Job summary
PLEASE NOTE THAT THIS ADVERT MAY BE CLOSED EARLY IF WE RECEIVE A LARGE NUMBER OF APPLICATIONS
We are looking for an enthusiastic and motivated individual with excellent customer care and admin skills to join our team. You will support the team, our service users and carers in the effective running of the service.Using excellent customer service skills the post holder will often act as the first point of contact to service users, carers and staff and will provide advice and information on involvement and engagement activity queries.This role requires the post holder to work autonomously to meet predefined objectives set by the respective manager, within timescales and sometimes without direct supervision from within the team. It requires excellent organisational skills and an ability to communicate routine and sensitive information to staff, service users and carers.
We welcome applications from people with lived experience of mental health difficulties, learning disability and/or autism.
Main duties of the job
The involvement and engagement team supports service users and carers to engage and get involved in involvement activity and events and provides support and development for them to do so.The team also work with our services offering guidance and support in developing opportunities where service users and carers can influence and co-design our services and processes.
About us
We are proud to provide high quality mental health and learning disability services, both inpatient and in the community across five boroughs of Greater Manchester - Bury, Oldham, Rochdale, Stockport and Tameside and Glossop.
Our vision is for a happier and more hopeful life for everyone in our communities and our staff work hard to deliver the very best care for the people who use our services. We're really proud of our#PennineCarePeopleand do everything we can to make sure we're a great place to work.
All individuals regardless of race, age, disability, ethnicity, nationality, gender, gender reassignment, sexual orientation, religion or belief, marriage and civil partnership are encouraged to apply for this post. We would also encourage applications from individuals with a lived experience of mental illness, either individually or as a carer.
If you come and work for us we will offer a range of benefits and opportunities, including:
- Generous annual leave entitlement for Agenda for Change and Medical and Dental staff.
- Flexible working opportunities to support your work/life balance
- Access to Continued Professional Development
- Involvement in improvement and research activities
- Health and Wellbeing activities and access to an excellent staff wellbeing service
- Access to staff discounts across retail, leisure and travel
Job description
Job responsibilities
Support the planning and organization of the development of a range of activities including training and engagement events. To be responsible for the servicing of designated meetings, including the preparation of agendas, supporting papers, minute taking, management of actions etc; To provide advice and information to service users and carers regarding involvement and engagement activity processes such as how to apply for activity, payment processes
To analyse situations often requiring tact or persuasive skills, to resolve queries as much as possible on the spot, referring more complex queries to other members of the Involvement and Engagement Team members. Escalate concerns regarding the safety and wellbeing of service users and carer to clinical (i.e. CMHT, Consultant) or corporate services colleagues (i.e. Safeguarding or patient safety teams) To input involvement and engagement activity information onto electronic systems. To maintain the electronic database to ensure a thorough, accurate and robust record of involvement activity. To support the maintenance of a central repository of Trust information and documents supportive of and relating to service user and carer engagement ensuring timely access to accurate information as and when required. Other general office duties will include drafting standard letters, message taking, sending out post, photocopying, and providing general administration assistance to the rest of the team. To support the production and circulation of new and existing documentation and resources relating to service user and carer involvement and engagement As required, support training, development and supervision of volunteers as appropriate to the structure and function of the team; To collate and organise the recording of staff, service user and carer customer satisfaction information Provide occasional cover (for leave/other absences) to the wider Patient Experience Team undertaking similar tasks
Job description
Job responsibilities
Support the planning and organization of the development of a range of activities including training and engagement events. To be responsible for the servicing of designated meetings, including the preparation of agendas, supporting papers, minute taking, management of actions etc; To provide advice and information to service users and carers regarding involvement and engagement activity processes such as how to apply for activity, payment processes
