Job summary
Are you looking for an exciting new opportunity?
Local Care Direct delivers a range of primary and urgent healthcare services across West Yorkshire. We have a part-time fixed-term vacancy for a Kirklees Urgent Community
Response (UCR) Manager. If you are interested in working in our friendly, flexible organisation then please apply now.
Salary:£30,600 pro rata (£15,300 per annum for 18.75 hours as advertised)
Location: Local Care Direct, Unit 2, Longbow Close, Bradley, Huddersfield, HD2 1GQ
Hours Available:18.75 hours per week
PLEASE NOTE THE VACANCY IS FIXED TERM UNTIL MARCH 2022
Main duties of the job
The Kirklees UCR Manager will lead & manage the Kirklees UCR Hub Service. This service is delivered by the Kirklees Provider Alliance, made up of local GP Federations, Locala, Kirklees Council, LCD, Kirkwood Hospice & other service providers.
The Kirklees UCR service is a rapid intervention delivered within 2 hours by a team of skilled professionals, to provide the support residents need to remain independent and avoid an admission to hospital. LCD provide the single point of contact for this service & the team is made up of a mix of non-clinical care navigators and clinicians.
To ensure the service works within the CQC framework and quality standards at all times, in order to promote continuous improvement & development.
The post holder will work in partnership with LCD Support Services departments to ensure appropriate levels of staffing, equipment are maintained within budget. They will also work closely with other Alliance members to develop the service & build share best practice.
About us
A few Benefits of working for Local Care Direct are:
NHS Pensions Scheme
Comprehensive Staff Training programme
Opportunity to pick up additional shifts
Regular salary reviews
Free Flu Jab
Staff Awards
Dedicated friendly teams
Nothing matters to us more than people - The way we treat our patients and the people who work for us; the way we do things and our commitment to keep our promises are what we value most.
We do what we say we will do and we do it well - Local Care Direct is a Social Enterprise organisation providing a wide range of healthcare services in Yorkshire. We are a community owned organisation, independent from the NHS and committed to putting patients first.
Job description
Job responsibilities
Job Title: Kirklees UCR Hub Manager
Team: Contact Centre
Hours of Work: 18.75 hrs per week flexible (service times Monday to Friday 9am-7pm)
Please note this vacancy is fixed term until 31st March 2022
Base location: Bradley Unit 2
Line Manager: Head of Contact Centre Operations
Job Purpose:
Leading and managing the Kirklees Urgent Community Response (UCR) Hub Service. The Kirklees UCR Service is delivered by the Kirklees Provider Alliance, made up of local GP Federations, Locala, Kirklees Council, Local Care Direct, Kirkwood Hospice and other local service providers.
The Kirklees Urgent Community Response service is a rapid intervention delivered within two hours by a team of skilled professionals, to provide the support residents need to remain independent and avoid an admission to hospital. Local Care Direct provide the single point of contact for this service and the team is made up of a mix of non-clinical care navigators and clinicians.
To ensure the service works within the Care Quality Commission framework and quality standards at all times, in order to promote continuous improvement and development.
The post holder will work in partnership with LCD Support Services departments to ensure appropriate levels of staffing, equipment are maintained within budgetary constraints. They will also work closely with other Alliance members to develop the service and build share best practice.
Key Principles
- To uphold and promote LCD values and ensure these are translated into working practices and service design.
- To maintain the highest standards of personal conduct.
- To ensure that the quality of patient care is firmly at the centre of the organisations objectives and vision.
- To promote and protect the interests of the organisation with all stakeholders.
Leadership and Management
- Leading and managing the delivery of the Kirklees UCR Hub service to meet the relevant contractual and performance standards within organisational and financial frameworks at all times.
- To provide strong leadership and people management skills to the Kirklees UCR Hub operations team.
- To implement the agreed Kirklees UCR Hub Team objectives.
- To promote personal development within the Kirklees UCR Hub team.
- To set clear objectives for members of Kirklees UCR Hub team via regular 1-1 meetings and annual PDR process.
- To ensure adherence to staff audit schedule and to take appropriate and immediate action when work performance falls below the defined standard of the role.
- To ensure that Kirklees UCR Hub team adhere to LCD standards, policies and protocols.
