Job summary We are seeking an eRostering Systems Assistant to join our support team. The ideal candidate will demonstrate strong IT skills (with a flair for using software), a passion for delivering excellent customer service, and a keen eye for detail. As a key member of our team, you will support clinicians, managers, and users in their daily interactions with HealthRoster and Allocate Loop. You will also be responsible for maintaining staffing records and overseeing payroll processes. Our workload is dynamic, and you'll encounter a wide range of queries on various topics. This role offers an exciting opportunity to develop a diverse skill set, as you'll gain exposure to different aspects of corporate and operational functions. Please be advised that we do not provide sponsorship for this role. Main duties of the job Main duties of the role: Assist in the development and maintenance of rostering systems integrated with the Electronic Staff Record (ESR) Create and maintain staff records in HealthRoster Create and manage user accounts for eRostering Systems Oversee the error corrections process related to staff pay and absence records in eRostering Systems Provide frontline support and advice on roster management Assist with the roll out of system updates and developments Generate management reports using data from eRostering Systems when required Deliver and support eRostering training, both virtually (webinars) and through bespoke 1:1 sessions as needed Perform routine data comparison checks between eRostering and ESR systems, taking corrective actions in eRostering when necessary Required Skills: Proven experience using software applications, with familiarity with HealthRoster (Allocate Optima) or other rostering systems preferred. Proficient in Microsoft Office, including advanced skills in Excel and the ability to present using Powerpoint Ability to maintain high levels of accuracy and speed in data entry Strong typing and advanced keyboard skills Confident communicator, capable of explaining staffing or technical information clearly Good numeracy skills Ability to deliver training tailored to different learning styles Excellent customer service skills About us The eRostering Support function manages several rostering systems including HealthRoster (also known as Optima), SafeCare and Roster Perform, and collaborates closely with the Temporary Worker Service to maintain the BankStaff system. Our systems support all staff groups and grades, serving as the primary source of payroll data for additional payments (such as shift enhancements, bank shifts) and absence records. We are dedicated to providing expert advice and promoting the benefits of effective rostering across the organisation. This includes continually improving our understanding of the system and remaining open to change, ensuring that we can offer a solution that meets the needs of both clinical and non-clinical workers. Our team operates on a hybrid working model, allowing employees to work remotely or from the office based on the requirements of specific tasks. In-office time is primarily used for team meetings and is encouraged for tasks that require a high level of collaboration. Date posted 13 January 2025 Pay scheme Agenda for change Band Band 4 Salary £26,530 to £29,114 a year p.a. Contract Permanent Working pattern Full-time Reference number 839-6923530-SR Job locations Norwich Community Hospital Bowthorpe Road Norwich NR2 3TU Job description Job responsibilities Communication & Relationship Skills: Be the first contact for all systems queries/issues via phone, email and face-to-face. To assist with managing change within the organisation, being a champion of the software, encouraging, persuading and motivating Trust staff to adapt to a new way of working. Deliver a programme of training for new users and refresher courses for existing users as required. This will primarily be delivered in a webinar format, but may also be delivered on a one-to-one, classroom or using alternative phone/computer methods as the service requires. Identify any lack of understanding / competence with users and rectify with further training sessions or one to one support as required. Communicate with IT, RL Datix on a regular basis, reporting faults, problems and user requests as well as giving regular feedback on the software and making suggestions for improvements Work across Trust department s to achieve aims and objectives of the team. Analytical & Judgemental Skills: Undertake such duties as may be required to ensure that all the available roster system functionality is fully incorporated within the unit / department. Providing analysis of complex problems that occur with the users / software and rectification of issues that arise, asking support of the eRostering System Administrator / Lead for very complex issues. To provide day-to-day support for the users, diagnose and remedy any errors or malfunctions of the system, providing feedback to eRostering Systems Administrators, RL Datix and IT. To provide advice to managers on using best practice rostering principles, utilising Roster KPIs and other HealthRoster data to support. Use the Datix system where required to report any breach of systems protocol. Planning & Organising Skills: The post holder will be required to plan work according to deadlines as well as follow direction in terms of meeting set deadlines. While plans may be made, it will be