Job summary 37.5 hours per week. We are looking for someone who can support the small friendly team in the smooth running of our therapy service to people with complex emotional needs (including personality disorders). We offer virtual individual and group therapy and in person individual and group therapy for people who live in Plymouth. The ideal candidate will be enthusiastic about supporting the Pathway, Clinical and Operational Leads and Manager to ensure we have robust and efficient systems and processes in place from referral in to discharge from the service. Main duties of the job The role will include supervising and supporting other admin team members and supporting recruitment and staff record keeping processes. The role requires someone who can work on own initiative, is organised and able to prioritise competing demands. You will be available to work from a Plymouth base and also flexibly from home. You will manage inboxes, co-ordinate diaries and meetings mainly via Teams as well as liaising with other professionals, teams and clients maintaining good working relationships. Business support experience in collating and presenting data will be required. Experience of patient record systems (S1) and staff record systems (ESR eRoster) would be an advantage however we can offer training. This role may not be eligible for sponsorship under the Skilled Worker route; please refer to the Direct Gov website for more information with regards to eligibility. Please note that Livewell may close the job advertisement earlier than the specified deadline if a high number of applications are submitted. Therefore, we recommend you submit your application at the earliest opportunity. All Livewell staff are expected to be able and willing to work across a 7 day service. About us Livewell Southwest is an independent, award-winning social enterprise delivering integrated health and social care services across Plymouth, South Hams, and West Devon, with specialist services in parts of Devon and Cornwall. Our teams work in community hospitals, GP practices, sports centres, and health hubs. As an organisation with a strong social conscience we are guided by our values,kindness, respect, inclusivity, ambition, responsibility, and collaboration. We focus on transforming services to ensure sustainability, while empowering staff and those we serve. We involve the people we care for, along with their families and carers, in shaping the care they receive, striving to deliver the right care at the right time and place. Centering our work on individual needs helps people lead healthy, independent lives. We prioritise employees' development, offering protected CPD time, training pathways, leadership programs, and funding for qualifications like the Care Certificate and Nurse Training Scholarships. Our induction and preceptorship programs ensure a smooth transition into our organisation. Livewell Southwest values diversity and encourages applications from all sections of the community, including those with armed forces experience, lived experience of mental health, neuro-diverse conditions and learning disabilities. If you need assistance or reasonable adjustments during the application process, contact the Recruiting Manager listed in the job advert. Date posted 19 February 2025 Pay scheme Agenda for change Band Band 3 Salary £24,071 to £25,674 a year pa, pro-rata Contract Permanent Working pattern Full-time, Part-time, Job share, Flexible working Reference number B9832-2025-AC-1776 Job locations Hybrid/Livewell Southwest Centre Court 73 Exeter Street Plymouth Devon PL4 0AH Job description Job responsibilities Job Description Livewell Southwest 1. Locality Based in a locality Service but may be moved dependant on organisational need 2. Job Title Service Administrative Supervisor Office Manager, including Referral Coordination, Pathway Administration and Data Management 3. Pay Band Band 3 4. Base and Service this needs to reflect the service and where the work is delivered The primary role will be within the Complex Emotional needs Service (Personality Disorders) but post holder may be required to work across a number of different locations & teams providing reciprocal cover arrangements 5. Reports to Line Manager Service Manager 6. Accountable to Professionally/managerially Senior Manager 7. Dimensions and Context of Role To deliver an effective and competent level of administrative support and consistently deliver a client focussed service which promotes good customer service and effective working relationships. To be responsible for providing daily administrative support in the allocated service area ensuring business priorities are met for example: maintaining records, minute taking, data inputting and reception duties. Typing of confidential reports letters which may be supplied via hard copy and or dictation, which may contain distressing information as requested to meet service needs. Working proactively to support team. Ability to work on own and proactively as part of a team. To provide the day to day supervision and line management of junior staff where appropriate and report to clinical team managers and service support manager. To deliver admin projects to support the clinical teams under the joint direction of the clinical team managers and service managers. The job description and person specification are an outline of the tasks, responsibilities and outcomes required of the role. The job holder will need to be flexible to carry out any other duties as may be reasonably required by their line manager. 