Job summary
Cumbria Health are looking for a highly motivated Operational Support Officer who
can support the delivery of the WorkWell service in North Cumbria.
In this role you will be responsible for service data quality and performance reporting. You will monitor key metrics, track progress against referral and outcome targets, and support the continuous improvement of the service through regular review and analysis of outcomes. Working closely with Digital and Performance colleagues, the Operational Support Officer will ensure data is accurately recorded on the K2 Kintex system and that insights are used to drive service development. You will also support community engagement, workforce planning, and collaborative working with external stakeholders to ensure a joined-up, person-centred approach.
This role is covering North Cumbria so the roles can be based at Community sites in Carlisle, Penrith, Workington and Whitehaven.
*12 months fixed term contract - full time, part time and alternative job patterns will be considered.*
Closing Date: 05/08/2025
Interview Date: 13/08/2025
WHEN APPLYING FOR THIS ROLE, PLEASE INCLUDE YOUR MOBILE NUMBER ON YOUR APPLICATION. PLEASE CHECK YOUR SPAM OR JUNK FOLDER REGULARLY AS EMAILS FROM US MAY OCCASIONALLY BE FILTERED THERE.
We encourage you to apply as early as possible as this job may close earlier than the advertised closing date once enough applications have been received
Please note that we are unable to offer an Employer Sponsored Visa for this role.
Main duties of the job
The post holder will be responsible for supporting the assessment process and ensuring the delivery of high-quality, specialist employment advice, support, and interventions. They will support the caseload management of the Work and Health Coaches, ensuring that participants receive personalised Work Plans based on their individual needs.
They will oversee data quality and performance reporting for the service. Responsibilities include monitoring key metrics, tracking referral and outcome targets, and supporting service improvement through data analysis. Working with Digital and Performance teams, they will ensure accurate data entry into the K2 Kintex systemand use insights to guide service development.
The
WorkWell North service will assist participants who are experiencing barriers
into employment to progress their journey towards employment, support
participants to remain in work who are on long-term sick leave or struggling in
the workplace due to health conditions. The service will deliver light-touch support
and triage to provide early-intervention work and a health assessment service.
For complex cases, the post holder will facilitate and
contribute to Multi-Disciplinary Team (MDT) processes, working collaboratively
with key stakeholders across statutory and VCSE (Voluntary, Community and
Social Enterprise) sectors.
About us
Cumbria Health on Call - CH places the patient, their family and their community at the heart of everything we do. We are an award-winning organisation, the first out-of-hours organisation in the country to be rated as outstanding by the Care Quality Commission (CQC).
We provide primary health care services, both in and out of hours, across Cumbria. We are values-driven and place great emphasis on inclusivity and the wellbeing and development of our staff, while striving to provide a consistently high-quality service. Our service is designed to improve health and wellbeing.
Working for CH can offer flexible opportunities in terms of location, hours and working patterns so you can enjoy a great work life balance. In order to provide the best patient care we understand the importance of ensuring staff satisfaction and are consistently trying to ensure we offer our staff a positive working environment whether that be though training or social events.
Listen to your heart. Have the work life balance you'd love.
Job description
Job responsibilities
Alongside these main duties you will be expected to carry out any other duties that are reasonably requested of you.
1.
To
screen and review incoming referrals of participants who have experienced
common mental, physical and social health problems or long-term conditions for
eligibility for the service.
2.
To
assign cases to the Work and Health Coaches ensuring each has a manageable but
challenging workload.
3.
To
support the day-to-day running of the project and operations of the WAHC team.
4.
Oversee
the collection, accuracy, and analysis of service data to ensure high-quality
reporting and informed decision-making.
5.To
liaise with and arrange meetings with health professionals, partner agencies
and/or employers concerning individual needs to increase opportunities for
positive outcomes for WorkWell North participants.
6. To monitor progress and outcomes of participants
supported by WorkWell North, ensuring that stringent monitoring deadlines are
adhered to, and KPI evidence is collected accurately.
7.Monitor
the overall progress of the Work Well North service, including project plans,
referral volumes, and outcome targets. Identify trends, address shortfalls, and
implement necessary adjustments to improve performance and outcomes.
8. Lead
and actively participate in internal and external meetings related to the
project, ensuring effective communication and alignment with service goals.
