Post holder will be joining a highly skilled and dynamic service, working in support of the specialist Older Persons 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.
Utilise a variety of software packages relating to Trust informatics and client records dealing with confidential and complex information.
Act as 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
* Serve as the central coordination point for the Mental Health Social Care team.
* Receive thorough referrals from other professionals, outside agencies, clients, families and carers.
* Liaise 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.
* Support health and social care team colleagues in the utilisation of a range of case‑finding tools, helping to identify people at risk of loss of independence, potential risk of unnecessary admission to hospital or longer‑term care.
* Provide a high‑quality customer service function in recording contact information and supporting the initial prioritisation of contacts.
* Maintain IT‑based information systems and take a key responsibility for the production of key performance data.
* Provide efficient administrative support to underpin Adult Social Care processes within Torbay and South Devon NHS Foundation Trust and Devon Partnership NHS Trust.
* Communicate with colleagues from the Health and social care team to 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, ensuring empathy, negotiation, tact and the ability to manage clients who may be low in mood, lacking in motivation, or angry/upset about their current circumstances.
* Liaise, work closely and form strong links with all members of the Multidisciplinary team and work closely with outside agencies on a regular basis.
* Communicate medical and social information to the above via various sources including telephone, email or face‑to‑face correspondence, always in a professional, appropriate and polite manner in line with data protection and information governance policy.
* Utilise a range of case‑finding tools.
* Use the Paris (social care) IT system, inputting referrals and allocating cases to the triage list.
* 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.
* Identify urgency of calls for action accordingly and direct calls to the most appropriate member of the team.
* 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.
* Participate in primary care core group discussions designed to support the most vulnerable clients living in the community.
* Coordinate all referrals appropriately, participate in local service development activities and help implement change as and when required.
* Maintain a client‑centred approach ensuring all clients and carers views and opinions are considered, and that all people given an enquiry are treated with respect, dignity and understanding.
* Record contacts consistently when reviewing a referral where appropriate, including taking contacts from other agencies.
* Provide accurate, efficient and flexible administrative support to the Specialist Mental Health Social Care Service.
* Maintain and update client records on database, ensuring accurate recording and retrieval of data, and 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.
* 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 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 and ensure 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 of own work to review and evaluate the effectiveness of business support systems for the Social Care funding office and suggest appropriate changes.
Company 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.
All activities are undertaken in accordance with equality, diversity policies and legislation, and with full respect for data protection and confidentiality.
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