Job summary
Hope House Sexual Assault Referral Centre (SARC) is a service in Gloucestershire offering 24/7 emotional and practical support; as well as forensic medical care, to anyone who has been raped or sexually assaulted.
Victims are offered support based on their individual needs and can access the service via the Police and other professionals. Victims can also contact the SARC directly to arrange an appointment without Police involvement.
The role of a SARC Administrator exists to provide business support, administrative leadership and general office management to deliver a high quality, comprehensive administrative service.
Main duties of the job
The post holder will report directly to the SARC Team Leader. They shall be based at Hope House SARC, Gloucester. The postholder will be responsible for their own workload.
This is a busy, demanding and challenging role. The post holder will need to be resilient and able to adopt a mature and sensitive attitude towards the team's work.
Whilst there is no direct line management responsibility, the post holder will be expected to assist the team with training and induction of new staff.
The qualification, training & experience requirements for the role are underlined in the Job Description/Person Specification.
About us
We have a skilled and dedicated workforce of over 5000 colleagues working in a diverse range of services over 55 sites and within people's homes. We strive to enable a welcoming workplace culture that builds and celebrates civility, inclusivity and diversity, while providing a sense of belonging and trust.
Annual staff surveys, regular Pulse surveys and other engagement opportunities provide our people with lots of opportunity to tell us about their experiences of working with us. In the latest staff survey, 61% of colleagues gave us their views. It was great to hear that:
- 72% of colleagues would recommend the Trust as a place to work, ranking us 1st for Provider Trusts in the South West region on this question.
- 76% would recommend the standard of care provided in our services if a friend or relative needed treatment, also ranking us 1st in the South West region.
- 81% said that care of patients and service users is the Trust's priority, compared with an average in comparable NHS Trusts in England of 64%.
This high-level overview shows we are in a healthy position, with higher scores than average for comparable organisations, alongside a great response rate, indicating good staff engagement. However, we also know we have plenty of room for improvement in many areas. To that end, we continue to prioritise and invest in our commitment to genuinely becoming a Great Place to Work with consistent top-quartile performance in the annual staff survey and Pulse surveys.
Job description
Job responsibilities
Answer incoming calls in a professional manner and direct telephone queries; liaising with both internal and external agencies.
Acknowledge and respond to queries, from clients and professionals; via telephone, text, email and in person.
Ensure all enquires are responded to professionally, and relayed accurately, in a timely manner to relevant persons.
To demonstrate excellent customer care by listening and being empathic when communicating complex and sensitive information. Anticipate barriers to communicating sensitive information at traumatic times; particularly with vulnerable individuals.
Check the SARC inbox daily for new emails and referrals. Action and respond accordingly.
Support the Team to complete onward support referrals; including counselling and ISVA.
Contact clients and professionals, to provide appointment and referral updates.
Update SARCs Case Management System; with case notes and documents.
Circulate weekly and monthly Team rotas. Review staff Timesheets and add staff enhancements to the Trusts E-Rostering system (Health Roster). Update system with any changes to the staff rota. Inform staff of any changes.
Accurately input data onto excel spreadsheets and written records. Ensure the collection and submission of all data required by local, regional and national performance management frameworks by the target deadlines and as required by direct line management.
Responsible for infection control audits and fire/health and safety audits.
To maintain accurate record keeping/ documentation and to maintain confidential client notes as per protocols and information governance.
To arrange meetings and manage staff diaries. Prepare meeting minutes promptly and efficiently. Maintain the agreed record-keeping system for meeting minutes, ensuring they are properly filed and easily accessible.
Participate in the opening, sorting and distribution of post.
To update and maintain an effective and up to date filing system. This will include archiving and monitoring systems, such as equipment logs, service records and site information.
Ordering and maintaining equipment, consumables, office supplies and stationery.
Job description
Job responsibilities
Answer incoming calls in a professional manner and direct telephone queries; liaising with both internal and external agencies.
Acknowledge and respond to queries, from clients and professionals; via telephone, text, email and in person.
Ensure all enquires are responded to professionally, and relayed accurately, in a timely manner to relevant persons.
To demonstrate excellent customer care by listening and being empathic when communicating complex and sensitive information. Anticipate barriers to communicating sensitive information at traumatic times; particularly with vulnerable individuals.
Check the SARC inbox daily for new emails and referrals. Action and respond accordingly.
Support the Team to complete onward support referrals; including counselling and ISVA.
Contact clients and professionals, to provide appointment and referral updates.
Update SARCs Case Management System; with case notes and documents.
Circulate weekly and monthly Team rotas. Review staff Timesheets and add staff enhancements to the Trusts E-Rostering system (Health Roster). Update system with any changes to the staff rota. Inform staff of any changes.
Accurately input data onto excel spreadsheets and written records. Ensure the collection and submission of all data required by local, regional and national performance management frameworks by the target deadlines and as required by direct line management.
Responsible for infection control audits and fire/health and safety audits.
To maintain accurate record keeping/ documentation and to maintain confidential client notes as per protocols and information governance.
To arrange meetings and manage staff diaries. Prepare meeting minutes promptly and efficiently. Maintain the agreed record-keeping system for meeting minutes, ensuring they are properly filed and easily accessible.
Participate in the opening, sorting and distribution of post.
To update and maintain an effective and up to date filing system. This will include archiving and monitoring systems, such as equipment logs, service records and site information.
Ordering and maintaining equipment, consumables, office supplies and stationery.
Person Specification
Qualifications
Essential
- Educated to GCSE level in Mathematics and English to Grade C or above
Desirable
- NVQ Level 3 in administration or an appropriate equivalent qualification, with relevant experience
Experience
Essential
- Setting up and running effective office systems
Desirable
- Experience of working with vulnerable people, in a healthcare or victim support setting
Person Specification
Qualifications
Essential
- Educated to GCSE level in Mathematics and English to Grade C or above
Desirable
- NVQ Level 3 in administration or an appropriate equivalent qualification, with relevant experience
Experience
Essential
- Setting up and running effective office systems
Desirable
- Experience of working with vulnerable people, in a healthcare or victim support setting
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.