- To promote effective teamworking across roles and sites, and promote effective cross functional working with other directorates and alliance members.
- To work closely with the clinical team leader team to co-manage the clinical team.
Service Delivery
- To be the point of contact for operational issues within the Kirklees UCR Hub Team and the wider service area.
- Identify and evaluate new and innovative ways for service improvements and cost effectiveness, making recommendations to the Head of Contact Centre Operations.
- Ensure agreed productivity levels from the Kirklees UCR Hub team are achieved.
- Work in partnership with LCD support service departments to ensure appropriate level of staffing and operate within an agreed framework which supports the recruitment and retention of staff.
- Work in partnership with LCD support service departments to ensure Standard Operating Procedures are adhered to.
- Work within the scope of agreed business objectives as set out in the LCD Operational Plans.
- To define and document Kirklees UCR Hub process and service standards ensuring these are reviewed and updated to reflect changes.
- To work with the Head of Contact Centre Operations to support change management principles whilst adapting to changing needs and new developments within the company.
- Develop the use of SystmOne as the core business system for the delivery of the Kirklees UCR Service.
- To ensure relevant performance data is monitored and used to support continuous improvement within service delivery.
- To ensure appropriate and comprehensive root cause analysis techniques are used in the review of performance and correct action plans are developed and implemented where performance does not meet the required standard.
Communications & Relationships
- To promote the work of the Kirklees UCR service with commissioners and other stakeholders.
- To provide regular reports on the performance and development of the service, internally and externally as required.
To manage and develop relationships between Alliance organisations and wider stakeholders.
To consult and listen to comments from employee representatives, staff and other stakeholders in order to develop ways that the service could be improved.
To attend internal and external meetings representing the company and engaging in discussions appropriate to the role and level of the post.
To ensure agreed lines of communication and reporting are implemented within the team to support all employees understanding of the companys business plans, objectives, priorities and changes.
Professional standards/Organisational
- To uphold and promote the organisations values and ensure these are translated into working practices and service design.
- To maintain the highest standards of conduct.
- To ensure that the quality of patient care and experience is firmly at the centre of activities.
- To ensure company policy and procedure is adhered to at all times.
- To contribute to the development of the service and ensure it remains fit for purpose at all times.
- To ensure the management and monitoring of the highest standards or safety and quality in the delivery of healthcare and related services and manage risk within the company.
Patient care
- To ensure that the quality of patient care is firmly at the centre of the organisations objectives and vision.
- To ensure the management and monitoring of the highest standards or safety and quality in the delivery of healthcare and related services, and manage risk within Local Care Direct.
Financial resources
- To ensure financial policies and procedures are maintained and the budget is adhered to and that best value for money is achieved.
- To provide business cases as required.
Confidentiality
- To operate and ensure the team operates within information governance protocols and that business confidentiality is maintained at all times.
Training
- To ensure all staff have received the defined company induction programme and core training for their role and mandatory refresher training thereafter and that accurate records of training are maintained.
- To ensure all staff receive an annual performance and development review incorporating the development of a personal development plan. To ensure that the department uses the company systems fully and appropriately and that staff are fully trained in how to use them in line with their role.
- To seek feedback on their leadership.
Safeguarding
- Individuals have a duty of care to children and vulnerable adults that they come into contact with whilst at work to safeguard and promote their welfare and to work to prevent, recognise, respond, appropriately refer and record potential neglect or abuse, adhering to the companys Safeguarding Children and Safeguarding Vulnerable Adults policies and procedures.
Job description
Job responsibilities
Job Title: Kirklees UCR Hub Manager
Team: Contact Centre
Hours of Work: 18.75 hrs per week flexible (service times Monday to Friday 9am-7pm)
Please note this vacancy is fixed term until 31st March 2022
Base location: Bradley Unit 2
Line Manager: Head of Contact Centre Operations
Job Purpose:
Leading and managing the Kirklees Urgent Community Response (UCR) Hub Service. The Kirklees UCR Service is delivered by the Kirklees Provider Alliance, made up of local GP Federations, Locala, Kirklees Council, Local Care Direct, Kirkwood Hospice and other local service providers.
