Job summary An exciting opportunity has arisen for an enthusiastic and motivated individual to join our Single Point of Access (SPA) team as a Frailty Shift Lead. The SPA Shift Lead will be responsible for supervision of the Call Handlers on shift and for the general duties associated with maintaining an efficient and effective call centre including the collection, monitoring and reporting of performance data. The post holder will work closely with the Community Resource Teams (CRTs) and integrated teams whose programmes are supported by the SPA. In addition to supervisory duties, the successful post holder will provide a front-line service by processing telephone and electronic referrals in a confident manner from medical professionals referring into the Gwent Frailty Service. The post holder will manage calls from members of the public requiring the services of the District Nursing teams across the five localities. Main duties of the job To act as the first point of contact into the Frailty Service, forming part of the customer interface for the five Local Authorities and the Health Board. The post holder will need excellent oral and written communication skills to ensure referrals received via telephone or electronically are processed accurately. They will need to overcome language barriers and have the ability to deal professionally and efficiently with medical professionals who are working within very tight time constraints. They will need to employ questioning and listening skills and be tactful, empathic and sensitive when dealing with elderly and vulnerable members of the public requiring the services of the District Nursing team. To be responsible for the supervision and support of the call handling staff. Post holders working pattern will include weekends and Bank Holidays on a rota basis between the hrs of 08.00- 20.00. The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply. About us Aneurin Bevan University Health Board is a multi-award winning NHS organisation with a passion for caring. The Health Board provides an exceptional workplace where you can feel trusted and valued. Whatever your speciality or stage in your career, we have opportunities for everyone to start, grow and build your career. The health board provides integrated acute, primary and community care serving a population of 650,000 and employing over 16,000 staff. We offer a fantastic benefits package and extensive training and development opportunities with paid mandatory training, excellent in-house programmes, opportunities to complete recognised qualifications and professional career pathways including a range of management development programmes. We offer flexible working and promote a healthy work life balance, provide occupational health support and an ambitious plan for a Wellbeing Centre of Excellence to support you at work. Our Clinical Futures strategy continues to enhance and promote care closer to home as well as high quality hospital care when needed. This includes the Grange University Hospital which provides specialist and critical care and is the newest addition to the clinical futures strategy opening in November 2020. Join us on our journey to pioneer new ways of working and deliver a world-class healthcare service fit for the future. Date posted 06 March 2025 Pay scheme Agenda for change Band Band 4 Salary £26,928 to £29,551 a year per annum Contract Permanent Working pattern Full-time Reference number 040-AC100-0325 Job locations Vantage Point House Ty Coch Way Cwmbran NP44 7HF Job description Job responsibilities You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac To support the management team should staffing or any other matters compromise delivery of the service to maintain front-end service delivery within accepted levels, using information and technology provided and taking corrective action where necessary. To liaise with ICT Services, Adastra, the CRTs, healthcare professionals and other service providers as and when necessary. To communicate with all five Community Resource Teams on a daily basis along with Local Authority services outside of the Health Board, such as Social Services and Hospital Social Worker Teams. To communicate to colleagues and line manager on service closures and ensure the relevant report is updated for the Performance Manager. To apply a tactful and sensitive manner to overcome barriers to understanding when dealing with elderly and vulnerable patients who are looking for the services of a District Nurse and ensure these referrals are picked up by the appropriate District Nursing Team. To supervise the shift and act as first point of contact, providing advice and instruction for system issues, queries and difficult referrals throughout the shift. To build good relationships with colleagues and provide support to new team members. To provide training to new recruits on all referral processes. To perform call reviews and communicate feedback both written and verbally depending on the nature of feedback. Persuasive skills are essential to ensure that staff are encouraged to accept feedback and adhere to standardised processes and procedures. To perform staff PADRs and the relevant PDPs, communicating and agreeing objectives. Arrange annual reviews to ensure objectives are achieved by completion dates thus maintaining PADR compliance. To work with the Management team to carry out any tasks as and when requested. To communicate changes to referral processes and promptly update and disseminate relevant documentation. To manage and resolve any outstanding referrals at the end of shift. To liaise with clinical and social care teams to query and confirm referral processes. To resolve complaints and act as an escalation point for call handlers when dealing with difficult or frustrated service users. To communicate regularly with Resource Bank to ensure that bank members of staff are available to cover vacant shifts. To assist members of