Job summary
Do you want to be part of an innovative and forward-thinking organisation that will support your development?
If so, then our team is the team you have been looking for.
An opportunity has arisen to join the team of the Urgent Community Response and Reablement service across Nottingham City.
The service consists of multi-disciplinary teams that include Physiotherapists, Occupational Therapists, Nurses, Registered Medical Assistants, Assistant Practitioners and Rehabilitation Support Workers and Community Support Assistants (this role).
The aim of the MDT is to promote independence through rehabilitation and crisis management with citizens in their own home or within a short-term care setting to prevent unnecessary hospital admissions and support timely hospital discharges.
Coordinators manage and coordinate the care patients deliver. We are looking for enthusiastic, team player to work with the established Urgent Community Response and Reablement Teams.
We are a dynamic, developing organisation with well recognised urgent care and rehabilitation services providing education, advice, support and rehabilitation for patients across health, social care, care homes and the independent sector. This role requires someone who can work under pressure, has excellent I.T skills, the ability to communicate with the wider MDT and work to a shift pattern which includes shifts outside normal working hours.
A can do attitude and positive nature is essential.
Main duties of the job
As a coordinator you will be the main point of contact for the service receiving referrals from a wide range of sources including GPs, Community Nurses, Hospital and Social Services. You will work within a team of coordinators to ensure efficient delivery of service and excellent customer care.
You will possess excellent written and verbal communication skills, organisational skills and have the ability to manage conflicting priorities.
Main duties involve:
- Receive new referrals and ensure accurate documentation within various databases such as SystmOne and CM2000.
- Completing reports and data collection
- Organising care and rehabilitation visits and referring patients to Social Services when long term care needs have been identified.
- Work closely with the internal multi-disciplinary team as well as external health and social services to maintain a high standard of care for our patients.
- Play a key role in supporting patients discharges back into the community from hospital.
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 assist in the delivery of an efficient and effective referral service for adults to prevent hospital admission, support hospital discharges and maintain independence via reablement. Navigate various electronic databases across Health and Social Care system including providing the point of contact for Nottingham University Hospitals NHS Trust to support discharges into a community bed setting or home.
- Liaising and working with internal and external health professionals and Nottinghamshire Integrated Care Board providers
- Have a good understanding of the variety of services that are available to assist referrers in meeting an individuals need. This will include taking referrals, documenting, triaging into the Urgent Community Response Team, Integrated Reablement, Community Beds and signposting citizens to other services.
- Daily tasks include allocation of visits, Input and updating new and existing referrals using various Databases, including SystmOne, CM2000 and associated systems. Running reports and assisting with data analysis and report creation.
Dimensions
- Ensure that team member is aware of their own role and any new information for cover arrangements.
- To actively participate in CityCare mandatory and role relevant individual and team training
Key Responsibilities
- To receive calls and referrals for the Integrated Reablement and Urgent Community Response Team, Community Triage Hub for hospital discharge facilitation and ensure referrals are processed within the required response / assessment period.
- To coordinate with community based health and social care teams / services to enable a citizens discharge to take place safely and appropriately back to the community once identified as medically stable to leave hospital by the hospital based care coordination team.
- To inform the hospital care coordination team of the community response to facilitate discharge within the 2 hour response target time to enable the hospital to plan discharge.
- To accurately input and update new and existing referrals using variousDatabases, including Microsoft Excel, SystmOne, CM2000 and other systems.
- To be responsible for running reports and data collection, in order to inform commissioningservices and the provider business unit.
- To have an understanding and knowledge of the variety of relevant services and their referral criteria available within Health and Social Care to enable appropriate advice and guidance to be given to referrers, and to ensure this information is kept up to date.
- To make judgments regarding referrals, for example, by triaging them to ensure that citizens are seen by the most appropriate team / service at the right time to meet their needs.
- To utilise clinical support for complex referrals.
- To organise packages of care after clinical assessment.
- To manage and maintain the daily capacity for relevant services ensuring this information is passed to relevant professionals.
- To be able to effectively handle calls from distressed referrers/ clients/ carers who are experiencing problems and act appropriately in a supportive, empathetic and courteous manner. To be able to alert team members to any relevant issues arising.
- Assist in the development and maintenance of databases, including Excel and organisation specific systems, ensuring that data is collected, recorded and take part on analysing data as appropriate.
