DDS Support Officer (Band 4) – hands‑on delivery role supporting safe, timely discharge using technology‑enabled care
We’re looking for a practical, organised and confident ward‑based Support Officer to help deliver the WM5G Digital Discharge Service (DDS). You’ll be at the heart of day‑to‑day operations—processing referrals, coordinating equipment set‑up, liaising with patients and carers, and working closely with ward teams and suppliers to make sure people get home safely with the right support in place.
Responsible to:
Digital Care Navigator & DDS Clinical Lead
Role Purpose:
The DDS Support Officer provides hands‑on, on‑site operational delivery of the Digital Discharge Service (DDS). The role focuses on referral processing, technology set‑up, patient and carer liaison, and coordination with ward teams and suppliers to ensure timely, safe and effective discharge or admission avoidance using technology‑enabled care solutions.
The postholder acts as a key point of contact at ward and patient level, ensuring referrals progress smoothly and that patients, carers and services are supported throughout the set‑up and onboarding phase.
Key Accountabilities:
Referral Management & Operational Delivery
* Receive, process and track DDS referrals, ensuring timely progression in line with agreed pathways and service protocols.
* Complete referral documentation and system inputs accurately across DDS platforms and third‑party supplier systems.
* Maintain oversight of referral status, milestones and dependencies, flagging delays or risks promptly to the Digital Care Navigator.
* Coordinate the delivery, installation and activation of DDS equipment and remote monitoring solutions alongside the Digital Care Navigator, with suppliers and monitoring partners.
* Act as liaison between acute teams, community services and suppliers to ensure smooth onboarding and function of technology.
* Support end‑of‑pathway processes, including equipment retrieval, cleaning and resetting for next patient usage.
* Provide clear, practical information to patients and carers about DDS pathways, expectations and support arrangements.
* Deliver basic training and guidance on using DDS equipment and escalation routes.
* Provide reassurance and act as a consistent contact point during the early stage of discharge or admission avoidance.
Onsite & Ward‑based Support
* Provide visible on‑site presence to support ward teams, discharge teams and MDTs with DDS referrals and set‑up.
* Undertake practical readiness checks (e.g. access, connectivity, equipment delivery readiness) and escalates any issues appropriately.
* Offer hands‑on support during early rollout or high‑volume periods.
* Identify and escalates technical, process or safety concerns to the Digital Care Navigator.
* Act as first‑line coordinator for early set‑up issues, escalating where required.
Record Keeping, Data & Quality Improvement
* Maintain accurate records of equipment usage, pathway start/end points and outcomes.
* Collect feedback from patients and staff and share learning, risks and improvement opportunities with the wider team.
* Ensure all activity complies with information governance, data protection and DDS operational protocols.
The postholder does not undertake clinical or functional triage or authorise pathways. Clinical decision‑making, prioritisation and safeguarding escalation remain the responsibility of the Digital Care Navigator.
Core Skills & Attributes
* Minimum 2 years’ experience working within discharge services in either acute or community services.
* Strong organisational and coordination skills.
* Minimum 2 years’ experience in patient‑facing roles.
* Confident communicator with patients, carers and multidisciplinary teams.
* Comfortable working in fast‑paced, ward‑based environments.
* Attention to detail and commitment to accurate documentation.
* Ability to identify issues early and escalates appropriately.
* Experience working within a clinically regulated service.
* Adept at data capture and management reporting.
If you enjoy practical delivery work, coordinating across teams, and making a direct difference to patient flow and experience, we’d love to hear from you.
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