inevitable that the post holder will be required to manage conflicting and emerging requirements/deadlines as they arise. Forward thinking will be required to plan in and deliver training to support schedules of software development roll outs. Responsibility for Policy/Service Development: To provide advice to all Clinical Leads, Managers, Lead Nurses, Ward Managers and their deputies regarding rosters that are not compatible with the trusts agreed KPIs. Support the process for preparation and distribution of KPI reports on a weekly basis. To support managers to meet their clinical governance requirements for all areas to ensure Rosters are being planned accordingly Implements policies and standard operating procedures in eRostering Support team and required to propose changes to policies and procedures to improve service delivery and as a result of changes in system requirements Will contribute to policy change/amendment in area of work as well as follow these policies and support other service users in the implementation of eRostering policies in their workplace. Responsibility for Human Resources: Responsible for the creation and maintenance of staff records in Optima (HealthRoster. Assist with and deliver training to ensure that both clinical and non-clinical staff make appropriate use of the system to assist the trust in meeting its financial targets. To produce training materials and conduct training sessions for all staff required to use Health Roster, tailoring the sessions to the users needs. Delivery of training programme's to all users to support all upgrades to the software. Use technology to enable online support/guidance/training to users To process historical roster corrections in Optima (HealthRoster) that affect staff pay and absence information when notified by managers, notifying both impacted individual and managers of resultant pay corrections (specific to pay element and number of hours). Responsibility for Information Resources: Assist eRostering System Administrator / Lead with roll out and continuing support of Health Roster to all clinical and non-clinical areas across all staff groups. To give continuing support in terms of upkeep and user support of all eRostering modules including (but not limited to) Optima (HealthRoster), BankStaff and SafeCare. Provide support to the eRoster Systems Administrator / Lead in the evaluation and assessment of the software's benefits producing reports as necessary. To provide data on an ad hoc basis as required by Trust staff. To collect and prepare activity data as required including efficiency indicators on roster production, utilisation of staff and performance of the software. Assist with all upgrade installations of the system. To provide system administration, including generation and maintenance of user accounts and passwords. Ensure the HealthRoster system remains fit for purpose and will be involved in any upgrade or development exercises. Work with service users to support and set up roster templates as required. System functionality requirements such as data cleansing, support managers with roster optimisation as well as information audits. Work with the Trusts ESR team to ensure continuity across systems and resolve any interfacing rejections/issues. To input and maintain staff data / unit data as required; ensuring timely and accurate data is available to users in time for roster production, including all new starters / leavers and changes to staff data. Regularly ensure that the Health Roster and ESR databases contain the same data e.g. Professional registration details / skills / postings etc. To support, analyse and audit of information available from Health Roster. To support the eRostering Systems Administrator / Lead in undertaking any system upgrade work and undertake user testing to support systems development. Job description Job responsibilities Communication & Relationship Skills: Be the first contact for all systems queries/issues via phone, email and face-to-face. To assist with managing change within the organisation, being a champion of the software, encouraging, persuading and motivating Trust staff to adapt to a new way of working. Deliver a programme of training for new users and refresher courses for existing users as required. This will primarily be delivered in a webinar format, but may also be delivered on a one-to-one, classroom or using alternative phone/computer methods as the service requires. Identify any lack of understanding / competence with users and rectify with further training sessions or one to one support as required. Communicate with IT, RL Datix on a regular basis, reporting faults, problems and user requests as well as giving regular feedback on the software and making suggestions for improvements Work across Trust department s to achieve aims and objectives of the team. Analytical & Judgemental Skills: Undertake such duties as may be required to ensure that all the available roster system functionality is fully incorporated within the unit / department. Providing analysis of complex problems that occur with the users / software and rectification of issues that arise, asking support of the eRostering System Administrator / Lead for very complex issues. To provide day-to-day support for the users, diagnose and remedy any errors or malfunctions of the system, providing feedback to eRostering Systems Administrators, RL Datix and IT. To provide