Job summary
We have an exiting opportunity for an experienced administrator to join the TALKWORKS Central Team, and lead on all administration functions and processes across our large NHS Talking Therapies Service. The role will involve working closely with the Head of Service, Operational and Professional Leads, and Clinical Team Managers, to develop and ensure that effective, safe and well governed administration processes are in place to support the entry of over 22,000 people into the service each year.
This position will require the post-holder to provide leadership and direction to the Band 4 administration leads of 12 clinical teams, thus the post holder will require good leadership and communication skills as well as detailed administration skills. TALKWORKS, as an NHS Talking Therapies Service, are one of the busiest and highest volume services with DPT, and thus effective and efficient administration processes are critical to the success of the service.
Main duties of the job
The post-holder will:
1. Be responsible for the development of service wide administration processes, alongside senior managers, to support the TALKWORKS service
2. Provide leadership (but not line management) to all the administrators across TALKWORKS
3. Chair and lead the Admin Leads meeting, acting as a liaison between the Admin Leads and the service's Central Team
4. Ensure that all administration processes are enacted in a consistent way across all 12 TALKWORKS teams
5. Have excellent skills in overseeing and managing HealthRoster on behalf of the service, and supporting band 4 Admin Leads with this role
6. Have excellent knowledge and skills in relation to the IAPTus clinical records system, and be able to produce patient and data reports are required by the Central Team
7. To produce the service governance report, bringing together data from various DPT systems, and to present this data at the monthly service Performance and Governance meeting
8. To provide the Central Team and team managers with regular accurate reports with respect of workforce data, including monitoring supervision and career conversation data
9. To oversee service wide waiting lists and ensure the accuracy of the clinical care pathway on IAPTus
About us
About Devon Partnership Trust
We provide mental health, learning disability and neurodiversity services, as well as a range of specialist & secure services for the wider south west region & nationally. We are passionate about promoting good mental health & wellbeing. We strive to use the expertise & resources within our organisation, and through our partnerships, to deliver high quality services that are safe & focused on people's recovery.
We are committed to developing a culture of coproduction, involving patients, families & carers in everything we do
Our values
We not only recruit based on qualifications & experience - we recruit individuals who possess & demonstrate the behaviours which underpin our Trusts core values. These include such attributes as showing a commitment to quality of care, improving lives of others, giving respect, dignity & compassion. We can bring those values to life in our everyday tasks by giving a smile; making time for people; challenging ourselves & others, & being open to new ideas.
We are committed to being an inclusive employer & applications are encouraged & welcomed from all sections of the community, regardless of any protected characteristics as governed by the Equality Act 2010. Part time & flexible working applications will be considered & supported, where possible. We particularly encourage applicants with lived experience of mental health conditions, neurodiversity or learning disabilities. We are a Disability Confident Leader.
Job description
Job responsibilities
J ob Purpose
This post will lead on administration processes across the TALKWORKS service. The post holder will sit in the TALKWORKS Central Team, and work closely with the Head of Service and other members of the Central Team. There is flexibility in where the post holder can be based, although travel to some meetings across Devon on a monthly basis will be required.
The role will lead on most aspects of service wide administration processes, working across TALKWORKS, and will in particular provide leadership to the cohort of Band 4 Business Administrators working in each TALKWORKS team. This will ensure that high quality administration standards are met, that office functions and systems are effective and provide performance information that is available and accurate. They will Chair, attend and participate in meetings, including taking minutes, compile and prepare agendas and supporting papers.
The post holder will have the ability to communicate effectively with a range of people including Clinical Team Leads, Therapists and people using the service. This will require a good telephone manner and customer service skills.
The post holder will be a strong team player with excellent verbal and written communication skills. They will complete their work in a timely and efficient manner, be able to identify solutions and be willing to learn and progress their skills. They will be flexible and able to support the team when required and are able to multi-task in a demanding environment.
Duties and Responsibilities
C ommunication and Working Relationship Skills
10. Liaise with a wide range of stakeholders
11. Provide the Head of Service and other Senior Managers with up to date, relevant performance information in a timely manner. Information must be communicated clearly and considerately at all times both over the telephone and when face to face.
12. To attend and participate in meetings using motivational and good negotiation skills and to take minutes of meetings as required.
13. To liaise with senior managers, consultants, clinicians and commissioners regarding information requirements, Key Performance Indicators, referrals and other appropriate business information, ensuring it is supplied in an accurate and timely manner and in line with national definitions, policies and procedures.
14. The work is high profile and the post holder will therefore need to demonstrate high-level communication skills using developed persuasive, motivational and negotiation skills to provide and receive sensitive and complex information and data in relation to the directorate, which they will need to compile/share with a wide range of stakeholders.
15. Build and maintain effective and positive working relationships, internal and external to the organisation, to enable the efficient collection of data and information.
16. Interpret and advise on data and office management functions
17. Set up and manage effective office management systems to support the service delivery.
18. Promote social inclusion regardless of age, ethnicity, gender, sexual orientation or disability Work to the Data Protection policy.
A n alytical and Judgmental Skills
19. Interpret and apply accurate and timely information to managers and services in a format that is easily understood and relevant to the decision making process. This will involve the receipt of complex and sensitive information to analyse, interpret and present in an appropriate form.
20. Identify and correct the cause for data anomalies and validation errors that occur during the process of analysis
21. Deal independently with routine business matters in a professional, prompt and effective manner and use own initiative in the absence of members of the directorate management team to ensure that urgent matters are brought to the attention of the appropriate person.
22. Exercise significant levels of judgment and decision-making in dealing with complex enquiries and deal with difficult and abusive calls from, for example, complainants/people who use our services and carers. Make independent judgment as to what action needs to be taken.