8. Organisational Chart Pathway Lead, Clinical Lead and Operational Manager THIS POST Admin Therapy & Peer Support Administrative Support staff Links across & Liaising with Professional Clinical staff, teams, all stakeholders, public and clients 9. Key Tasks and Responsibilities of the Post Delivery Management of Service Supports the daily smooth administrative operation of the service interventions offering business support to the Management and Leadership Team, including diary and in box management. Ensures the smooth administration of the referrals into the service and all administrative processes through to discharge including, data, reports and surveys. Delegation of administrative tasks to other members of the admin team. Provide support to customer/clients and visitor/professionals/teams when required, acting as the first point of enquiry, updating S1 appointment calendar with arrivals DNAs, sign posting individual to relevant information or service. Delegation of duties where appropriate. Promote the image of the service, checking that notices and leaflets are up to date & well presented. Ensure that all complaints, compliments, concerns, comments and suggestions are appropriately recorded, and where possible resolved within level of role or escalated appropriately, supporting junior staff where necessary. Respond to telephone, email and written queries on behalf of the team including call handling where appropriate. Recording all contacts on S1 and taking/directing messages. To produce informal and formal minutes as an accurate record of meetings, transcribing and distributing as directed. This includes mini-MDT and weekly MDT. Deal with all referrals, e-referrals directed to the team e.g. Refer to MDT, upload documents, check standard and accept/decline referrals, request any additional information from referrers etc. Maintain accurate and timely electronic and hard copy information e.g. DQ errors, updated G drive information ensuring ease of access, retrieval as appropriate and in line with policies. Be proactive and contribute ideas for improvement in the way the service is delivered. Ensure that all office support services e.g. post, scanning, filing, photocopying, are delivered in a timely manner. Maximise the use of electronic systems to enable effective management of the service area such as Microsoft Office and patient record systems Able to work on own initiative, prioritising work within defined policies and procedures to set timescales Team Support Support Clinical Team Manager with diary management, information/data gathering, document production (e.g. flow charts), updating ESR with supervision records/appraisals and ad-hoc requests for support. Support the recruitment and record keeping processes of new staff, communications, new file, interview appointments and so on. Manage Security processes, alarms on behalf of team, including assigning, maintaining records and usage reports, prompting team to test regularly etc Assist Clinical Team Manager with e-Roster management. Liaise with management team regarding annual leave, time owing, overtime and input agreed outcomes. Supporting operational staff to access management information; electronic and hard copy Data Management Collect and collate data to enable managers to monitor budgets and performance in relation to business support function with support of line manager. Collect, collate and prepare information for service area users with support of line manager. Staff management & development Provide the day-to-day supervision and line management of junior staff where appropriate, including performance management, absence management and appraisal. Demonstrate own activities to new or less experienced employees. Ensure junior staff hand out relevant questionnaires, Friends & Family and input this onto system. Financial management Monitor stock e.g. stationery and order supplies and equipment as required within the business area. Undertake surveys or audits as directed. 10. Physical Effort Frequent sitting & standing. Inputting at a keyboard for most of day, frequent light effort to lift, sort & file case notes. May have to occasionally move presentation equipment and office supplies or clinic consumables. 11. Mental Effort Frequent concentration is required when inputting into systems, typing documents, making appointments & processing records with a need to ensure accuracy. The work is usually predictable but there may be unscheduled priority tasks, interruptions from telephone calls, enquiries and staff & occasionally imposed deadlines. 12. Emotional Effort There may be some exposure to service users who may exhibit high emotions, difficult & challenging behaviours. 13. Working conditions Exposure to unpleasant conditions is rare/occasional. May be exposed to verbal aggression from patients. Use VDU for high proportion of time. The flexible nature of the job may require post holder to move within the team or within the wider organisational setting as required and undertake similar duties. 14. Key Behaviour Competencies Working together Be straightforward in our dealings with each other and build relationships Listen to others and explain the decisions we have made Recognise and remove barriers to action Create an open and positive learning culture Learn from mistakes & ask others for support where necessary Be aware of ones own behaviour, values, attitudes, strengths and weaknesses. Ability to reflect on ones behaviour and change them. Uphold the values and be proud to be part of the organisation Ensure appearance is professional & name badge visible Act With Integrity Be honest and do what you say you will do Take responsibility and be accountable for your actions Guard and build the organisations reputation Take into account the human and social impact of our work Treat everyone in a friendly, courteous manner; smile & make eye contact Building Success Together Be compassionate and accepting of others. Be straightforward in our dealings with each other and build relationships Listen to others and explain the decisions we have made Agree on our goals and see them through Treat each other with dignity and respect Learn from each others experiences Understand and recognise each others contributions of being of equal value Be prepared to challenge the status quo Contribute to the organisations success Stretch the boundaries of personal performance Look for better ways of working to achieve improvements Caring for patients Aim to meet the needs of our patients and partners in care Use initiative to enhance care in innovative and imaginative ways Respect individual cultural differences; challenge bias & prejudice Provide a high quality and safe service for patients Maintain privacy and ensure confidential information is kept safe Question poor practice, process & behaviour Job description