Job summary The purpose of this role is to coordinate the daily operational running of the Unscheduled Care Coordination Hub (UCCH), including developing processes and pathways to establish the hub as a core part of the integrated urgent care system. You will act as the nurse lead within the UCCH, liaising between place-based community teams and organising and coordinating health and care responses for patients allocated to the UCCH. The role also involves promoting the UCCH programme of work to aid in it becoming a business-as-usual service for providers to access, and leading on the development of the UCCH for Norfolk and Waveney, creating processes and pathways with alternate services and coordinating patient responses. You will be expected to advance continuous service improvement and give feedback to providers and the steering group to help inform the direction of travel. This involves working collaboratively across the system to develop ideas for service change that will bring about better quality of care for patients, with a focus on supporting alternatives to ambulance response. Main duties of the job Lead the day to day operation of the Unscheduled Care Coordination Hub (UCCH), including monitoring of the Access to Stack system, UCCH, and coordination of patient responses, and taking a lead role in telephone assessing and coordinating care for patients. Lead on developing the Norfolk and Waveney UCCH, including agreeing the operational process across organisations and handover/referral processes. Work within the UCCH operational protocols and support data capture to enable ongoing review, learning and evaluation and ensure tracking against impact and outcome measures. Identify pathways in and out of the UCCH and support their implementation. Champion clinical change and new models of care. Be responsible for establishing and maintaining effective working relationships with providers across the system. Provide support and matrix management to the UCCH Integrated Care Coordinator, including day to day direction and supervision. About us Apply now to join an organisation that has been awarded an 'Outstanding' rating by the Care Quality Commission (CQC), the highest possible rating and the first stand-alone NHS community trust in the country to be awarded the title. Find out more about working for our organisation here: https://heyzine.com/flip-book/2565ae62eb.html Date posted 17 February 2025 Pay scheme Agenda for change Band Band 8a Salary £53,755 to £60,504 a year per annum Contract Permanent Working pattern Full-time Reference number 839-6969270-PG Job locations Norwich Community Hospital Bowthorpe Road Norwich NR2 3TU Job description Job responsibilities Organisational Duties The post holder will be required to communicate and provide highly complex information about projects, initiatives and services to a wide range of internal and external stakeholders in a formal setting. Commit to working and engaging constructively with internal and external stakeholders on a range of issues, including issues that are contentious. Support and champion collaborative across health and social care stakeholders in Norfolk and Waveney working by nurturing key relationships and maintaining networks internally and externally, including national networks. Link with managers and members of other parties, to address inter-dependencies and ensure alignment. Work autonomously within a virtual system team and the ability to matrix work across organisations. Professional Duties To lead and coordinate team members across multiple providers to collaboratively deliver the unscheduled care coordination hub; engage and liaise with key stakeholder, in particular: To lead the delivery of day to day hub activities and coordination of care of patients transferred to UCCH. Provide day to day direction to the Integrated Care Coordinator and drive delivery of a range of business initiatives and projects including data capture. To support the identification and sharing of best practice. Take a lead role in the delivery of specified workstreams within the ICS Unscheduled Care Coordination project plans, allocating tasks as appropriate, identifying risks, issues and dependencies, considering best practice and current options and ultimately making decisions in the best interest of the project. Pro-actively manage stakeholders across different organisations and at all levels, respond to and resolve conflict between different stakeholders when this arises through facilitation or other appropriate mechanisms. Works collaboratively across organisations to facilitate the best response for patients from a range of providers. Be responsible for a high standard of work supporting the delivery of projects to comply with key performance indicators, on time, to quality standards and in a cost effective manner, ensuring the flexibility of the project if required to meet conflicting/changing requirements and supporting project leads as and when required. Act in a way that is compliant with Standing Orders and Standing Financial Instructions in the discharge of budget management responsibilities. Forge close positive working relationships, in order to support an effective matrix approach to achieve NHS objectives. To support, motivate and develop staff within the team to ensure that they are able to deliver the new responsibilities of the NHS strategy. Collate as required, qualitative and quantitative information and lead appropriate analysis to help develop robust business cases. Plan, develop and evaluate methods and processes for gathering, analysing, interpreting and presenting data and information to enable the ability to analyse, interpret and present data to highlight issues, risks and support decision making. Ability to propose changes to own function making recommendations for other service delivery. The post holder will need to maintain a good knowledge of emerging policies from NHS and government departments. Contribute to the strategic planning of UCCH projects, identifying interdependencies across projects/functions, potential