23. Deal appropriately with confidential, commercial, contentious and urgent information, exercising good analytical skills and sound judgment.
P l anning and Organisational Skills
24. Plan and produce monthly performance reports for the Directorate in a timely fashion.
25. Manage and facilitate site visits such as designation/CQC, acting as a liaison between visitors and the site, ensuring all necessary information/evidence is available.
26. Organise a range of events including directorate business meetings and conferences, grievance hearings, inquiries.
27. Compile and prepare agendas, and supporting papers.
28. Plan and prioritise diaries for the directorate team, reprioritising as necessary.
29. Timely completion of statutory documents on behalf of the management team.
R esponsibility for Patient/Client Care, Treatment and Therapy
30. Provide general, non-clinical advice, information and guidance to patients, relatives and carers. To communicate with patients in a courteous, professional and timely manner at all times.
31. To receive telephone calls and accept messages on behalf the team and take appropriate action where necessary.
32. To liaise with appropriate personnel in the multidisciplinary team to gather and co-ordinate information so that it is accessible in a timely manner.
R esponsibility for Policy and Service Development Implementation
33. To co-ordinate and lead the service development of reporting systems and methodologies through analysis and interpretation of data to produce management information reports.
34. Oversee and provide assurance of data quality via regular reconciliation and audit processes.
35. Develop team specific report suites to provide timely information using automated techniques where possible.
36. Implement local and Trust policy and procedures.
37. Ensure Business Continuity Plans are in place.
38. Develop local administrative procedures.
39. Lead on review of administration services and changes to administrative policies/procedures.
40. Implements policies, proposes changes to policies and impact beyond own area. Responsible for implementing policies, government initiatives; develop policies with impact on clinical staff and other agencies risk management, health and safety.
R esponsibility for Finance, Equipment and Other Resources
41. Authorise stationery orders and other necessary items for the team via the relevant procurement system.
42. To monitor and maintain use of supplies and ensure this is done efficiently and cost effectively in line with the needs of the service
43. Ensure procurement processes are effective and cost saving
44. Authorised signatory for time sheets, travel claims etc.
45. Budget setting for service: procurement of all supplies for service. Responsible for budget setting for practice: procurement of equipment and supplies.
46. To monitor budget spend.
47. To liaise with accountants regarding budgets.
48. To escalate any concerns to the service manager.
49. Manage all expenses administration.
50. Manage stationary and ensure orders are completed.
51. Manage the delegated transport budgets and monitor expenditure.
52. Contract monitoring meetings attendance Health Roster and Transport.
53. Oversee and process the services workflow via trust system Agresso
R esponsibility for Human Resources, Supervision, Training, HR Advice and M anagement
54. Line management of staff including carrying out supervision/PDRs, absence management, core learning and problem solving.
55. Provide training/learning initiatives relevant to position.
56. Advise/train on Trust information systems including orbit, risk management etc
57. To demonstrate effective leadership/ management skills.
58. To monitor all sickness absence completing level 1 and level 2 meetings, ensuring all procedures are followed in a timely manner.
59. To assist service manager in setting staff rosters.
60. Ensure annual leave and TOIL planned and recorded accurately.
61. Ensure all supervisions and appraisal meetings are carried out in a timely manner, are recorded appropriately and escalating concerns to the service manager.
62. To develop and empower junior staff within the team.
R esponsibility for Information Resources and Administrative Duties
63. Manage access to relevant information from databases/spread sheets to support performance processes
64. Manage the production of balance scorecards, KPIs, performance reports and ad-hoc reports. Prepare and present reports and a range of complex information in a range of formats
65. Take, transcribe and distribute formal minutes
66. Ensure that appropriate systems are developed and maintained to prompt bring forward information or follow-up that is required for appointments, meetings and projects etc. and for outstanding work that has been requested by a certain deadline.
67. Provide an effective business support service to include; audio/copy typing correspondence, documents, reports, minutes, presentations, flyers, hand-outs
68. Completion of statutory documents on behalf of the management team
69. Create, maintain and develop information databases/spread sheets producing queries, reports and macros.
70. Prepare and present a range of complex information, in a range of formats ( graphs, charts audio/copy typing correspondence, documents, reports, minutes, presentations, flyers, handouts etc.
71. Take, transcribe and distribute formal minutes.
72. The post holder will be able to design, develop, maintain, document and test new databases and reporting systems in line with management requirements
Person Specification
Communication & Relationships
Essential
73. Excellent interpersonal skills
74. Able to communicate with people at all levels
75. Effective verbal and written communication skills for conveying complex information
76. Maintain high level of confidentiality at all times
77. Ability to deal with sensitive and contentious information
Experience
Essential
78. Substantial recent (within last 5 years) experience working with senior managers/director level.
79. Experience in similar role
80. Excellent knowledge of all software applications particularly use of Word, Excel and PowerPoint preparation
81. Experience of information management and knowledge of corporate identity
82. Experience working as part of a team
83. Experience of managing staff
Desirable
84. Experience of working in the NHS
85. Understanding of Mental Health issues and health service terminology.
Qualifications
Essential
86. Business/professional qualification to degree level or equivalent knowledge and experience. Managerial knowledge, project monitoring, supervisory, workload management, acquired through a degree, or equivalent training and substantial experience.
87. Appropriate Qualification which supports IT skills ECDL
Analytical and Judgement
Essential
88. Ability to prioritise own work and conflicting demands
89. Ability to problem solve
90. Ability to work accurately and with attention to detail
91. Ability to interpret information
92. Ability to analyse complex data to produce succinct information appropriate to its audience
93. Ability to work without daily supervision and be accountable for own actions.
Planning & Organisation
Essential
94. Able to plan own workload
95. Organised and methodical
96. Self-motivated and proactive
97. Ability to manage complex tasks with tight deadlines.