Job summary
To support the effective day to day delivery of the Access to Records function within the Information Governance Team by managing statutory and regulatory information request processes.
This includes the coordination and completion of Subject Access Requests (SARs) and related disclosure activities, ensuring compliance with all relevant legislation and organisational policies. The role also supports with wider governance support functions, including Freedom of Information (FOI) requests, Injury Cost Recovery and Records Management, to ensure consistent, lawful and timely handling of all information governance responsibilities.
Main duties of the job
In this fast-paced and detail-driven role, you will be at the heart of our Access to Records service -- coordinating and processing Subject Access Requests with accuracy, sensitivity, and a strong commitment to confidentiality. You'll support with statutory information requests received into the Trust from start to finish, working closely with clinical and corporate teams to gather, review and prepare records for safe and lawful disclosure. Alongside this, you will provide wider support to our Information Governance function, assisting with Freedom of Information requests, Injury Cost Recovery, and Records Management activities. This role is perfect for someone who is highly organised and able to communicate clearly and professionally with both colleagues and members of the public.
About us
Find out more about working for our organisation here:
https://heyzine.com/flip-book/2565ae62eb.html
Please note, the selection processes at Norfolk Community Health and Care NHS Trust are in place to ensure we recruit candidates with the right values and skills, please be advised that the use of AI in applications are monitored. We remain watchful of candidates who misuse these tools to generate an application that doesn't accurately reflect their skills.
With effect from the 1st April 2026 Norfolk Community Health & Care NHS Trust will be merging with Cambridgeshire Community Services NHS Trust to form a new organisation. The new Trust will provide a wide range of community health and social care services to over 4 million people, with a budget of circa £380 million and a workforce of over 7,000 people.
Apply now to join an organisation that has been awarded an Outstanding rating by the Care Quality Commission (CQC), the highest possible rating and the first stand-alone NHS community trust in the country to be awarded the title.
Job description
Job responsibilities
- To undertake tasks which follow standard processes with the occasional need to deviate for Subject Access Requests (SARs) and Freedom of Information (FOI) Requests, as well as respond to Information Governance (IG) queries, Records Management requests and functions and/or queries relating to both health and corporate records in a timely manner (within legal compliance window ensuring no breaches occur)
- To liaise with the company solicitors to gain advice and guidance as directed by the Information Governance Manager and the Head of Governance amending internal processes where appropriate post receipt of advice
- To provide accurate, appropriate and timely information about Trust services and non-clinical advice to patients, relatives and careers and if necessary, refer people on.
- To provide administrative support and cover for the Governance team which will include communication with individuals from other organisations, other NHS organisation and NCH&C staff at a high level, provide clear information and guidance, exercising tact and judgement in dealing with and resolving routine enquiries, taking accurate messages and ensuring these are passed to the relevant person in a timely manner.
- Archiving and destruction of confidential documents as per local and standard NHS guidance on retention.
- Have responsibility for ordering on the Oracle system for the whole directorate as requested ensuring the items are received and receipted off in a timely manner.
- Using a range of software programmes together with infrequent audio-typing to produce, maintain and distribute documents, including reports, spread sheets, databases and presentations, which may include dealing with matters of a complex and/or distressing nature to meet the directorates monthly contractual reporting schedule
- Photocopying, scanning, emailing, faxing, distributing, filing and organising letters, reports and other documents.
- Setting up and maintaining comprehensive, confidential records and filing system ensuring that all records are kept up-to-date and filing is carried out in a timely manner.
- To deal with and respond to straightforward correspondence on behalf of theGovernance team
- To provide detailed guidance and specialist advice on governance related queries from both internal staff members as well as members of the public. This will involve the analysis of facts or situations. Escalating these where necessary whilst supporting the Subject Matter Expert to resolve the issue.
- Undertake audits to review/test the effectiveness of procedures in own work area and highlight areas where service improvements could be made.
- To implement, review and maintain standard operating procedures.
- To assist in the development of policies and documents in line with legislation, ensuring the Trust remains compliant and up-to-date at all times.
- To be a key point of contact on all matters relating to records lifecycle management for both clinical and corporate records (including: creation, naming, filing, storing, referencing, tracking, retention and destruction in line with nationally set schedules).
- To ensure the relevant sections of the Governance team pages on both the internal intranet and external website are kept up to date and accurate. To escalate where appropriate, information that is out of date to managers and their teams.
- Ensure public information leaflets are available and up-to-date, informing the public of their legislative rights and the Trusts procedures.
- To be responsible for receipt, acknowledgement and banking of incomes received.
- With no direction or involvement from the line manager, record and respond to initial requests whilst prioritising requests.
- Responsible for demonstrating duties to new starters as required.
