Job responsibilities
To act as the first point of contact for the wheelchair maintenance service dealing with verbal and telephone enquiries and correspondence in an effective, courteous and timely manner using own judgement as to appropriate action to be taken. The post holder will be expected to exercise initiative, prioritising conflicting work demands and effectively communicate verbally and in writing, with a wide range of internal and external colleagues, exercising tact and diplomacy. Contacts will include enquiries from; senior staff, patients, relatives, internal and external departments and may require drafting written responses on behalf of the Maintenance Service Manager.
Sensitively exchange information with the user and other stakeholders, using terminology which ensures understanding by all parties noting that there is a likelihood that English is not the first language. There is also a need to have understanding of cultural differences of differing ethnic groups. There is also a need to have an up to date knowledge of relevant current legislation in the field of disability.
To understand and empathise with users with particular disabilities that may make communication difficult, this will require a knowledge of different communication systems including non-verbal systems such as type talk, fax and e-mail as well as the Trusts appointment management systems.
To understand and empathise with users or carers where collection of wheeled mobility equipment is being made following bereavement. There is also a need to be able to communicate with users who are annoyed/frustrated or distressed about the equipment they have, not functioning.
Responsible for the day-to-day organisation of the wheelchair maintenance service office, including handling mail and maintaining adequate stationery supplies.
To ascertain the nature of the problem regarding the users equipment and obtaining sufficient information about the faulty equipment to allow the Rehabilitation Engineering Technician to facilitate and complete the repair.
Independently identify with the user and other stakeholders whether the ad-hoc repair work required is routine or urgent. Acting on this information and negotiating with the user/carer when the job is able to be completed ensuring that the work is scheduled within the contracted timescales.
Independently organise with the user and other stakeholders, the planned maintenance and clinical review of equipment prescribed by the wheelchair service, verifying which equipment should be maintained utilising the specialist database. Acting on this information and negotiating with the user/carer when the job is able to be completed ensuring that the work is scheduled within the contracted timescales.
Independently organise with the user and other stakeholders, the delivery of equipment prescribed by the wheelchair service, verifying that all equipment is available for delivery. Acting on this information and negotiating with the user/carer when the job is able to be completed ensuring that the work is scheduled within the contracted timescales
Independently organise with the user and other stakeholders, the collection of equipment prescribed by the wheelchair service, verifying which equipment should be collected utilising the specialist database. Acting on this information and negotiating with the user/carer when the job is able to be completed ensuring that the work is scheduled within the contracted timescales.
Utilising the specialist database, complete electronic repair/delivery/collection records to ensure that all information associated with that activity is recorded, to ensure that a full patient and equipment history is available.
Utilising the specialist database, generate and maintain a catalogue of spare parts to ensure that these can be easily identified based on the manufacturers technical information.
Maintaining an up-to-date library of equipment user manuals to ensure that all equipment serviced for re-issue and provided to end users has suitable instruction for use documentation available.
Generate internal requisitions utilising the specialist database orders from electronic stock information or specific instructions.
Completion of electronic procurement utilising the Trusts system to generate requisitions for equipment and components required for the running of the service.
Completion of electronic goods inwards records utilising the Trusts electronic procurement system.
Completion of electronic goods inwards records utilising the specialist database to ensure that equipment is fully traceable from receipt to disposal.
Completion of electronic quarantine records utilising the specialist database to ensure that equipment is fully traceable from receipt to disposal, this includes direct supplier or regulatory agency contact to ensure that quarantined equipment is resolved efficiently so that the committed work can be completed within the target timescale.
Independently setup and maintain a paper filing and archiving system for patient and equipment records which allows documents to be easily securely and safely stored in relation to the Data Protection Act as well as being easily able to be retrieved should the need arise.
Ensure that local electronic data backup is undertaken for the localised network, testing the data back up as necessary to confirm that data integrity is maintained.
Record user complaints/feedback in to the quality management system ensuring that they are brought to the attention of the service manager and the customer according to the Trust protocol and within the required timescales.
Maintain and update the equipment stock management records, in both electronic and or paper form. Distribution of the stock management records to the relevant personnel at agreed intervals.
Administrative/Financial
Co-ordinating the electronic diary and schedule availability of all technical staff in relation to user/patient related work activities.
Opening and sorting of all incoming post ensuring that it is distributed to other members of the team as appropriate.
Organising and sorting of all outgoing post ensuring that it is distributed to the relevant parties as appropriate.
Maintain local sickness absence and annual leave records to support those of the parent department.
Complete progress chasing of outstanding purchase orders to ensure that planned work can be achieved in the required timescale.
Prepare creditors invoices for payment by assuring that they are accurately coded and highlighting any anomalies between the invoice and purchase order for the authorised signatory.
Maintain appropriate stock of stationary and computer consumables for the department and organise procurement of these items.
Ensure that specialist service database is functioning correctly, recording all identified faults, providing feedback to the database support department, arranging for repair or installation of upgrade patches as necessary.
To ensure that acceptable standards of data protection are maintained in accordance with the Data Protection Act 1984 and to observe and maintain confidentiality of patient records and staff information. The post holders attention is also drawn to the Computer Misuse Act 1990.
Provide secretarial support to the Maintenance Service Manager ensuring high levels of accuracy and proficiency in Microsoft packages; Publisher, Word, Excel and Access. Other tasks will include preparation of presentation materials as appropriate, photocopying and dealing with mail.
Quality
Ensure all work complies with the divisional quality system procedures and that any changes in practise are notified to the Quality Manager.
Issue and withdraw both electronic and paper documents to the field staff ensuring that document control is assured throughout the site.
Independently undertake audit of completed work independently using a variety of methods as a tool to increase the effectiveness of the service. These are to be feedback to the departmental Quality Manager using paper and electronic systems as required.
Health and Safety
The post holder has a general duty of care for their own health, safety and well being and that of work colleagues, visitors and patients within the hospital, in addition to any specific risk management or clinical governance accountabilities associated with this post.
In association with local health and safety committee, take such steps as necessary to ensure the implementation of safe working practices, in accordance with the Health & Safety at Work Act, especially noting the moving and handling requirements of jobs in the facility.
Undertake local risk management as part of lone worker home visits based on both the Trusts and Health & Safety Executive lone worker policy to ensure that information relating to potentially hazardous environments is relayed back to relevant trust departments.
Carry out all duties in accordance with the requirements of the Health & Safety at Work Act, relevant statutory requirements, approved codes of practise and the local policies and procedures.
Report all hazardous situations and defective equipment to the appropriate authority.
Teaching, Training and Research
Actively participate in personal development together with line manager. Ensure performance is appraised following the Trust appraisal and KSF procedures.
Attend, as appropriate; conferences, seminars and meetings, in agreement with the Maintenance Service Manager or Head of Rehabilitation Engineering Division.
Provide local training in specialist database and administrative tasks to new staff as necessary.