Job responsibilities Job Description Livewell Southwest 1. Locality Based in a locality Service but may be moved dependant on organisational need 2. Job Title Service Administrative Supervisor Office Manager, including Referral Coordination, Pathway Administration and Data Management 3. Pay Band Band 3 4. Base and Service this needs to reflect the service and where the work is delivered The primary role will be within the Complex Emotional needs Service (Personality Disorders) but post holder may be required to work across a number of different locations & teams providing reciprocal cover arrangements 5. Reports to Line Manager Service Manager 6. Accountable to Professionally/managerially Senior Manager 7. Dimensions and Context of Role To deliver an effective and competent level of administrative support and consistently deliver a client focussed service which promotes good customer service and effective working relationships. To be responsible for providing daily administrative support in the allocated service area ensuring business priorities are met for example: maintaining records, minute taking, data inputting and reception duties. Typing of confidential reports letters which may be supplied via hard copy and or dictation, which may contain distressing information as requested to meet service needs. Working proactively to support team. Ability to work on own and proactively as part of a team. To provide the day to day supervision and line management of junior staff where appropriate and report to clinical team managers and service support manager. To deliver admin projects to support the clinical teams under the joint direction of the clinical team managers and service managers. The job description and person specification are an outline of the tasks, responsibilities and outcomes required of the role. The job holder will need to be flexible to carry out any other duties as may be reasonably required by their line manager. 8. Organisational Chart Pathway Lead, Clinical Lead and Operational Manager THIS POST Admin Therapy & Peer Support Administrative Support staff Links across & Liaising with Professional Clinical staff, teams, all stakeholders, public and clients 9. Key Tasks and Responsibilities of the Post Delivery Management of Service Supports the daily smooth administrative operation of the service interventions offering business support to the Management and Leadership Team, including diary and in box management. Ensures the smooth administration of the referrals into the service and all administrative processes through to discharge including, data, reports and surveys. Delegation of administrative tasks to other members of the admin team. Provide support to customer/clients and visitor/professionals/teams when required, acting as the first point of enquiry, updating S1 appointment calendar with arrivals DNAs, sign posting individual to relevant information or service. Delegation of duties where appropriate. Promote the image of the service, checking that notices and leaflets are up to date & well presented. Ensure that all complaints, compliments, concerns, comments and suggestions are appropriately recorded, and where possible resolved within level of role or escalated appropriately, supporting junior staff where necessary. Respond to telephone, email and written queries on behalf of the team including call handling where appropriate. Recording all contacts on S1 and taking/directing messages. To produce informal and formal minutes as an accurate record of meetings, transcribing and distributing as directed. This includes mini-MDT and weekly MDT. Deal with all referrals, e-referrals directed to the team e.g. Refer to MDT, upload documents, check standard and accept/decline referrals, request any additional information from referrers etc. Maintain accurate and timely electronic and hard copy information e.g. DQ errors, updated G drive information ensuring ease of access, retrieval as appropriate and in line with policies. Be proactive and contribute ideas for improvement in the way the service is delivered. Ensure that all office support services e.g. post, scanning, filing, photocopying, are delivered in a timely manner. Maximise the use of electronic systems to enable effective management of the service area such as Microsoft Office and patient record systems Able to work on own initiative, prioritising work within defined policies and procedures to set timescales Team Support Support Clinical Team Manager with diary management, information/data gathering, document production (e.g. flow charts), updating ESR with supervision records/appraisals and ad-hoc requests for support. Support the recruitment and record keeping processes of new staff, communications, new file, interview appointments and so on. Manage Security processes, alarms on behalf of team, including assigning, maintaining records and usage reports, prompting team to test regularly etc Assist Clinical Team Manager with e-Roster management. Liaise with management team regarding annual leave, time owing, overtime and input agreed outcomes. Supporting operational staff to access management information; electronic and hard copy Data Management Collect and collate data to enable managers to monitor budgets and performance in relation to business support function with support of line manager. Collect, collate and prepare information for service area users with support of line manager. Staff management & development Provide the day-to-day supervision and line management of junior staff where appropriate, including performance management, absence management and appraisal. Demonstrate own activities to new or less experienced employees. Ensure junior staff hand out relevant questionnaires, Friends & Family and input this onto system. Financial management Monitor stock e.g. stationery and order supplies and equipment as required within the business area. Undertake surveys or audits as directed. 10. Physical Effort Frequent sitting & standing. Inputting at a keyboard for most of day, frequent light effort to lift, sort & file case notes. May have to occasionally move presentation equipment and office supplies or clinic consumables. 