Job summary
Local Care Direct is a non-profit Social Enterprise operating across 24 hours a day, 7 days a week, 365 days a year, to provide various primary and urgent health care services across West Yorkshire.
We are looking for a Full-Time Urgent Community Response Hub Service Manager working from our Bradley Contact Centre leading and managing the Urgent Community
Response (UCR) Hub Service.
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.
Salary: £30,907.50 per annum
Location: Local Care Direct, Contact Centre, Unit 2, Longbow Close, Bradley, Huddersfield, HD2 1GQ
Working Hours: 37.5 hours per week to be worked flexibly across 7 days
Main duties of the job
The UCR Hub Service Manager will lead and manage the Urgent Community Response (UCR) Hub Service, the team is made up of a mix of non-clinical care navigators and clinicians.
They will ensure the service works within the Care Quality Commission framework and quality standards at all times, in order to promote continuous improvement and development.
Along with working 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 stakeholders to develop the service and build share best practice.
About us
Benefits of working for Local Care Direct:
- Comprehensive Staff Training programme
- Training and development available
- Modern working environment with a positive atmosphere
- NHS Pensions
- NHS Discounts (Blue light card)
- Various hours available in a 24/7 environment
- Health & Wellbeing group to support staff
- Supportive and Friendly teams
- Annual Awards focused on raising money to support a local charity
Local Care Direct’s core values:
- We are open and honest
- We are professional
- We respect each other
- We inform, involve and listen
- We do what we say we will do
- We support each other
We care about people – Our core mission is to care about people, not only our patients but also the people we work with.
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.
Internal reference number: LB3199
Job description
Job responsibilities
Job Title: UCR Hub Service Manager
Contract Type: Permanent
Team: Contact Centre
Hours of Work: 37.5 hrs per week flexible over 7 days
Base location: Bradley Unit 2
Line Manager: Head of Contact Centre Operations
Job Purpose:
Leading and managing the Urgent Community Response (UCR) Hub Service.
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 stakeholders 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 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 UCR Hub Operations team.
- To implement the agreed UCR Hub Team objectives.
- To promote personal development within the UCR Hub team.
- To set clear objectives for members of 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 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 stakeholders.
- 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 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 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 UCR Hub 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 UCR Hub 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 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 company’s business plans, objectives, priorities and changes.
Professional standards/Organisational
- To uphold and promote the organisation’s 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 organisation’s 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 company’s Safeguarding Children and Safeguarding Vulnerable Adults policies and procedures.
Job description
Job responsibilities
Job Title: UCR Hub Service Manager
Contract Type: Permanent
Team: Contact Centre
Hours of Work: 37.5 hrs per week flexible over 7 days
Base location: Bradley Unit 2
Line Manager: Head of Contact Centre Operations
Job Purpose:
Leading and managing the Urgent Community Response (UCR) Hub Service.
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 stakeholders 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 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 UCR Hub Operations team.
- To implement the agreed UCR Hub Team objectives.
- To promote personal development within the UCR Hub team.
- To set clear objectives for members of 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 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 stakeholders.
- 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 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 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 UCR Hub 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 UCR Hub 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 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 company’s business plans, objectives, priorities and changes.
Professional standards/Organisational
- To uphold and promote the organisation’s 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 organisation’s 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 company’s Safeguarding Children and Safeguarding Vulnerable Adults policies and procedures.
Person Specification
Knowledge
Essential
- Fluent in English language.
- NHS Services.
- Conflict resolution strategies.
Desirable
- Safeguarding.
- Local Care Direct Services.
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
- Management of staff in a call handling operational environment.
- Meeting contractual service targets and standards.
- Rota Management.
- Implementing change and leading others through change.
- Implementing policies, procedures and working practices.
- Managing stakeholder relationships.
Desirable
- Working with core operational systems: SystmOne.
- Understanding of budget management.
- Management in a healthcare environment.
- Managing multi-disciplinary teams.
Skills
Essential
- Team building and development.
- Good organisational and communications skills: written and oral.
- Analysing, 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.
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
Knowledge
Essential
- Fluent in English language.
- NHS Services.
- Conflict resolution strategies.
Desirable
- Safeguarding.
- Local Care Direct Services.
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
- Management of staff in a call handling operational environment.
- Meeting contractual service targets and standards.
- Rota Management.
- Implementing change and leading others through change.
- Implementing policies, procedures and working practices.
- Managing stakeholder relationships.
Desirable
- Working with core operational systems: SystmOne.
- Understanding of budget management.
- Management in a healthcare environment.
- Managing multi-disciplinary teams.
Skills
Essential
- Team building and development.
- Good organisational and communications skills: written and oral.
- Analysing, 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.
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.
