Welcome and greet all visitors to the department and ensure that all communications result in effective person-centred care. To assess the needs of all individuals attending/contacting the service and to identify the required level of intervention. The post holder will communicate and provide and receive complex or sensitive, non-clinical information to visitors and signpost to the relevant specialist support services and clinical teams. To be able to recognise any safeguarding triggers or concerns and escalate to the appropriate person, which can include the safeguarding team. Provide all visitors with accurate and up-to-date information in all formats and support accessibility to different forms of communication. To be responsible for the day-to-day co-ordination of the information centre under guidance of the Living with Cancer Manager ensuring the centre is open between the hours of 9am 4pm. To undertake such other duties as and when required relevant to the role and appropriate to the grade. This will include supporting patients to complete the patient experience surveys and from these interventions assess the patients information and support needs and signpost patients to the relevant information/support they require. Responsible for ensuring electronic data bases are maintained. Complete data input for footfall and wig prescriptions. Analyse the data to complete the monthly board report and provide to the relevant Service Manager. To recognise the need for referral to specialised services and clinical nurse specialists & specialist clinical teams and be able to escalate any concerns or level 3 or 4 contact to the relevant staff ensuring working within the boundaries of the role. Maintain excellent communication with patients, relatives regarding aspects of care and demonstrating a variety of communication skills. To work with the patient information team and develop information available to patients. To manage, supervise volunteers working in the information centre ensuring adherence to standard of practice and trust policy. Develop detailed about specialist support services internal and external to the Christie NHS Foundation Trust. Plan and implement promotional events such as disease awareness months and organise participation in well-being events. To be responsible for ensuring the information used in the information centre and all patient area is up-to-date, relevant and consistent in digital or paper format. This will require planning skills to ensure there are not issues in providing information. To identify and lead on implementing and evaluating new initiatives to enhance service provision. May be required to contribute to and implement new policies. Responsible for ordering new stock and raising requisitions and monitoring of activity under the guidance of the manager. Have a basic understanding of the Trusts standard financial instructions (SFI) To answer queries promptly and courteously, taking appropriate actions according to the mode of enquiry or the information required. To inform or refer enquiries or problems to the relevant qualified staff where appropriate. Actively support and assist in alleviating distress and anxiety of patients or carers, by directing to relevant specialist services. Proactively help patients and carers to take an active role in care delivery. Demonstrate respect for the individual patient, ensuring religious, cultural and social needs are considered at all times and acknowledge their individual rights. In all situations ensure consideration is made to the patients cultural background. May be required to demonstrate and assist more junior staff to gain experience, skills and knowledge. To manage and supervise volunteers working in the information centre ensuring adherence to standards of practice and trust policy. Contribute to effective team working, by being fully involved, committed and participative to achieving full potential. Develop personal awareness of others perceptions, acknowledging and changing behaviour in response to any constructive feedback. Undertake all training required to perform duties effectively to the requirements of the post and contribute to personal development. Undertake clerical duties as directed in relation to all verbal and written communications, ensuring messages and communications are passed to other team members, storage and retrieval of such information. Be responsible for planning and leading the co-ordination of end of life weddings on the wards under the management of the LWC manager and to coordinate with the relevant ward staff without direct impact on the cancer information centre. Be responsible for liaising with the wards to promote the information centre services available, coordinate keeping the information racks up to date and providing hair loss support to ward patients unable to visit the information centre. Special working conditions Physical effort the role requires speed and accuracy to maintain a high quality and efficient service. Combination of sitting, standing and walking in restricted position. Light physical effort to carry health information literature to replenish shelves. Mental effort regular concentration required in relation to responding to and meeting patients and relatives needs. Dealing with complex and changing care needs and enquiries. Robust verbal and written communication skills required at all times. Emotional effort exposure to difficult situations including dying, distressed patients and relatives/carers. Working conditions very occasional lone working for short periods of time. Rarely may be exposed to aggression for patients or their relatives/carers.