- To be aware of and appreciate the range of barriers to communication that exist, whether these be due to disability, cultural perspective, language or comprehension and to be able to respond in a supportive, empathetic and courteous manner when answering telephone calls from referrers/ clients/ carers.
- To maintain, monitor and produce accurate monthly/ quarterly statistics as identified within each services specification.
- To be customer focused when representing the service and ensuring that the reception people are given is supportive, welcoming and helpful.
- To work within the relevant legal frameworks and have an understanding of the Data Protection Act and how this related to the management of confidential information in accordance with organisational policy.
- To plan/organise work using own initiative, whilst being able to work as a valuable member of a team.
- Assist in the orientation and induction of new starters for the service explaining the Crisis coordinator role in relation to the referral process.
- To undertake general office procedures including photocopying etc as required.
- To be involved in the marketing of the team within the wider health and social care community, including voluntary and third sector providers.
- To participate in individual appraisal and supervision, contributing to the identification of training opportunities.
- To work effectively as part of a team to provide cover for other administration staff (including the end of life Palliative service) when required and to be flexible regarding working hours to meet the needs of the service.
- To undertake any additional duties as appropriate and delegated by the manager.
Job description
Job responsibilities
Job Purpose
- To assist in the delivery of an efficient and effective referral service for adults to prevent hospital admission, support hospital discharges and maintain independence via reablement. Navigate various electronic databases across Health and Social Care system including providing the point of contact for Nottingham University Hospitals NHS Trust to support discharges into a community bed setting or home.
- Liaising and working with internal and external health professionals and Nottinghamshire Integrated Care Board providers
- Have a good understanding of the variety of services that are available to assist referrers in meeting an individuals need. This will include taking referrals, documenting, triaging into the Urgent Community Response Team, Integrated Reablement, Community Beds and signposting citizens to other services.
- Daily tasks include allocation of visits, Input and updating new and existing referrals using various Databases, including SystmOne, CM2000 and associated systems. Running reports and assisting with data analysis and report creation.
Dimensions
- Ensure that team member is aware of their own role and any new information for cover arrangements.
- To actively participate in CityCare mandatory and role relevant individual and team training
Key Responsibilities
- To receive calls and referrals for the Integrated Reablement and Urgent Community Response Team, Community Triage Hub for hospital discharge facilitation and ensure referrals are processed within the required response / assessment period.
- To coordinate with community based health and social care teams / services to enable a citizens discharge to take place safely and appropriately back to the community once identified as medically stable to leave hospital by the hospital based care coordination team.
- To inform the hospital care coordination team of the community response to facilitate discharge within the 2 hour response target time to enable the hospital to plan discharge.
- To accurately input and update new and existing referrals using variousDatabases, including Microsoft Excel, SystmOne, CM2000 and other systems.
- To be responsible for running reports and data collection, in order to inform commissioningservices and the provider business unit.
- To have an understanding and knowledge of the variety of relevant services and their referral criteria available within Health and Social Care to enable appropriate advice and guidance to be given to referrers, and to ensure this information is kept up to date.
- To make judgments regarding referrals, for example, by triaging them to ensure that citizens are seen by the most appropriate team / service at the right time to meet their needs.
- To utilise clinical support for complex referrals.
- To organise packages of care after clinical assessment.
- To manage and maintain the daily capacity for relevant services ensuring this information is passed to relevant professionals.
- To be able to effectively handle calls from distressed referrers/ clients/ carers who are experiencing problems and act appropriately in a supportive, empathetic and courteous manner. To be able to alert team members to any relevant issues arising.
- Assist in the development and maintenance of databases, including Excel and organisation specific systems, ensuring that data is collected, recorded and take part on analysing data as appropriate.
- To be aware of and appreciate the range of barriers to communication that exist, whether these be due to disability, cultural perspective, language or comprehension and to be able to respond in a supportive, empathetic and courteous manner when answering telephone calls from referrers/ clients/ carers.
- To maintain, monitor and produce accurate monthly/ quarterly statistics as identified within each services specification.
- To be customer focused when representing the service and ensuring that the reception people are given is supportive, welcoming and helpful.
- To work within the relevant legal frameworks and have an understanding of the Data Protection Act and how this related to the management of confidential information in accordance with organisational policy.
