Duties andResponsibilities To be responsible as the first point of contact for receiving, directing and monitoring calls from complainants. To obtain accurate details from the complainant, maintaining confidentially and ensuring compliance with General Data Protection Regulations (GDPR). To maintain an empathetic approach, whilst interpreting the needs of distressed /bereaved complainants. Discuss and agree actions with the Concerns Manager or experience member of the team, to facilitate early resolution wherever possible. Ensure detailed and accurate logging of information received from the complainant onto RLDatix. Provide administrative support to the Putting Things Right Team in dealing with complaints. Copy typing of correspondence to an accurate standard and within time limits thus requiring advanced keyboard skills. Complaint letters and serious incident reports can contain sensitive and clinical information and the role can involve typing letters or reports of a distressing nature. Use and knowledge of RLDatix to assist with the maintenance of an electronic filing system for complaints and serious incidents. Assist in the complaints process for ensuring that draft complaint response letters that are sent to the Putting Things Right Team are correctly formatted and printed, prior to sign off by the Chief Executive. Ensure all signed responses, and any supporting documents, are sent out in line with the PTR process and in a timely manner. Use electronic diary to assist in arranging meetings for the Putting Things Right Team. To co-ordinate training sessions/book rooms and venues and set up equipment as requested or as and when required. The post holder will be required to use the software packages that are in operation within the Health Board including, Word, Excel, PowerPoint and Outlook. Also, input and access information on RLDatix (i.e., web based Datix for incidents and separate module for complaints). To approach the role with utmost confidentiality, ensuring that systems are in place to maintain the confidential nature of the issues being addressed. Maintain a robust system for capturing messages and feeding these back to the Putting Things Right Managers. General office duties such as filing, photocopying and scanning documents and maintaining and monitor of mail log. Provide support to the Public Services Ombudsman for Wales (PSOW) and the Serious Incident Team, if required. To follow and adhere to departmental and ABUHB policies and procedures. To demonstrate own duties to new starters as required. Communication The post holder must demonstrate a professional approach and follow general GDPR regulations, as they will be dealing with many contacts, both within and outside the Health Board, where information is often highly confidential. Exercise judgement and tact when dealing with telephone messages from staff and members of the public, passing them on appropriately and using own initiative to respond to them as required. Dealing with sensitive enquiries from patients and their relatives with regard to concerns about clinical care in a sympathetic and caring manner, sometimes in distressing circumstances. Dealing with telephone calls from members of the public often necessitating the need to be diplomatic and show empathy as required. Ability to recognise when further professional /clinical support is required. Information Resources Support the team in relation to the recruitment process via Trac system ensuring vacancy approval is undertaken in a timely manner and coordinating diaries to accommodate shortlisting and interviewing schedule and that post interview procedure is followed. To ensure all staff information is entered in a timely and systematic manner in order to facilitate the production of up-to-date and accurate reports. Responsibilities for Financial Resources To process requisitions via Oracle This exciting opportunity has arisen to join a motivated, dynamic, Corporate 'Putting Things Right' Team. These part time roles involve being first point of contact for people raising telephone concerns, along with wider administrative support provision to the 'Putting Things Right' team.Are you a caring, compassionate, professional person who wishes to make a real difference? If you have excellent interpersonal skills, are a greatcommunicator, are flexible, approachable and a team player this could be the role for you. You will be required to work proactively, enthusiastically, and collaboratively with the wider Health Board to improve quality and patient safety. 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.