To analyse situations often requiring tact or persuasive skills, to resolve queries as much as possible on the spot, referring more complex queries to other members of the Involvement and Engagement Team members. Escalate concerns regarding the safety and wellbeing of service users and carer to clinical (i.e. CMHT, Consultant) or corporate services colleagues (i.e. Safeguarding or patient safety teams) To input involvement and engagement activity information onto electronic systems. To maintain the electronic database to ensure a thorough, accurate and robust record of involvement activity. To support the maintenance of a central repository of Trust information and documents supportive of and relating to service user and carer engagement ensuring timely access to accurate information as and when required. Other general office duties will include drafting standard letters, message taking, sending out post, photocopying, and providing general administration assistance to the rest of the team. To support the production and circulation of new and existing documentation and resources relating to service user and carer involvement and engagement As required, support training, development and supervision of volunteers as appropriate to the structure and function of the team; To collate and organise the recording of staff, service user and carer customer satisfaction information Provide occasional cover (for leave/other absences) to the wider Patient Experience Team undertaking similar tasks
Person Specification
Education/Qualifications
Essential
- Good level of general education including GCSE English and numeracy skills
- NVQ level 3 or equivalent experience
- NVQ level 3 or equivalent experience
Desirable
- NHS experience or working within a busy office environment
- ECDL
Experience
Essential
- Experience of working in a busy office with competing priorities
- Experience in setting up computer files and spread sheets
- Experience of minute taking and accurate recording of meetings
- Experience of using electronic reporting and data management system i.e. Ulysses, Datix or similar
Knowledge
Essential
- Good written and spoken English
- Office systems and procedures
- Diary management and appointment booking using manual and computerised systems
Skills and abilities
Essential
- Excellent customer care skills
- Sensitivity to people with mental health problems
- Able to prioritise workload
- Ability to demonstrate a methodical, organised and flexible approach to work.
- Ability to work as a member of a team and on own initiative
- Ability to respond to queries and simple problem solving
- Ability to follow procedures and undertake duties in accordance with departmental policies
- Effective communication (verbal and written) skills in order to communicate with all levels of the organisation.
- Able to handle sensitive information with utmost discretion.
- Good interpersonal skills in order to liaise effectively with people at all levels.
- Able to work to deadlines and under pressure
- Able to put people at ease and be able to relate well to children and adults
- Able to work on own initiative without close supervision.
- Capable of prioritising and organising own workload and that of others.
- Able to work as a member of a team.
- Setting up manual and electronic filing systems
- Commitment to providing a high quality of service
- Ability to remain calm under pressure
Work Related Circumstances
Essential
- Ability to work flexibly to meet the needs of the service
- Use of a car or access to a means of mobility to travel across the Trust footprint in line with service needs
- Willing to carry out all duties and responsibilities of the post in accordance with the Trust's Equal Opportunities and Equality and Diversity policies
- Appointments to regulated and controlled activities require an enhanced DBS disclosure.
Person Specification
Education/Qualifications
Essential
- Good level of general education including GCSE English and numeracy skills
- NVQ level 3 or equivalent experience
- NVQ level 3 or equivalent experience
Desirable
- NHS experience or working within a busy office environment
- ECDL
Experience
Essential
- Experience of working in a busy office with competing priorities
- Experience in setting up computer files and spread sheets
- Experience of minute taking and accurate recording of meetings
- Experience of using electronic reporting and data management system i.e. Ulysses, Datix or similar
Knowledge
Essential
- Good written and spoken English
- Office systems and procedures
- Diary management and appointment booking using manual and computerised systems
Skills and abilities
Essential
- Excellent customer care skills
- Sensitivity to people with mental health problems
- Able to prioritise workload
- Ability to demonstrate a methodical, organised and flexible approach to work.
- Ability to work as a member of a team and on own initiative
- Ability to respond to queries and simple problem solving
- Ability to follow procedures and undertake duties in accordance with departmental policies
- Effective communication (verbal and written) skills in order to communicate with all levels of the organisation.
- Able to handle sensitive information with utmost discretion.
- Good interpersonal skills in order to liaise effectively with people at all levels.
- Able to work to deadlines and under pressure
- Able to put people at ease and be able to relate well to children and adults
- Able to work on own initiative without close supervision.
- Capable of prioritising and organising own workload and that of others.
- Able to work as a member of a team.
- Setting up manual and electronic filing systems
- Commitment to providing a high quality of service
- Ability to remain calm under pressure
Work Related Circumstances
Essential
- Ability to work flexibly to meet the needs of the service
- Use of a car or access to a means of mobility to travel across the Trust footprint in line with service needs
- Willing to carry out all duties and responsibilities of the post in accordance with the Trust's Equal Opportunities and Equality and Diversity policies
- Appointments to regulated and controlled activities require an enhanced DBS disclosure.
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