The Kirklees Urgent Community Response service is a rapid intervention delivered within two hours by a team of skilled professionals, to provide the support residents need to remain independent and avoid an admission to hospital. Local Care Direct provide the single point of contact for this service and the team is made up of a mix of non-clinical care navigators and clinicians.
To ensure the service works within the Care Quality Commission framework and quality standards at all times, in order to promote continuous improvement and development.
The post holder will work in partnership with LCD Support Services departments to ensure appropriate levels of staffing, equipment are maintained within budgetary constraints. They will also work closely with other Alliance members to develop the service and build share best practice.
Key Principles
- To uphold and promote LCD values and ensure these are translated into working practices and service design.
- To maintain the highest standards of personal conduct.
- To ensure that the quality of patient care is firmly at the centre of the organisations objectives and vision.
- To promote and protect the interests of the organisation with all stakeholders.
Leadership and Management
- Leading and managing the delivery of the Kirklees UCR Hub service to meet the relevant contractual and performance standards within organisational and financial frameworks at all times.
- To provide strong leadership and people management skills to the Kirklees UCR Hub operations team.
- To implement the agreed Kirklees UCR Hub Team objectives.
- To promote personal development within the Kirklees UCR Hub team.
- To set clear objectives for members of Kirklees UCR Hub team via regular 1-1 meetings and annual PDR process.
- To ensure adherence to staff audit schedule and to take appropriate and immediate action when work performance falls below the defined standard of the role.
- To ensure that Kirklees UCR Hub team adhere to LCD standards, policies and protocols.
- To promote effective teamworking across roles and sites, and promote effective cross functional working with other directorates and alliance members.
- To work closely with the clinical team leader team to co-manage the clinical team.
Service Delivery
- To be the point of contact for operational issues within the Kirklees UCR Hub Team and the wider service area.
- Identify and evaluate new and innovative ways for service improvements and cost effectiveness, making recommendations to the Head of Contact Centre Operations.
- Ensure agreed productivity levels from the Kirklees UCR Hub team are achieved.
- Work in partnership with LCD support service departments to ensure appropriate level of staffing and operate within an agreed framework which supports the recruitment and retention of staff.
- Work in partnership with LCD support service departments to ensure Standard Operating Procedures are adhered to.
- Work within the scope of agreed business objectives as set out in the LCD Operational Plans.
- To define and document Kirklees UCR Hub process and service standards ensuring these are reviewed and updated to reflect changes.
- To work with the Head of Contact Centre Operations to support change management principles whilst adapting to changing needs and new developments within the company.
- Develop the use of SystmOne as the core business system for the delivery of the Kirklees UCR Service.
- To ensure relevant performance data is monitored and used to support continuous improvement within service delivery.
- To ensure appropriate and comprehensive root cause analysis techniques are used in the review of performance and correct action plans are developed and implemented where performance does not meet the required standard.
Communications & Relationships
- To promote the work of the Kirklees UCR service with commissioners and other stakeholders.
- To provide regular reports on the performance and development of the service, internally and externally as required.
To manage and develop relationships between Alliance organisations and wider stakeholders.
To consult and listen to comments from employee representatives, staff and other stakeholders in order to develop ways that the service could be improved.
To attend internal and external meetings representing the company and engaging in discussions appropriate to the role and level of the post.
To ensure agreed lines of communication and reporting are implemented within the team to support all employees understanding of the companys business plans, objectives, priorities and changes.
Professional standards/Organisational
- To uphold and promote the organisations values and ensure these are translated into working practices and service design.
- To maintain the highest standards of conduct.
- To ensure that the quality of patient care and experience is firmly at the centre of activities.
- To ensure company policy and procedure is adhered to at all times.
- To contribute to the development of the service and ensure it remains fit for purpose at all times.
- To ensure the management and monitoring of the highest standards or safety and quality in the delivery of healthcare and related services and manage risk within the company.
Patient care
- To ensure that the quality of patient care is firmly at the centre of the organisations objectives and vision.
- To ensure the management and monitoring of the highest standards or safety and quality in the delivery of healthcare and related services, and manage risk within Local Care Direct.