impacts on wider organisation, resource requirements and building in contingency and adjustments as necessary. Contribute to the development of performance and governance strategies and the development and implementation of improvement programme, including short, medium and long term business plans, achieving quality outcomes. Due to the interpretative nature of the role and requirement to write writes and inform developing practice, the post holder will be required to concentrate for high degree. An ability to pro-actively and spontaneously respond to issues as they arise is also required. Job description Job responsibilities Organisational Duties The post holder will be required to communicate and provide highly complex information about projects, initiatives and services to a wide range of internal and external stakeholders in a formal setting. Commit to working and engaging constructively with internal and external stakeholders on a range of issues, including issues that are contentious. Support and champion collaborative across health and social care stakeholders in Norfolk and Waveney working by nurturing key relationships and maintaining networks internally and externally, including national networks. Link with managers and members of other parties, to address inter-dependencies and ensure alignment. Work autonomously within a virtual system team and the ability to matrix work across organisations. Professional Duties To lead and coordinate team members across multiple providers to collaboratively deliver the unscheduled care coordination hub; engage and liaise with key stakeholder, in particular: To lead the delivery of day to day hub activities and coordination of care of patients transferred to UCCH. Provide day to day direction to the Integrated Care Coordinator and drive delivery of a range of business initiatives and projects including data capture. To support the identification and sharing of best practice. Take a lead role in the delivery of specified workstreams within the ICS Unscheduled Care Coordination project plans, allocating tasks as appropriate, identifying risks, issues and dependencies, considering best practice and current options and ultimately making decisions in the best interest of the project. Pro-actively manage stakeholders across different organisations and at all levels, respond to and resolve conflict between different stakeholders when this arises through facilitation or other appropriate mechanisms. Works collaboratively across organisations to facilitate the best response for patients from a range of providers. Be responsible for a high standard of work supporting the delivery of projects to comply with key performance indicators, on time, to quality standards and in a cost effective manner, ensuring the flexibility of the project if required to meet conflicting/changing requirements and supporting project leads as and when required. Act in a way that is compliant with Standing Orders and Standing Financial Instructions in the discharge of budget management responsibilities. Forge close positive working relationships, in order to support an effective matrix approach to achieve NHS objectives. To support, motivate and develop staff within the team to ensure that they are able to deliver the new responsibilities of the NHS strategy. Collate as required, qualitative and quantitative information and lead appropriate analysis to help develop robust business cases. Plan, develop and evaluate methods and processes for gathering, analysing, interpreting and presenting data and information to enable the ability to analyse, interpret and present data to highlight issues, risks and support decision making. Ability to propose changes to own function making recommendations for other service delivery. The post holder will need to maintain a good knowledge of emerging policies from NHS and government departments. Contribute to the strategic planning of UCCH projects, identifying interdependencies across projects/functions, potential impacts on wider organisation, resource requirements and building in contingency and adjustments as necessary. Contribute to the development of performance and governance strategies and the development and implementation of improvement programme, including short, medium and long term business plans, achieving quality outcomes. Due to the interpretative nature of the role and requirement to write writes and inform developing practice, the post holder will be required to concentrate for high degree. An ability to pro-actively and spontaneously respond to issues as they arise is also required. Person Specification Qualifications Essential Registered Adult Nurse Current NMC Registration Educated to Masters Level or equivalent experience working at a senior level. Evidence of recent post qualifying and continuing Professional Development. Management or Leadership Course Desirable Educated to Masters level Project Management qualification Experience Essential Experience of identifying and interpreting National policy Experience of researching best practice (globally, private and public sector), interpreting its relevance and processes/ practices which could be implemented successfully to achieve system reform (advising on policy implementation) Previously responsible for a budget, involved in budget setting and working knowledge of financial processes Desirable Comprehensive experience of project principles techniques and tools such as Prince 2 and Managing Successful Projects Skills, abilities and Knowledge Essential Extensive knowledge of specialist areas, acquired through post graduate diploma or equivalent experience or training plus further specialist knowledge or experience to master's level equivalent. Must have an understanding of the background to and aims of current healthcare policy in Norfolk and Waveney and appreciate the implications of this on engagement. Problem solving skills and ability to respond to sudden unexpected demands. Ability to analyse highly complex facts and situations and to develop a range of options for UCCH & system partners. Takes decisions on difficult and contentious issues where there may be a number of courses of action. Strategic thinking - ability to anticipate and resolve problems before they arise. Demonstrated capability to plan over short, medium and long-term timeframes and adjust plans and resource requirements accordingly. Working knowledge of Microsoft Office with intermediate keyboard skills. Personal Attributes Essential Must be able to prioritise own work effectively and be able to direct activities of others. Experience of managing and motivating a team and reviewing performance of the individuals. Must be able to use initiative to decide relevant actions and make recommendations to Sponsor/ Manager, with the aim of improving deliverables and compliance to policies. Ability to make decisions autonomously, when required, on difficult issues, working to tight and often changing timescales. Needs to have a thorough understanding of and commitment to equality of opportunity and good working relationships both in terms of day-to-day working practices, but also in relation to management systems. Used to working in a busy environment. Adaptability, flexibility and ability to cope with uncertainty and change. Willing to engage with and learn from peers, other professionals and colleagues in the desire to provide or support the most appropriate interventions. Professional calm and efficient manner. Effective organiser, influencer and networker. Demonstrates a strong desire to improve performance and make a difference by focusing on goals. Other Essential Able to make own travel arrangements Must hold full and valid driving licence and have access to a vehicle. Able to communicate effectively using the English language. Communication Essential Must be able to provide and receive highly complex, sensitive or contentious information, negotiate with senior stakeholders on difficult and controversial issues, and present complex and sensitive information to large and influential groups. Negotiate on difficult and controversial issues including performance and change. Ability to work collaboratively across organisations. Person Specification Qualifications Essential Registered Adult Nurse Current NMC Registration Educated to Masters Level or equivalent experience working at a senior level. Evidence of recent post qualifying and continuing Professional Development. Management or Leadership Course Desirable Educated to Masters level Project Management qualification Experience Essential Experience of identifying and interpreting National policy Experience of researching best practice (globally, private and public sector), interpreting its relevance and processes/ practices which could be implemented successfully to achieve system reform (advising on policy implementation) Previously responsible for a budget, involved in budget setting and working knowledge of financial processes Desirable Comprehensive experience of project principles techniques and tools such as Prince 2 and Managing Successful Projects Skills, abilities and Knowledge Essential Extensive knowledge of specialist areas, acquired through post graduate diploma or equivalent experience or training plus further specialist knowledge or experience to master's level equivalent. Must have an understanding of the background to and aims of current healthcare policy in Norfolk and Waveney and appreciate the implications of this on engagement. Problem solving skills and ability to respond to sudden unexpected demands. Ability to analyse highly complex facts and situations and to develop a range of options for UCCH & system partners. Takes decisions on difficult and contentious issues where there may be a number of courses of action. Strategic thinking - ability to anticipate and resolve problems before they arise. Demonstrated capability to plan over short, medium and long-term timeframes and adjust plans and resource requirements accordingly. Working knowledge of Microsoft Office with intermediate keyboard skills. Personal Attributes Essential Must be able to prioritise own work effectively and be able to direct activities of others. Experience of managing and motivating a team and reviewing performance of the individuals. Must be able to use initiative to decide relevant actions and make recommendations to Sponsor/ Manager, with the aim of improving deliverables and compliance to policies. Ability to make decisions autonomously, when required, on difficult issues, working to tight and often changing timescales. Needs to have a thorough understanding of and commitment to equality of opportunity and good working relationships both in terms of day-to-day working practices, but also in relation to management systems. Used to working in a busy environment. Adaptability, flexibility and ability to cope with uncertainty and change. Willing to engage with and learn from peers, other professionals and colleagues in the desire to provide or support the most appropriate interventions. Professional calm and efficient manner. Effective organiser, influencer and networker. Demonstrates a strong desire to improve performance and make a difference by focusing on goals. Other Essential Able to make own travel arrangements Must hold full and valid driving licence and have access to a vehicle. Able to communicate effectively using the English language. Communication Essential Must be able to provide and receive highly complex, sensitive or contentious information, negotiate with senior stakeholders on difficult and controversial issues, and present complex and sensitive information to large and influential groups. Negotiate on difficult and controversial issues including performance and change. Ability to work collaboratively across organisations. 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). UK Registration Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window). 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). UK Registration Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window). 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)