Job summary
The Integrated Care Homes Service (ICHS) is looking for a Band 3 call
handler to join the team.
ICHS is a multidisciplinary team made up of different elements non-clinical
staff, nurses, therapists and dementia specialists. The team provide clinical
interventions to residents within Nottingham City care homes, along with
delivering training to care home staff.
The role of the call handler within ICHS is integral to the day to day
working of the team, as they are the first point of telephone contact for
people calling the service. The main function of the call handler is to answer
telephone calls from a variety of people, care homes, team members, other professionals,
relatives etc. and to signpost to the most appropriate person. Predominately
this will be handing information, obtained from the calls received, to triage
or other professionals within the service.
The service operates 7 days a week, and the call handler provides
support to triage Monday to Friday between the hours of 8am and 6pm, on a rota
basis.
Within Nottingham CityCare there is a non-clinical forum established
which allows the call handler to establish links with other non-clinical staff within
the Organisation for peer support and development. Along with this all staff
have regular management supervisor with their line manager and an annual
appraisal review.
Main duties of the job
The role of the
call handler involves communicating effectively with all members of ICHS, care
home staff, other professionals, care home staff, relatives and patients
throughout each day. The post holder will be dealing with information that may
be of a sensitive and confidential nature which requires to be recorded/stored
accurately, as per the Data Protection Act.
They are required to be a skilled communicator and have a working
knowledge of Microsoft Office including Word, PowerPoint and Excel.
The call handler will also provide support to the clinical team by
undertaking general office procedures including scanning, photocopying, unpacking
of stock orders etc as delegated. Due to the nature of the work that the team
deliver, no two days are the same and good time management, organisational and
prioritisation skills are essential.
About us
We are a provider of NHS Community Health Services, CityCare exists to support the health and wellbeing of all local people, working alongside other health and care partners to achieve this. We are a value driven, people business with a passion for excellence. Our vision and social purpose is to make a difference everyday to the health & wellbeing of our communities and our values of kindness, respect, trust and honesty lie at the heart of everything we do, guiding how we work together with partners and each other to consistently deliver high quality compassionate care. As a social enterprise we aim to add social value by investing in the future of our local communities and helping to make a difference in peoples lives.
CityCare value the benefits of a diverse and inclusive workforce. We encourage applications from candidates who identify as disabled, LGBT+ or from a Black, Asian or Minority Ethnic (BAME) background, as they are currently under-represented within our organisation.
CityCare is an equal opportunities employer. We are positive about employing people with disabilities. If you require your application in a different format please contact Human Resources on 0115 8839418. CityCare is committed to the protection of vulnerable adults and children.
Job description
Job responsibilities
Job Purpose
To provide an excellent, high quality service to all customers using the Integrated Care Home Service single point of access.
The post holder will work within a busy team environment providing support navigating phone calls for the Integrated Care Home Service.
The post holder will possess a high standard of customer care principles and aim to achieve positive stakeholder experience from all that use the Integrated Care Home Service.
The post holder will work in collaboration with CityCare services and stakeholders to support the aim for patients to get the right care from the right person at the right time in the right place.
Dimensions
The post holder will be required to participate in all mandatory and role specific training as required.
The post holder will be required to support with administration duties as required.
Key Responsibilities
To support the clinical triage and act as a single point of contact for the Integrated Care Home Service.
To have an understanding of services hosted by CityCare toeffectively be the interface between patients and CityCare healthcareprofessionals.
To take ownership of the call to ensure all required clinicalinformation is obtained for the Service that is most appropriate to meet the patients needs.
To accurately input and update patient records using various electronicsystems to include the registration of referrals.
To work within an environment that receives and makes a high volume of inbound and outbound calls.
To effectively manage calls from potentially distressed referrers/ carers/ relatives and act appropriately in a supportive, empathetic and courteous manner, escalating to senior members of the team as appropriate.
To be considerate, sensitive and supportive to individuals which may include communication, religion/ belief and disability needs.
To fully comply with both legal and local policies and procedures onconfidentiality and employment practices.
To actively seek feedback from all stakeholders in relation to their Community Triage service experience, this may be in the form of questionnaires, to contribute to improving service delivery.
To plan and organise work using own initiative whilst being able to work flexibly as a valuable member of the team.
To undertake general tasks as part of a busy administration team, this will require competency in the use of Microsoft Office.
To have a creative approach to work practices where you are able to propose ideas that will stimulate change and service development.
To support members of the team in the induction and training of new starters to the service.
To undertake any additional duties as appropriate and delegated by the Supervisor.
Job description
Job responsibilities
Job Purpose
To provide an excellent, high quality service to all customers using the Integrated Care Home Service single point of access.
The post holder will work within a busy team environment providing support navigating phone calls for the Integrated Care Home Service.
The post holder will possess a high standard of customer care principles and aim to achieve positive stakeholder experience from all that use the Integrated Care Home Service.
The post holder will work in collaboration with CityCare services and stakeholders to support the aim for patients to get the right care from the right person at the right time in the right place.
Dimensions
The post holder will be required to participate in all mandatory and role specific training as required.
The post holder will be required to support with administration duties as required.
Key Responsibilities
To support the clinical triage and act as a single point of contact for the Integrated Care Home Service.
