Overview
An exciting opportunity has arisen to join the OneCall West Sussex team as an Assistant Coordinator. Bases include Lancing, Brighton and Crawly. We are looking for an enthusiastic and experienced candidate to join our team to provide a key role in the effective management of all non-telephone activities in OneCall and to contribute towards the positive and compassionate delivery of care to the service users of OneCall. Please note: Due to recent changes in UK immigration and visa rules, this role may not be eligible for Skilled Worker visa sponsorship. Applicants who do not currently have the right to work in the UK may not be considered. Candidates requiring sponsorship should review the eligibility criteria on thegov.uk websitebefore applying to assess their eligibility for a Certificate of Sponsorship for this role. Skilled Worker visa: going rates for eligible occupation codes - GOV.UK Health and Care Worker visa: If you’ll need to meet different salary requirements - GOV.UK
Job Summary
To act as a key point of contact for the OneCall West Sussex service, ensuring that patients, other members of the public, external stakeholders and colleagues within the Trust receive a courteous and supportive response to a range of queries and requests for information. This will involve the use of excellent verbal and listening skills to ensure accurate referral information is collected.
Key Responsibilities
* The post holder will provide administrative support to the OneCall team.
* To ensure all referrals are responded to in a safe and timely manner, to enable the patient to receive appropriate care within the community whenever it is safe to do so or to escalate if needs cannot be met within the community.
* The post holder will receive and respond to all referrals to the OneCall service (written or electronic), establish their appropriateness, assessing for urgency (and if necessary, liaising with the qualified member of staff on duty) and forwarding onto the relevant teams in written and verbal format. This will support the OneCall service to adhere to the Key Performance Indicators for call answering.
* The post holder is required to be flexible and always professional when interacting with others.
* The post holder will be expected to request further information by phone or electronically whilst maintaining confidentiality & high standards of professionalism throughout.
* The post holder does not have any financial responsibilities for the service.
Main Tasks
* To be responsible for the processing of completed referrals and all non-call activities to ensure all information is passed promptly and accurately to the relevant service.
* Triaging of patient needs and ensuring the clear and accurate documentation of the assessment.
* To use local pathways and protocols to process these referrals in a timely manner to the appropriate teams.
* Be able to respond to conflict situations whilst remaining calm and professional.
* To provide assistance to the booking and allocation night support workers.
* To respond to all enquires relevant to the role appropriately, effectively and in line with service delivery expectations.
* To facilitate the request of further information as appropriate, always maintaining complete confidentiality
* To liaise directly with other directorates within the Trust, other health service providers, statutory and voluntary agencies and service groups ensuring effective communication and co-operation.
* To facilitate & support the effective and efficient taking of messages, with empathy & professionalism, ensuring community teams receive information at agreed times.
* To support the maintenance of an up-to-date service register of all community services including referral criteria and contact details.
* To input data as required, including the scanning, and uploading of documents.
* To effectively monitor and respond to the needs and requests within generic mailboxes, SystmOne and all other incoming means of non-call information to the service.
* To support the ordering of stationery and equipment as required.
* Respond effectively to any issues that arise during the shift e.g., telephone or IT failure.
* Reports any building or equipment maintenance problems to the Trust’s Estates Helpline or escalate to the Senior Clinician on duty.
* To be flexible and always professional when dealing with others.
* The post holder may have tasks or responsibilities delegated to them, appropriate to their level of competence. They may also be expected to delegate tasks or responsibilities to other staff, as appropriate.
* To work collaboratively with OneCall senior management and Team Lead staff to develop practices and processes, ensuring that all service standards are maintained at all times.
* To maintain confidentiality at all times when dealing with personnel, staff and patient issues and sensitive Trust information and to ensure that all coordinator staff do so too, addressing any concerns immediately & appropriately.
This advert closes on Sunday 7 Sep 2025
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