advice to managers on using best practice rostering principles, utilising Roster KPIs and other HealthRoster data to support. Use the Datix system where required to report any breach of systems protocol. Planning & Organising Skills: The post holder will be required to plan work according to deadlines as well as follow direction in terms of meeting set deadlines. While plans may be made, it will be inevitable that the post holder will be required to manage conflicting and emerging requirements/deadlines as they arise. Forward thinking will be required to plan in and deliver training to support schedules of software development roll outs. Responsibility for Policy/Service Development: To provide advice to all Clinical Leads, Managers, Lead Nurses, Ward Managers and their deputies regarding rosters that are not compatible with the trusts agreed KPIs. Support the process for preparation and distribution of KPI reports on a weekly basis. To support managers to meet their clinical governance requirements for all areas to ensure Rosters are being planned accordingly Implements policies and standard operating procedures in eRostering Support team and required to propose changes to policies and procedures to improve service delivery and as a result of changes in system requirements Will contribute to policy change/amendment in area of work as well as follow these policies and support other service users in the implementation of eRostering policies in their workplace. Responsibility for Human Resources: Responsible for the creation and maintenance of staff records in Optima (HealthRoster. Assist with and deliver training to ensure that both clinical and non-clinical staff make appropriate use of the system to assist the trust in meeting its financial targets. To produce training materials and conduct training sessions for all staff required to use Health Roster, tailoring the sessions to the users needs. Delivery of training programme's to all users to support all upgrades to the software. Use technology to enable online support/guidance/training to users To process historical roster corrections in Optima (HealthRoster) that affect staff pay and absence information when notified by managers, notifying both impacted individual and managers of resultant pay corrections (specific to pay element and number of hours). Responsibility for Information Resources: Assist eRostering System Administrator / Lead with roll out and continuing support of Health Roster to all clinical and non-clinical areas across all staff groups. To give continuing support in terms of upkeep and user support of all eRostering modules including (but not limited to) Optima (HealthRoster), BankStaff and SafeCare. Provide support to the eRoster Systems Administrator / Lead in the evaluation and assessment of the software's benefits producing reports as necessary. To provide data on an ad hoc basis as required by Trust staff. To collect and prepare activity data as required including efficiency indicators on roster production, utilisation of staff and performance of the software. Assist with all upgrade installations of the system. To provide system administration, including generation and maintenance of user accounts and passwords. Ensure the HealthRoster system remains fit for purpose and will be involved in any upgrade or development exercises. Work with service users to support and set up roster templates as required. System functionality requirements such as data cleansing, support managers with roster optimisation as well as information audits. Work with the Trusts ESR team to ensure continuity across systems and resolve any interfacing rejections/issues. To input and maintain staff data / unit data as required; ensuring timely and accurate data is available to users in time for roster production, including all new starters / leavers and changes to staff data. Regularly ensure that the Health Roster and ESR databases contain the same data e.g. Professional registration details / skills / postings etc. To support, analyse and audit of information available from Health Roster. To support the eRostering Systems Administrator / Lead in undertaking any system upgrade work and undertake user testing to support systems development. Person Specification Qualifications Essential NVQ Level 4 or equivalent experience GCSE Maths and English Grade C / Grade 4 (or equivalent) Desirable Accreditation in training delivery Accreditation in Systems or Business Administration Other Essential Holds full and valid driving license Able to communicate effectively in written and verbal English Language Skills Essential Knowledge of administrative procedures and systems, the majority of which are nonroutine Proficient in the use of Microsoft Office applications, including: i) Advanced Excel skills (including ability to use functions such as VLOOKUP and SUMIFS) ii) Ability to present using MS Powerpoint Able to maintain high levels of accuracy and speed with data input Knowledge of records management, information governance and data protection standards. Advanced keyboard skills including typing proficiency Analytical skills to support interpretation of complex staffing information Good numeracy skills, including knowledge of basic calculations such as percentages Excellent written and verbal communication skills with ability to explain complex issues in a clear manner. Ability to manage a varied, unpredictable and demanding