Post holder will be joining a highly skilled and dynamic service, working in support of the specialist Older Person's Mental Health Social Care, Bay wide service. With excellent organisational skills and an ability to work proactively in a team and alone, you will be confident and professional in all your dealings as you support the values of the Trust and most importantly, facilitate services for our service users and our partner agencies.
You will utilise a variety of software packages relating to Trust informatics and client records dealing with confidential and complex information.
You will be the first point of contact for the team and proactively prioritise tasks and information, working alongside your colleagues to meet internal and external deadlines and changing demands.
Key Responsibilities
* The post holder will be expected to be organised, flexible and be able to prioritise day to day work and work effectively as part of the team.
* To be a central co‑ordination point for the Mental Health Social Care team.
* Receiving thorough referrals from other professionals, outside agencies, clients, families and carers.
* Liaison with health and social care colleagues in the local community including voluntary sector representatives to collate accurate information to triage appropriateness of referral and ensure the best outcomes for clients.
* To support health and social care team colleagues in the utilisation of a range of case finding tools. These tools will help identify people at risk of loss of independence, potential risk of unnecessary admission to hospital or longer‑term care.
* To be responsible for a high‑quality customer service function in recording contact information, supporting the initial prioritisation of contacts.
* To maintain IT based information systems and take a key responsibility for the production of key performance data.
* To provide efficient administrative support to underpin Adult Social Care processes within Torbay and South Devon NHS Foundation Trust and Devon Partnership NHS Trust.
* On a daily basis communicate with colleagues from the Health and social care team and ensure that relevant information is shared between professionals to aid management of complex clients in the community.
* Contact clients on the phone to gather or impart information; this may include people with varying degrees of communication difficulty for example dysphasia, sensory impairment or mental health issues. Ensure empathy, negotiation, & tact in these situations and also ensure the ability to manage clients who may be low in mood, lacking in motivation, or angry/upset about their current circumstances.
* To liaise, work closely and form strong links with all members of the multidisciplinary team and work closely with outside agencies on a regular basis, such as occupational therapists, physiotherapists, community nurses, GPs, staff in acute hospital setting, community mental health nurses, social care workers and private providers of care.
* On a daily basis communicate medical and social information to the above via various sources including telephone, email or face to face correspondence. This information is always confidential, frequently sensitive and can be contentious and as a result needs to be provided in a professional, appropriate and polite manner in line with data protection and information governance policy.
* Planning and organisation – utilisation of a range of case finding tools.
* To use Paris (social care) IT system, inputting referrals and allocating cases to the triage list.
* To use NHS based IT programmes such as icare, IHCS, EMIS to record statistics and check client data.
* Work in partnership with local primary care teams and specialist staff groups in recording and using information effectively.
* Ability to identify urgency of calls for action accordingly and direct calls to the most appropriate member of the team.
* With assistance from professional colleagues, screen and triage referrals to health and social care and obtain further information where required so a decision can be made about the best pathway for new referrals.
* Awareness and involvement in primary care core group discussions designed to support those clients who are the most vulnerable people living in the community. This may include gathering information updates from any relevant professionals and documenting findings clearly.
* Continue developing and expanding on the good working relationships that exist between all services.
* Coordinate all referrals appropriately, participate in local service development activities and help implement change as and when required.
* Provide a client‑centred approach to ensure all clients and carer's views and opinions are considered and all people who are given an enquiry are given respect, dignity and understanding. Deliver a high quality, efficient and effective service at all times complying with equality and diversity policies and legislation.
* Record contacts in a consistent manner when reviewing a referral where appropriate, which may involve taking contacts from other agencies.
* Effectively signpost contacts to other agencies or sources of help as appropriate.
* Provide feedback to referrers about the outcomes of contacts in accordance with the agreed quality standards.
* Ensure confidentiality process is followed at all times.
* Maintain IT based information systems and responsibility for key performance data.
* Ensure the information governance requirements for recording community health and social care activity are adhered to in collaboration with other team members.
* Provide key performance/activity data within the local Health and social care team.
* Maintain and update client records on database ensuring accurate recording and retrieval of data, produce clear and accurate monthly summaries of required data.
* Record, send and store information in line with the Data Protection Act and Caldicott principles.
* Maintain a robust and integrated records system for the Specialist Mental Health Social Care Provision in accordance with Trust policy.
* Will not have any responsibility for the direct provision of care or treatment to service users. However the post holder will have some contact with service users/clients/carers when gathering information to facilitate referral triage process.
* Act at all times in an anti‑discriminatory manner.
* Plan and respond to workload according to operational priorities.
* Support the delivery of these functions across wider zone(s) areas where necessary.
* Maintain timely and accurate information on local intermediate care, hospital and other relevant service information to support access to urgent care resources.
* Participate in the induction of new staff to the team.
* Take part in regular performance appraisal.
* Undertake any training required in order to maintain competency including mandatory training.
* Contribute to, and work within a safe working environment.
* Adhere to the TSDHCT policies and procedures.
* Assist with the routine review and evaluation of the effectiveness of business support systems for the Social Care Team.
* Alert the Lead of any discrepancies, risks or issues as they arise.
* Assist in maintaining local records and systems as necessary, producing performance information as required.
* Record clear and accurate information on all systems.
* Accurate inputting onto relevant IT systems to ensure any statistical data is up to date and accurate.
* Provide accurate, efficient and flexible administrative support to the Specialist Mental Health Social Care Service.
* Undertake audits as necessary of own work, e.g., assist with routine review and evaluation of the effectiveness of business support systems for the Social Care funding office and make suggestions for appropriate changes to ensure the efficient management of the office.
Benefits and Support
* You will be joining the organisation at an exciting time. As the first fully integrated care organisation in England, we are working to improve the way we deliver safe, high‑quality health and social care. We have a positive and vibrant working atmosphere, we are proud of our investment in our staff both in terms of developing potential career skills and valuing people.
* If you provide support to a family member or friend with health or care needs, we aim to be a Carer‑friendly employer. We have a 'Staff Carers' policy which includes flexible working where possible and a Carer's Passport scheme that links you into support and discounts.
IMPORTANT INFORMATION
* + We reserve the right to close vacancies early if we receive a high volume of applications. Therefore, we encourage you to apply promptly.
* + Please read the job description carefully and tailor your application to reflect the requirements of the role.
* + Applicants who identify in their application form they are a part of the Armed Forces community will be guaranteed an interview, provided they meet the minimum essential criteria outlined in the job description and person specification for the role. Step into Health guidance can be found on our NHS Employers website.
* + Correspondence will be sent via Trac, text, and email. Please ensure you check your email and Trac account regularly.
* + Applicants with no previous NHS experience will ordinarily be appointed to the minimum of the band.
* + If you have not received an invitation to interview within 28 days of the closing date, please assume that your application has been unsuccessful on this occasion.
* + It is your responsibility to ensure the timely receipt of appropriate references.
The Trust is committed to preventing discrimination, valuing diversity and achieving equality of opportunity. No person (staff, patient or public) will receive less favourable treatment on the grounds of the nine protected characteristics as governed by the Equality Act 2010. If you require support you can obtain this from our Equality Business Forum which has representatives from all protected groups.
Organisational Values
As an organisation Torbay and South Devon NHS Foundation Trust (TSDFT) values staff and the diverse experiences and contributions they bring. We pride ourselves in being an inclusive organisation where every individual has the opportunity to make a difference. We are a mindful employer recognising employee health and wellbeing as a fundamental part of our success.
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