Overview
ECHO's collective aim in Coastal West Sussex is to make the last stage of a person’s life as good as possible, through working confidently, honestly and consistently to help each individual and the people important to them.
The ECHO Telephone Referral Coordinator acts as a key point of contact for patients, carers, clinicians, colleagues and external stakeholders. ECHO ensures that they receive a compassionate, courteous and supportive response to a range of queries and requests for information.
Role and responsibilities
* The ECHO Telephone Referral Coordinator will triage callers’ needs and access or signpost to the appropriate Community Services wherever possible, or escalate to a Senior Clinical Assessor.
* Ensure thorough assessments are made with excellent communication skills and clear, accurate documentation that reflects the information provided during the referral process.
* Receive and respond to all referrals to the End of Life Care Hub (ECHO), including electronic, written and telephone, assess urgency, establish appropriateness, and forward to relevant teams in written and verbal format.
* Contribute to enabling ECHO to adhere to Key Performance Indicators.
* Be part of an expanding team based in Lancing; the role predominantly involves telephone triage, liaison and coordination of existing and new patients registered to the ECHO service.
* Support seven days a week, 24 hours a day, 365 days a year coverage for the End of Life Care Hub.
Qualifications and requirements
* Experience in community care in any setting is desirable.
* Excellent administration and communication skills.
* Willingness to make a difference to patients who are in their final stages of life.
* First point of contact for referrals, using excellent verbal and listening skills to ensure accurate referral information is collected.
* Ability to respond to referrals safely and promptly to enable appropriate care in the last year of life.
Working pattern and service details
* The service covers seven days a week, 24 hours a day, 365 days a year.
* Based in Lancing and focused on telephone triage, liaison and coordination for patients registered to the ECHO service.
About the organisation and values
* We are the main provider of NHS community services across East and West Sussex, with 6,000 staff serving 1.3 million people. We deliver essential care to adults and children, helping them manage their health, avoid hospital admissions, and reduce hospital stays.
* Our Trust vision is to provide excellent care at the heart of the community. We offer opportunities across medical, clinical, support, and corporate services.
* Why work for us?
o Positive 2024 NHS Staff Survey results, highlighting compassionate leadership and wellbeing
o Varied environments: community hospitals, patients’ homes, and bases across Sussex
o Flexible working options: part-time, flexi-time, annualised hours, and flexi-retirement
o Excellent training, development, and research opportunities
o Cost-effective workplace nurseries in Crawley, Hove, and Brighton
o Active EMBRACE, Disability & Wellbeing, LGBTQIA+, and Religion & Belief networks
o Level 3 Disability Confident Leader and Veteran Aware Trust
o Beautiful Sussex location near the South Downs and coast
* Our values—Compassionate Care, Working Together, Achieving Ambitions, Delivering Excellence—guide everything we do.
* We embrace diversity and encourage applications from all backgrounds, particularly from ethnically diverse, disabled, and LGBTQIA+ individuals. We aim to create an inclusive environment and support reasonable adjustments during recruitment.
* This post may close early if sufficient applications are received.
Additional information
* The post holder will be the first point of contact for referrals to the End of Life Care Hub (ECHO), using excellent verbal and listening skills to ensure accurate referral information is collected.
* To ensure all referrals are responded to in a safe and timely manner, to enable the patient to receive appropriate care in the last year of life.
* Receive and respond to all referrals to the End of Life Care Hub (ECHO) including electronic, written and telephone. Establish their appropriateness, assessing urgency (and if necessary liaising with the qualified member of staff on duty) and forwarding onto the relevant teams in written and verbal format.
* To enable ECHO to adhere to the Key Performance Indicators.
Note: This advert closes on Monday 6 Oct 2025.
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