9. Represent
and showcase the service at external events, forums, and engagement sessions to
raise awareness and promote partnership working.
10.Undertake
and support audits to ensure service quality, compliance, and continuous
improvement.
11.Develop
and maintain clear SOPs, guidance documents, and service protocols to ensure
consistency and quality across all operational areas.
12. Carry
out administrative tasks as required, supporting the smooth running of the
service, including documentation, scheduling, and internal communications.
13. To
work flexible hours as required to meet the needs of the service. Alongside
these main duties you will be expected to carry out any other duties that are
reasonably requested of you.
Job description
Job responsibilities
Alongside these main duties you will be expected to carry out any other duties that are reasonably requested of you.
1.
To
screen and review incoming referrals of participants who have experienced
common mental, physical and social health problems or long-term conditions for
eligibility for the service.
2.
To
assign cases to the Work and Health Coaches ensuring each has a manageable but
challenging workload.
3.
To
support the day-to-day running of the project and operations of the WAHC team.
4.
Oversee
the collection, accuracy, and analysis of service data to ensure high-quality
reporting and informed decision-making.
5.To
liaise with and arrange meetings with health professionals, partner agencies
and/or employers concerning individual needs to increase opportunities for
positive outcomes for WorkWell North participants.
6. To monitor progress and outcomes of participants
supported by WorkWell North, ensuring that stringent monitoring deadlines are
adhered to, and KPI evidence is collected accurately.
7.Monitor
the overall progress of the Work Well North service, including project plans,
referral volumes, and outcome targets. Identify trends, address shortfalls, and
implement necessary adjustments to improve performance and outcomes.
8. Lead
and actively participate in internal and external meetings related to the
project, ensuring effective communication and alignment with service goals.
9. Represent
and showcase the service at external events, forums, and engagement sessions to
raise awareness and promote partnership working.
10.Undertake
and support audits to ensure service quality, compliance, and continuous
improvement.
11.Develop
and maintain clear SOPs, guidance documents, and service protocols to ensure
consistency and quality across all operational areas.
12. Carry
out administrative tasks as required, supporting the smooth running of the
service, including documentation, scheduling, and internal communications.
13. To
work flexible hours as required to meet the needs of the service. Alongside
these main duties you will be expected to carry out any other duties that are
reasonably requested of you.
Person Specification
Personal Circumstances
Essential
- Positive attitude
- Confident
- Well organised
- Good team player
- Flexible
- Ability to build rapport and effective relationships at all levels
- Demonstrate initiative
- Ability to maintain workload in a sometimes busy and demanding environment
Other requirements
Essential
- Willingness to undertake further training
Skills & Experience
Essential
- Experience in managing referrals and triaging support services.
- Ability to coordinate a multidisciplinary service delivery team.
- Excellent organisational and communication skills.
- Proficient in digital systems and confident working with health data platforms.
- The ability to initiate and develop rapport with participant and relationships with stakeholders.
- Excellent IT skills and knowledge of Microsoft Office suite.
- Experience in data monitoring, analysis, and reporting.
- Experience leading meetings and working with multidisciplinary teams.
Desirable
- Experience of working within employment support services.
- Strong understanding of employment barriers linked to health and social inequality.
- Experience using K2 Kintex system for data inputting.
Qualifications
Essential
- Degree level or equivalent level of experience.
Person Specification
Personal Circumstances
Essential
- Positive attitude
- Confident
- Well organised
- Good team player
- Flexible
- Ability to build rapport and effective relationships at all levels
- Demonstrate initiative
- Ability to maintain workload in a sometimes busy and demanding environment
Other requirements
Essential
- Willingness to undertake further training
Skills & Experience
Essential
- Experience in managing referrals and triaging support services.
- Ability to coordinate a multidisciplinary service delivery team.
- Excellent organisational and communication skills.
- Proficient in digital systems and confident working with health data platforms.
- The ability to initiate and develop rapport with participant and relationships with stakeholders.
- Excellent IT skills and knowledge of Microsoft Office suite.
- Experience in data monitoring, analysis, and reporting.
- Experience leading meetings and working with multidisciplinary teams.
Desirable
- Experience of working within employment support services.
- Strong understanding of employment barriers linked to health and social inequality.
- Experience using K2 Kintex system for data inputting.
Qualifications
Essential
- Degree level or equivalent level of experience.
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.