11. Mental Effort Frequent concentration is required when inputting into systems, typing documents, making appointments & processing records with a need to ensure accuracy. The work is usually predictable but there may be unscheduled priority tasks, interruptions from telephone calls, enquiries and staff & occasionally imposed deadlines. 12. Emotional Effort There may be some exposure to service users who may exhibit high emotions, difficult & challenging behaviours. 13. Working conditions Exposure to unpleasant conditions is rare/occasional. May be exposed to verbal aggression from patients. Use VDU for high proportion of time. The flexible nature of the job may require post holder to move within the team or within the wider organisational setting as required and undertake similar duties. 14. Key Behaviour Competencies Working together Be straightforward in our dealings with each other and build relationships Listen to others and explain the decisions we have made Recognise and remove barriers to action Create an open and positive learning culture Learn from mistakes & ask others for support where necessary Be aware of ones own behaviour, values, attitudes, strengths and weaknesses. Ability to reflect on ones behaviour and change them. Uphold the values and be proud to be part of the organisation Ensure appearance is professional & name badge visible Act With Integrity Be honest and do what you say you will do Take responsibility and be accountable for your actions Guard and build the organisations reputation Take into account the human and social impact of our work Treat everyone in a friendly, courteous manner; smile & make eye contact Building Success Together Be compassionate and accepting of others. Be straightforward in our dealings with each other and build relationships Listen to others and explain the decisions we have made Agree on our goals and see them through Treat each other with dignity and respect Learn from each others experiences Understand and recognise each others contributions of being of equal value Be prepared to challenge the status quo Contribute to the organisations success Stretch the boundaries of personal performance Look for better ways of working to achieve improvements Caring for patients Aim to meet the needs of our patients and partners in care Use initiative to enhance care in innovative and imaginative ways Respect individual cultural differences; challenge bias & prejudice Provide a high quality and safe service for patients Maintain privacy and ensure confidential information is kept safe Question poor practice, process & behaviour Person Specification Experience Essential Substantial experience of working in administration in a mental health or social care office environment. Experience of navigating and updating SystmOne Experience of taking minutes Experience of supervising other staff members Knowledge and Skills Essential Working knowledge of Microsoft Office including Word, Excel and MS Teams. Understanding of confidentiality & data protection act Able to build effective working relationships with customers and colleagues/staff. Working knowledge of SystmOne. Experience in a similar system may be considered. Clear communicator with excellent verbal, face to face, writing, typing, data entry and telephone skills. Ability to prioritise own workload and support managers to prioritise. Ability to work effectively as part of a team. Ability to use initiative organising own workload to set deadlines within the scope of role. Organised, efficient and accurate. Flexible and adaptable willing to learn new skills. Able to analyse problems and initiate appropriate solutions effectively. Able to apply tact and sensitivity to establish trust and support. Ability to travel to provide timely travel to bases in Plymouth. Desirable Understanding of healthcare services and national requirements in inpatient and outpatient booking systems. Adult Safeguarding Further continuous training and development in business support or administration Qualifications Essential Educated to NVQ 3 in a relevant subject or equivalent level of qualifications or significant equivalent previous experience and knowledge Minimum 5 GCSE level or equivalent, to include English and Maths Desirable NVQ 3 in Business Administration or equivalent Person Specification Experience Essential Substantial experience of working in administration in a mental health or social care office environment. Experience of navigating and updating SystmOne Experience of taking minutes Experience of supervising other staff members Knowledge and Skills Essential Working knowledge of Microsoft Office including Word, Excel and MS Teams. Understanding of confidentiality & data protection act Able to build effective working relationships with customers and colleagues/staff. Working knowledge of SystmOne. Experience in a similar system may be considered. Clear communicator with excellent verbal, face to face, writing, typing, data entry and telephone skills. Ability to prioritise own workload and support managers to prioritise. Ability to work effectively as part of a team. Ability to use initiative organising own workload to set deadlines within the scope of role. Organised, efficient and accurate. Flexible and adaptable willing to learn new skills. Able to analyse problems and initiate appropriate solutions effectively. Able to apply tact and sensitivity to establish trust and support. Ability to travel to provide timely travel to bases in Plymouth. Desirable Understanding of healthcare services and national requirements in inpatient and outpatient booking systems. Adult Safeguarding Further continuous training and development in business support or administration Qualifications Essential Educated to NVQ 3 in a relevant subject or equivalent level of qualifications or significant equivalent previous experience and knowledge Minimum 5 GCSE level or equivalent, to include English and Maths Desirable NVQ 3 in Business Administration or equivalent 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 Livewell Southwest Address Hybrid/Livewell Southwest Centre Court 73 Exeter Street Plymouth Devon PL4 0AH Employer's website https://www.livewellsouthwest.co.uk/ (Opens in a new tab)