As a Call Handler in our Clinical Co-ordination Centre, you will be the first point of contact for patients, carers and healthcare professionals calling the charity. Liaising with registered nursing staff, Clinical Nurse Specialists and wider community teams, you will ensure patients are prioritised appropriately.
About us
Hospiscare has been supporting people in Exeter, Mid and East Devon with terminal illnesses for over 40 years. Our services include support at home, a specialist palliative care ward, out-patients clinics, and supportive therapies.
We support close to 2,200 local people each year, in some of the hardest times possible. As a local charity, we raise around £10 million each year to continue to provide our care. Our staff, volunteers and supporters help us to care for people when they're most in need, no matter what their individual circumstances may be.
We're proud to be rated as 'five star' by patients and families and as 'outstanding' by the Care Quality Commission, to have been awarded a Mind Bronze Award for wellbeing at work and to be a Disability Confident employer.
Job responsibilities
Job Description
1. JOB DETAILS
Job Title: Call Handler (Health Care Assistant)
Band: 3
Location: Clinical Coordination Centre, Searle House EX2 5JJ
Responsible To: Community Cluster Team Leader (CCTL)
Responsible For: N/A
Accountable to: Head of Community and Supportive Care Services
2. JOB PURPOSE
Job description
Job responsibilities
Job Description
1. JOB DETAILS
Job Title: Call Handler (Health Care Assistant)
Band: 3
Location: Clinical Coordination Centre, Searle House EX2 5JJ
Team/Directorate: ExeterCommunityCluster
Responsible To: Community Cluster Team Leader (CCTL)
Responsible For: N/A
Accountable to: Head of Community and Supportive Care Services
2. JOB PURPOSE
To provide holistic and person-centred careand support by telephone for patients with complex life-limiting illnesses.
To work within the multi-disciplinary teamand alongside registered nursing staff to contribute to the delivery of a highstandard of evidence-based specialist palliative care.
3. KEY RESULT AREAS/PRINCIPALDUTIES AND RESPONSIBILITIES
3.1Main Responsibilities
Provide a first point of telephone contact forpatients, carers and healthcare professionals to ensure a timely responsewhenever information or support is required.
Liaise with Hospiscares Clinical Nurse Specialistteams to ensure a consistent approach to the triage process and that patientsare prioritised appropriately.
Assist in the identification of appropriatepalliative and end of life care for patients in order to provide safe andeffective treatment and support to patients and those close to them.
Communicate in a sensitive and professional manner withpatients, relatives, colleagues and others, considering potential barriers tounderstanding, to promote and maintain Hospiscares values and to ensuredignity and respect are observed.
Adhere to Hospiscares clinical recordkeepingpolicy when providing and sharing verbal, digital or written information andinstructions, to ensure patient confidentiality is observed at all times.
Attend and contribute to multi-disciplinary teammeetings and case discussions to inform decisions which ensure patients receivethe best possible care.
Assist with the identification and assessment ofcomplex bereavement to enable a seamless handover to Hospiscares SupportiveCare team.
InfectionPrevention and Control
Maintaininga safe environment for patients, visitors and employees is everyonesresponsibility. All staff are requiredto adhere to Hospiscares Infection Prevention and Control Policy and makeevery effort to maintain high standards of infection prevention and control atall times. This includes ensuringpersonal and team compliance with all relevant policies and procedures, andacting upon or reporting any identified risks.
Disclosure and Barring Service
This rolerequires a Disclosure and Barring Service (DBS) Enhanced level check withAdults Barred List.
3.2 KeyContacts
Internal
ClinicalCoordination Centre team
Community Cluster Team LeaderCommunity Clinical Nurse SpecialistteamsHead of Community and Supportive CareServicesMedical team
InpatientUnit team
Supportive Care Services
ClinicalAdministration
External
Patientsand those close to them
RoyalDevon & Exeter Hospital
NHSCommunity Services
GeneralPractitioners
Socialand Domiciliary Care Workers
Residentialand Nursing Homes
Providersof out-of-hours services
3.3 Health& Safety
Ensurethat Health and Safety guidelines and fire regulations are strictly adhered to
Complywith safe working practices as defined by Hospiscare
Completeonline training as and when required
Takereasonable care for your own health and safety and that of others who may beaffected by acts or omissions at work
Reportany accidents, incidents or near misses as soon as reasonably practicable
Manageown work life balance and general wellbeing, including any relevant pressuresin respect of lone working, travel, difficult environments and challengingsituations
3.4 General
Be aware of and adhere to Hospiscarepolicies and procedures at all times
Take part in progress/performancereviews throughout the year
Cooperate with other Hospiscare departments
Attend training courses and completeonline training modules as required to meet the requirements of the post
Take responsibility for own personaldevelopment, seeking out opportunities to learn new skills
Undertake any other duties as requestedby management which are reasonably deemed to be within the scope of the role
3.5 Other
Apply the Hospiscare values and behaviours to everyaspect of the role at all times
Promote and maintain thebrand standards of Hospiscare
Person Specification
Qualifications
* Level 3 qualification in Health and Social Care or equivalent/similar
* Evidence of ongoing professional development
* Level 4 qualification or Foundation degree in Health and Social Care or equivalent
* Communication Skills training
Experience
* Demonstrable clinical experience in adult specialist palliative care
* Demonstrable experience of working as part of a team within Health and Social Care
* Experience of assessing, planning and evaluating individualised care plans for patients at end of life
* Experience of working with volunteers
* Experience of working under appropriate supervision as part of a multi-disciplinary team and of multi-agency partnership working
* Experience of providing and receiving complex sensitive information
* Experience of working within the community setting
Knowledge
* Understanding of the complexities of working with individuals at times of distress and conflict
* Understanding of the importance of effective team working in a healthcare context
* Awareness of the principles of advance care planning
* Awareness of theoretical nursing models and understanding of their impact on delivery of care
* Awareness of key issues relating to End of Life care including policy developments
Skills
* Highly developed communication and interpersonal skills
* Developed skills in recognising and responding to the changing physical, emotional, spiritual and social needs of palliative care patients and those close to them
Personal attributes
* Ability to work autonomously and act on own initiative, seeking advice/escalating issues when appropriate
* Flexible and adaptable with the ability to respond positively in a rapidly changing environment.
* Commitment to continuing professional development.
* Ability to act as a patient advocate
* Ability to evaluate own strengths and development needs
* Awareness of Equality, Diversity and Inclusion in all areas of work
Additional requirements
* Capable of fulfilling the physical demands of the role, including administering of basic life support
* Able and willing to be flexible and work across Hospiscare clinical environments including in the Community and on the Inpatient Unit when required
* Able to participate in the 7 day/week rota
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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