others as appropriate. This will include the taking of telephone calls, duty line management and the logging of enquires on a data base Accurately inputting and maintaining data on data systems, together with the associated correspondence. Monitoring the accuracy of data input and printing reports from computerised systems as required. To arrange/schedule assessments and reviews for Nurse Assessors, including contacting individuals and family members/representatives and other relevant professionals, as required. Send out letters etc Able to work on own initiative and unsupervised, within defined policies and procedures are adhered to set timescales To ensure compliance with all statutory and mandatory training.