- To plan/organise work using own initiative, whilst being able to work as a valuable member of a team.
- Assist in the orientation and induction of new starters for the service explaining the Crisis coordinator role in relation to the referral process.
- To undertake general office procedures including photocopying etc as required.
- To be involved in the marketing of the team within the wider health and social care community, including voluntary and third sector providers.
- To participate in individual appraisal and supervision, contributing to the identification of training opportunities.
- To work effectively as part of a team to provide cover for other administration staff (including the end of life Palliative service) when required and to be flexible regarding working hours to meet the needs of the service.
- To undertake any additional duties as appropriate and delegated by the manager.
Person Specification
Qualifications
Essential
- Excellent working knowledge of Microsoft Office software.
- Foundation degree or NVQ 3 / equivalent or demonstrable experience in admin, business, marketing, customer service environment
Desirable
- Degree level education
- ECDL qualification
- Customer Service
- Working knowledge of Excel and the management of data bases.
Knowledge and skills
Essential
- Excellent communication skills, written and verbal, including listening skills
- Assertiveness, ability to self-motivate and motivate others.
- Understanding and able to deal with confidential and sensitive issues when liaising with team members / other professionals.
- Ability to prioritise, organise and delegate workload to meet deadlines.
- Awareness of the barriers to effective communication
- Understanding of and commitment to equal opportunities and equity in service delivery
- Ability to problem solve and support others in resolving problems
- Persuasion / influencing skills
- Ability to manage conflicting issues assertively and sensitively.
- Remain calm under pressure.
- Ability to plan and organise own and teams workload.
- Be flexible in the management / involvement of development and change
- Advanced key board skills
- Evidence of a creative approach to work practice, being able to propose ideas that will stimulate change and service development
- Willingness to assist with change implementation.
Desirable
- Knowledge and understanding of relevant health and social care legislation and initiatives
- Experience of supervising and training others on admin processes and procedures
Special Requirements
Essential
- Ability to be flexible over hours worked within contracted hours to meet the needs of the service - This post requires shift working between 7am 10pm 5 days over 7 including weekend and bank holidays
- Ability to commute to base and travel between locations.
- Ability to work under pressure with constant interruptions requiring skills in multi-tasking, maintaining accuracy at all times.
Experience
Essential
- Proven administration experience
- Leadership & Development qualities, including supervision of staff
- Strong communication skills
Desirable
- Experience of working within Multidisciplinary teams
- Recruitment and selection and appraisal skills
Person Specification
Qualifications
Essential
- Excellent working knowledge of Microsoft Office software.
- Foundation degree or NVQ 3 / equivalent or demonstrable experience in admin, business, marketing, customer service environment
Desirable
- Degree level education
- ECDL qualification
- Customer Service
- Working knowledge of Excel and the management of data bases.
Knowledge and skills
Essential
- Excellent communication skills, written and verbal, including listening skills
- Assertiveness, ability to self-motivate and motivate others.
- Understanding and able to deal with confidential and sensitive issues when liaising with team members / other professionals.
- Ability to prioritise, organise and delegate workload to meet deadlines.
- Awareness of the barriers to effective communication
- Understanding of and commitment to equal opportunities and equity in service delivery
- Ability to problem solve and support others in resolving problems
- Persuasion / influencing skills
- Ability to manage conflicting issues assertively and sensitively.
- Remain calm under pressure.
- Ability to plan and organise own and teams workload.
- Be flexible in the management / involvement of development and change
- Advanced key board skills
- Evidence of a creative approach to work practice, being able to propose ideas that will stimulate change and service development
- Willingness to assist with change implementation.
Desirable
- Knowledge and understanding of relevant health and social care legislation and initiatives
- Experience of supervising and training others on admin processes and procedures
Special Requirements
Essential
- Ability to be flexible over hours worked within contracted hours to meet the needs of the service - This post requires shift working between 7am 10pm 5 days over 7 including weekend and bank holidays
- Ability to commute to base and travel between locations.
- Ability to work under pressure with constant interruptions requiring skills in multi-tasking, maintaining accuracy at all times.
Experience
Essential
- Proven administration experience
- Leadership & Development qualities, including supervision of staff
- Strong communication skills
Desirable
- Experience of working within Multidisciplinary teams
- Recruitment and selection and appraisal 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.