workload, working independently and prioritising appropriately to meet tight deadlines. Ability to provide systems training using presentation skills and demonstrating system functionality Able to problem solve within systems using own initiative. Desirable Understanding of the general principles of effective rostering Knowledge of using Optima (HealthRoster) system as an end user Understanding of NHS pay and conditions of employment for all staff groups Knowledge of HR Systems and Procedures (including ESR) Knowledge of payroll processes Knowledge of the European Working Time Directive Experience Essential Working in a customer facing environment with experience of providing first line of support for complex system queries Working with a range of software applications Delivering effective training to meet varying learning styles. Working within a project environment and discussing/monitoring progress Desirable Administering Optima (HealthRoster) or other electronic rostering solution. Using the Electronic Staff Record (ESR) Working in an NHS environment. Personal Attributes / Behaviours Essential Provides excellent customer service. Has excellent attention to detail Ability to concentrate for extended periods of time in a busy office environment. Able to work under pressure Able to identify with the Trust's commitment to safeguarding and promoting the welfare of children and young people/vulnerable adults. Personal and People Development Essential Understand that when training users, everyone has different levels of systems understanding. Able to work autonomously and demonstrate initiative Communication Essential Demonstrates effective communication, interpersonal and organisational skills. Able to communicate and convey messages on a one-toone level as well as in groups. Confident in communicating with people from a variety of professions and levels across the Trust and external organisations Able to adapt communication methods to support different learning styles Person Specification Qualifications Essential NVQ Level 4 or equivalent experience GCSE Maths and English Grade C / Grade 4 (or equivalent) Desirable Accreditation in training delivery Accreditation in Systems or Business Administration Other Essential Holds full and valid driving license Able to communicate effectively in written and verbal English Language Skills Essential Knowledge of administrative procedures and systems, the majority of which are nonroutine Proficient in the use of Microsoft Office applications, including: i) Advanced Excel skills (including ability to use functions such as VLOOKUP and SUMIFS) ii) Ability to present using MS Powerpoint Able to maintain high levels of accuracy and speed with data input Knowledge of records management, information governance and data protection standards. Advanced keyboard skills including typing proficiency Analytical skills to support interpretation of complex staffing information Good numeracy skills, including knowledge of basic calculations such as percentages Excellent written and verbal communication skills with ability to explain complex issues in a clear manner. Ability to manage a varied, unpredictable and demanding workload, working independently and prioritising appropriately to meet tight deadlines. Ability to provide systems training using presentation skills and demonstrating system functionality Able to problem solve within systems using own initiative. Desirable Understanding of the general principles of effective rostering Knowledge of using Optima (HealthRoster) system as an end user Understanding of NHS pay and conditions of employment for all staff groups Knowledge of HR Systems and Procedures (including ESR) Knowledge of payroll processes Knowledge of the European Working Time Directive Experience Essential Working in a customer facing environment with experience of providing first line of support for complex system queries Working with a range of software applications Delivering effective training to meet varying learning styles. Working within a project environment and discussing/monitoring progress Desirable Administering Optima (HealthRoster) or other electronic rostering solution. Using the Electronic Staff Record (ESR) Working in an NHS environment. Personal Attributes / Behaviours Essential Provides excellent customer service. Has excellent attention to detail Ability to concentrate for extended periods of time in a busy office environment. Able to work under pressure Able to identify with the Trust's commitment to safeguarding and promoting the welfare of children and young people/vulnerable adults. Personal and People Development Essential Understand that when training users, everyone has different levels of systems understanding. Able to work autonomously and demonstrate initiative Communication Essential Demonstrates effective communication, interpersonal and organisational skills. Able to communicate and convey messages on a one-toone level as well as in groups. Confident in communicating with people from a variety of professions and levels across the Trust and external organisations Able to adapt communication methods to support different learning styles 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 Norfolk Community Health and Care NHS Trust Address Norwich Community Hospital Bowthorpe Road Norwich NR2 3TU Employer's website https://www.norfolkcommunityhealthandcare.nhs.uk (Opens in a new tab)