staff with all IT issues and know when to escalate to the service desk. To act as shift lead by being the first point of contact for all queries and issues related to the daily call handling role. These queries will primarily relate to non-standard referrals and enquiries and the shift lead will need to provide a swift and prompt response so that patients care/treatment is not delayed. The post holder will need an excellent understanding of the standard referral processes/procedures. To assist the Management team in the recruitment process for new staff including shortlisting and interviewing. To understand when to escalate problems to the Management team r. To assist the manager with Business Continuity Plans in the event of an emergency. To be responsible for the training of new recruits and to ensure they are fully trained within a specific period of time. To carry out weekly call reviews and addressing staff directly when they are not meeting set standards of performance. To carry weekly checks on work to ensure staff are complying with pilots and projects. To perform annual appraisals, ensuring that staff objectives are being met. To undertake return to work interviews, initial discussions and sickness reviews, as required. Job description Job responsibilities You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac To support the management team should staffing or any other matters compromise delivery of the service to maintain front-end service delivery within accepted levels, using information and technology provided and taking corrective action where necessary. To liaise with ICT Services, Adastra, the CRTs, healthcare professionals and other service providers as and when necessary. To communicate with all five Community Resource Teams on a daily basis along with Local Authority services outside of the Health Board, such as Social Services and Hospital Social Worker Teams. To communicate to colleagues and line manager on service closures and ensure the relevant report is updated for the Performance Manager. To apply a tactful and sensitive manner to overcome barriers to understanding when dealing with elderly and vulnerable patients who are looking for the services of a District Nurse and ensure these referrals are picked up by the appropriate District Nursing Team. To supervise the shift and act as first point of contact, providing advice and instruction for system issues, queries and difficult referrals throughout the shift. To build good relationships with colleagues and provide support to new team members. To provide training to new recruits on all referral processes. To perform call reviews and communicate feedback both written and verbally depending on the nature of feedback. Persuasive skills are essential to ensure that staff are encouraged to accept feedback and adhere to standardised processes and procedures. To perform staff PADRs and the relevant PDPs, communicating and agreeing objectives. Arrange annual reviews to ensure objectives are achieved by completion dates thus maintaining PADR compliance. To work with the Management team to carry out any tasks as and when requested. To communicate changes to referral processes and promptly update and disseminate relevant documentation. To manage and resolve any outstanding referrals at the end of shift. To liaise with clinical and social care teams to query and confirm referral processes. To resolve complaints and act as an escalation point for call handlers when dealing with difficult or frustrated service users. To communicate regularly with Resource Bank to ensure that bank members of staff are available to cover vacant shifts. To assist members of staff with all IT issues and know when to escalate to the service desk. To act as shift lead by being the first point of contact for all queries and issues related to the daily call handling role. These queries will primarily relate to non-standard referrals and enquiries and the shift lead will need to provide a swift and prompt response so that patients care/treatment is not delayed. The post holder will need an excellent understanding of the standard referral processes/procedures. To assist the Management team in the recruitment process for new staff including shortlisting and interviewing. To understand when to escalate problems to the Management team r. To assist the manager with Business Continuity Plans in the event of an emergency. To be responsible for the training of new recruits and to ensure they are fully trained within a specific period of time. To carry out weekly call reviews and addressing staff directly when they are not meeting set standards of performance. To carry weekly checks on work to ensure staff are complying with pilots and projects. To perform annual appraisals, ensuring that staff objectives are being met. To undertake return to work interviews, initial discussions and sickness reviews, as required. Person Specification Qualifications Essential NVQ Level 4 or equivalent level of knowledge/experience Experience Essential Experience of supervising staff Experience of training members of staff Desirable Previous experience of working in the Single Point of Access Person Specification Qualifications Essential NVQ Level 4 or equivalent level of knowledge/experience Experience Essential Experience of supervising staff Experience of training members of staff Desirable Previous experience of working in the Single Point of Access 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. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Additional information 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. Certificate of Sponsorship Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab). From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab). Employer details Employer name Aneurin Bevan University Health Board Address Vantage Point House Ty Coch Way Cwmbran NP44 7HF Employer's website https://abuhb.nhs.wales/ (Opens in a new tab)