Financial resources
- To ensure financial policies and procedures are maintained and the budget is adhered to and that best value for money is achieved.
- To provide business cases as required.
Confidentiality
- To operate and ensure the team operates within information governance protocols and that business confidentiality is maintained at all times.
Training
- To ensure all staff have received the defined company induction programme and core training for their role and mandatory refresher training thereafter and that accurate records of training are maintained.
- To ensure all staff receive an annual performance and development review incorporating the development of a personal development plan. To ensure that the department uses the company systems fully and appropriately and that staff are fully trained in how to use them in line with their role.
- To seek feedback on their leadership.
Safeguarding
- Individuals have a duty of care to children and vulnerable adults that they come into contact with whilst at work to safeguard and promote their welfare and to work to prevent, recognise, respond, appropriately refer and record potential neglect or abuse, adhering to the companys Safeguarding Children and Safeguarding Vulnerable Adults policies and procedures.
Person Specification
Qualifications
Essential
- Educated to degree level or equivalent experience with GCSE English and Maths grade C/4 or above.
Desirable
- Level 4 or above Management qualification.
Experience
Essential
- Experience in management of staff in a call handling operational environment.
- Experience of meeting contractual service targets and standards.
- Experience of Rota Management.
- Experience implementing change and leading others through change.
- Experience implementing policies, procedures and working practices.
- Experience managing stakeholder relationsips
Desirable
- Working with core operational systems e.g. SystmOne
- Good understanding of budget management.
- Experience of management in a healthcare environment.
- Experience of managing multi-disciplinary teams.
Skills
Essential
- Experience of team building and development.
- Good organisational and communications skills written and oral.
- Ability to analyse, interpret and present data.
- Able to make critical decisions quickly and rationally.
- Good interpersonal skills and able to develop effective working relationships & professional creditability with colleagues at all levels.
- Effective engagement and influencing skills.
- Experience in Microsoft packages and good IT skills inc knowledge of MS office.
Desirable
- Organisation and achievement of KPIs.
- Report writing.
- Use of root cause analysis techniques in managing performance.
- Project Management.
Knowledge
Essential
- Fluent in English language.
- NHS Services.
Desirable
- Knowledge of community Services with Kirklees.
- Knowledge of Safeguarding.
- Knowledge of conflict resolution strategies.
- Knowledge of Local Care Direct Services.
Personal attributes
Essential
- Flexibility with working hours.
- Flexible, willing to work in areas other than main base and adaptable to change.
- Stays calm under-pressure.
- Approachable & positive.
- Ability to work alone and also as part of a team.
Person Specification
Qualifications
Essential
- Educated to degree level or equivalent experience with GCSE English and Maths grade C/4 or above.
Desirable
- Level 4 or above Management qualification.
Experience
Essential
- Experience in management of staff in a call handling operational environment.
- Experience of meeting contractual service targets and standards.
- Experience of Rota Management.
- Experience implementing change and leading others through change.
- Experience implementing policies, procedures and working practices.
- Experience managing stakeholder relationsips
Desirable
- Working with core operational systems e.g. SystmOne
- Good understanding of budget management.
- Experience of management in a healthcare environment.
- Experience of managing multi-disciplinary teams.
Skills
Essential
- Experience of team building and development.
- Good organisational and communications skills written and oral.
- Ability to analyse, interpret and present data.
- Able to make critical decisions quickly and rationally.
- Good interpersonal skills and able to develop effective working relationships & professional creditability with colleagues at all levels.
- Effective engagement and influencing skills.
- Experience in Microsoft packages and good IT skills inc knowledge of MS office.
Desirable
- Organisation and achievement of KPIs.
- Report writing.
- Use of root cause analysis techniques in managing performance.
- Project Management.
Knowledge
Essential
- Fluent in English language.
- NHS Services.
Desirable
- Knowledge of community Services with Kirklees.
- Knowledge of Safeguarding.
- Knowledge of conflict resolution strategies.
- Knowledge of Local Care Direct Services.
Personal attributes
Essential
- Flexibility with working hours.
- Flexible, willing to work in areas other than main base and adaptable to change.
- Stays calm under-pressure.
- Approachable & positive.
- Ability to work alone and also as part of a team.
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.