To have an understanding of services hosted by CityCare toeffectively be the interface between patients and CityCare healthcareprofessionals.
To take ownership of the call to ensure all required clinicalinformation is obtained for the Service that is most appropriate to meet the patients needs.
To accurately input and update patient records using various electronicsystems to include the registration of referrals.
To work within an environment that receives and makes a high volume of inbound and outbound calls.
To effectively manage calls from potentially distressed referrers/ carers/ relatives and act appropriately in a supportive, empathetic and courteous manner, escalating to senior members of the team as appropriate.
To be considerate, sensitive and supportive to individuals which may include communication, religion/ belief and disability needs.
To fully comply with both legal and local policies and procedures onconfidentiality and employment practices.
To actively seek feedback from all stakeholders in relation to their Community Triage service experience, this may be in the form of questionnaires, to contribute to improving service delivery.
To plan and organise work using own initiative whilst being able to work flexibly as a valuable member of the team.
To undertake general tasks as part of a busy administration team, this will require competency in the use of Microsoft Office.
To have a creative approach to work practices where you are able to propose ideas that will stimulate change and service development.
To support members of the team in the induction and training of new starters to the service.
To undertake any additional duties as appropriate and delegated by the Supervisor.
Person Specification
Qualifications
Essential
- Good working knowledge of Microsoft Office to include Outlook/ Word.
- IT literate.
Desirable
- NVQ in Administration.
- Customer Service.
Experience
Essential
- Experience of multi-disciplinary team working in a Health Care, Social Care, Voluntary Care setting.
- Experience managing own workload in a team setting.
- Experience of working with individuals and/or groups within a Health Care, Social Care, Voluntary Care setting.
- Experience of working with individuals who have long-term conditions.
- Experience of record keeping and accurate data recording.
Desirable
- Experience of working in a community setting.
- Experience of working in a care home.
- Experience of working at Band 3/equivalent level in a health or social care setting.
- Experience of providing health or social care to clients.
- Experience of using databases.
Skills and Attributes
Essential
- Knowledge of professional area procedures and practices (e.g. nursing, physiotherapy or occupational therapy).
- Knowledge of Health and Social Care provision.
- Knowledge of need and risk in relation to Health Care provision in the community.
- Understanding the concepts of assessment and care planning.
- Knowledge of the roles of the members of the multi professional team.
- Awareness of Rehabilitation and/or Nursing Care process.
- Awareness of promoting/enabling independence and self care.
- Awareness of a range of activity of daily living equipment and adaptations.
- Effective communication skills (Verbal and written) and good interpersonal skills.
- Ability to prioritise and plan workload.
- Ability to follow the Health Care Support Workers code of conduct policy and maintain professional boundaries.
- Ability to recognise the need for help and support from other professionals.
- Ability to contribute to the effective working of a team.
- Ability to complete a standard assessment of need and take appropriate action.
- Ability to involve individuals in a person centered approach to care.
- problem solve quickly and effectively.
Desirable
- Knowledge of specific nursing and rehabilitation interventions.
- Awareness of Mental Health issues.
- Knowledge of how to access equipment and adaptations.
- Ability to lead group activity sessions.
- Ability to take on administration and organisational tasks within a team.
- Ability to support the teams referral process.
- Negotiation skills.
- Conflict management skills.
Person Specification
Qualifications
Essential
- Good working knowledge of Microsoft Office to include Outlook/ Word.
- IT literate.
Desirable
- NVQ in Administration.
- Customer Service.
Experience
Essential
- Experience of multi-disciplinary team working in a Health Care, Social Care, Voluntary Care setting.
- Experience managing own workload in a team setting.
- Experience of working with individuals and/or groups within a Health Care, Social Care, Voluntary Care setting.
- Experience of working with individuals who have long-term conditions.
- Experience of record keeping and accurate data recording.
Desirable
- Experience of working in a community setting.
- Experience of working in a care home.
- Experience of working at Band 3/equivalent level in a health or social care setting.
- Experience of providing health or social care to clients.
- Experience of using databases.
Skills and Attributes
Essential
- Knowledge of professional area procedures and practices (e.g. nursing, physiotherapy or occupational therapy).
- Knowledge of Health and Social Care provision.
- Knowledge of need and risk in relation to Health Care provision in the community.
- Understanding the concepts of assessment and care planning.
- Knowledge of the roles of the members of the multi professional team.
- Awareness of Rehabilitation and/or Nursing Care process.
- Awareness of promoting/enabling independence and self care.
- Awareness of a range of activity of daily living equipment and adaptations.
- Effective communication skills (Verbal and written) and good interpersonal skills.
- Ability to prioritise and plan workload.
- Ability to follow the Health Care Support Workers code of conduct policy and maintain professional boundaries.
- Ability to recognise the need for help and support from other professionals.
- Ability to contribute to the effective working of a team.
- Ability to complete a standard assessment of need and take appropriate action.
- Ability to involve individuals in a person centered approach to care.
- problem solve quickly and effectively.
Desirable
- Knowledge of specific nursing and rehabilitation interventions.
- Awareness of Mental Health issues.
- Knowledge of how to access equipment and adaptations.
- Ability to lead group activity sessions.
- Ability to take on administration and organisational tasks within a team.
- Ability to support the teams referral process.
- Negotiation skills.
- Conflict management skills.
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.
