Job responsibilities
The post
holder, as a member and representative of the organisation, will have direct
contact with service users and will be instrumental in ensuring that plans for
individual service users, and information that the organisation wishes to share
with its clients/patients, are enabled and enacted.
The post
holder will have excellent communication skills, to ensure that every contact counts,
through a range of media (telephone; face-to-face; IT) and will demonstrate
excellent customer care though commitment to follow-through of established
plans to improve health/customer outcomes. He/she will have sound knowledge of
local services and providers; maintain an up-to-date database of this information
and understand how to access these services.
He/she will
have knowledge of health promotion issues and current locality initiatives and
be able to offer this information to clients/ patients. He /she will be able to
deal with complex information, using knowledge of local services and pathways
to signpost clients to appropriate agencies. Acting as the clients
advocate, they will be able to make brief assessments of client needs, and be
able to recognise emergencies and urgent need, both for physical and mental
health problems. The post holder will be responsible for ensuring care plans
are implemented, keeping accurate and relevant records and communicate progress
or any problems with managerial or clinical staff, as appropriate.
They will be
competent in the use of computer databases; audit, and in the production of
reports and updating of care plans. They will be able to organise and run
meetings (one-to-one or groups), from administrative aspects to delivery and to
evaluate outcomes, feeding back to senior members within the organisation.
Key
responsibilities
To
develop a thorough knowledge of the employing organisation and to work in
accordance with written protocols.
To
implement agreements and policies concerning data sharing and client/patient
consent.
To
provide excellent customer care, demonstrating empathy; patience and a holistic
approach to client/patient care, with commitment to follow-through of care
plans and building effective working relationships.
To
be able to triage calls, directing clients/ patients appropriately to relevant
personnel/ services.
To
have excellent communication skills, with the ability to effectively facilitate
communication in writing (letters and electronically) and verbally with a wide
range of providers and users of services, including patients; carers;
voluntary; social; primary health care teams and secondary care providers.
To
have a sound and up to date knowledge of local health and social care policy,
together with service availability and how to access those services.
To
maintain an accurate database of services available to clients/patients
To
understand, and be able to disseminate, health promotion information, using
this to identify clients who might benefit from these services and to signpost
accordingly.
To
keep accurate records of all client/patient contacts, using the organisation
databases and templates as directed, updating as necessary.
To
be able to carry out audit of organisation and own activities; coordinate
satisfaction surveys; produce reports and give presentations within the
organisation and locality.
To
be able to organise and facilitate meetings for the organisation and for
clients/patients (on a one-to-one or group basis) such as carers groups and to
be able to take minutes of such meetings.
To
understand the common needs and safeguarding issues of vulnerable patient
groups, including the elderly; housebound and those with long-term conditions,
including physical and mental disabilities.
To
understand the legal; ethical and regulatory principles of the NHS and know
personal boundaries and when to seek help.
To
be aware of own impact in the process of care; the need for reflection on
practice and resilience when faced with challenging situations.
To
understand the importance of confidentiality.
To
respond appropriately in emergency situations.
To
report any incidents that might compromise health and safety for self, other staff,
or customers/patients.
To
take part in annual appraisal, developing a personal development plan, from
which training needs will be identified and training undertaken.
To
assist in the training of other colleagues where appropriate.
To
work in accordance with Equal Opportunities Policy; Data Protection; Health and
Safety, an organisational dress code.
Other
liaison/health promotion activities as agreed with the organisation.
Attributes
and personal abilities
Positive
attitude towards staff and customers/ patients.
Able
to take initiative and prioritise workload.
Demonstrate
effective organisational skills.
Able
to work under pressure and meet deadlines.
Good
interpersonal skills.
Commitment
to effective communication and attention to detail.
Respect
for confidentiality.
Able
to deal with conflict and distress.
Able
to work in a challenging and changing environment, responding quickly and
flexibly to new developments.
Able
to problem solve.
Willing
to learn and develop within the organisation.
Communication skills
Confident in communication methods and able to
communicate effectively with a range of customer and provider groups.
Confident in the use of computer databases and
able to record information accurately and in a timely manner
Able to convey clear messages to seniors in the
organisation; customers/patients/carers, and other provider agencies, including
the production of reports and giving presentations.
Team-working
Able to relate to, and work with, all
professional and non-clinical staff within the organisation.
Able to motivate other team members to support
care plan and health promotion initiatives.
Able to demonstrate an understanding of own
impact on the process of care, and resilience when faced with challenging
situations.