Job description
Job responsibilities
- To undertake tasks which follow standard processes with the occasional need to deviate for Subject Access Requests (SARs) and Freedom of Information (FOI) Requests, as well as respond to Information Governance (IG) queries, Records Management requests and functions and/or queries relating to both health and corporate records in a timely manner (within legal compliance window ensuring no breaches occur)
- To liaise with the company solicitors to gain advice and guidance as directed by the Information Governance Manager and the Head of Governance amending internal processes where appropriate post receipt of advice
- To provide accurate, appropriate and timely information about Trust services and non-clinical advice to patients, relatives and careers and if necessary, refer people on.
- To provide administrative support and cover for the Governance team which will include communication with individuals from other organisations, other NHS organisation and NCH&C staff at a high level, provide clear information and guidance, exercising tact and judgement in dealing with and resolving routine enquiries, taking accurate messages and ensuring these are passed to the relevant person in a timely manner.
- Archiving and destruction of confidential documents as per local and standard NHS guidance on retention.
- Have responsibility for ordering on the Oracle system for the whole directorate as requested ensuring the items are received and receipted off in a timely manner.
- Using a range of software programmes together with infrequent audio-typing to produce, maintain and distribute documents, including reports, spread sheets, databases and presentations, which may include dealing with matters of a complex and/or distressing nature to meet the directorates monthly contractual reporting schedule
- Photocopying, scanning, emailing, faxing, distributing, filing and organising letters, reports and other documents.
- Setting up and maintaining comprehensive, confidential records and filing system ensuring that all records are kept up-to-date and filing is carried out in a timely manner.
- To deal with and respond to straightforward correspondence on behalf of theGovernance team
- To provide detailed guidance and specialist advice on governance related queries from both internal staff members as well as members of the public. This will involve the analysis of facts or situations. Escalating these where necessary whilst supporting the Subject Matter Expert to resolve the issue.
- Undertake audits to review/test the effectiveness of procedures in own work area and highlight areas where service improvements could be made.
- To implement, review and maintain standard operating procedures.
- To assist in the development of policies and documents in line with legislation, ensuring the Trust remains compliant and up-to-date at all times.
- To be a key point of contact on all matters relating to records lifecycle management for both clinical and corporate records (including: creation, naming, filing, storing, referencing, tracking, retention and destruction in line with nationally set schedules).
- To ensure the relevant sections of the Governance team pages on both the internal intranet and external website are kept up to date and accurate. To escalate where appropriate, information that is out of date to managers and their teams.
- Ensure public information leaflets are available and up-to-date, informing the public of their legislative rights and the Trusts procedures.
- To be responsible for receipt, acknowledgement and banking of incomes received.
- With no direction or involvement from the line manager, record and respond to initial requests whilst prioritising requests.
- Responsible for demonstrating duties to new starters as required.
Person Specification
Qualifications
Essential
- Maths and English GCSE (Grade C or above) or equivilent
- Good keyboard and IT skills
- Evidence of Business Administration/Process training e.g. City & Guilds / NVQ Level 3/ RSA or equivalent
Desirable
- Information Governance related training attendance / qualifications
- Evidence of further formal training would be an advantage
Experience
Essential
- Proven administration experience in a busy office environment
- Proven experience of working as part of a team
- Proven ability to organise and service meetings
- Minute taking
- Experience of working within a busy administration department
Desirable
- Knowledge of Data Protection Act 1998, Freedom of Information Act, Subject Access Requests
- Experience dealing with members of the public / service user enquiries
- Experience dealing with members of the public / service user enquiries
Skills, Abilities and Knowledge
Essential
- Comprehensive working knowledge of Microsoft Office, especially Word, Excel and Outlook
- Good organisational and communication skills
- Proven ability to work on own initiative, without direct supervision, prioritising and managing own workload
- Articulate, calm, polite and well-motivated with a positive attitude to customer care
- Advanced keyboard skills
Desirable
- Planning skills
- Customer care skills
- Supervisory skills
Communication
Essential
- Ability to communicate with staff, patients and service users at all levels
- Ability to communicate effectively in all mediums such as, written, verbal, presentations and at meetings
Desirable
- Experience dealing with complex issues from members of the public or service users
Personal and People Development
Essential
- Evidence of continued professional development
Personal Attributes / Behaviours (linked to the Trust's Behaviour Framework)
Essential
- Able to identify with the Trust's commitment to safeguarding and promoting the welfare of children and young people / vulnerable adults
- Calm, able to work to short deadlines
- Well organised with a flexible attitude and approach to work
- Good telephone manner
- Able to prioritise / switch priorities when necessary
- Able to manage own workload to ensure pre-set deadlines are met
- Team player
Person Specification
Qualifications
Essential
- Maths and English GCSE (Grade C or above) or equivilent
- Good keyboard and IT skills
- Evidence of Business Administration/Process training e.g. City & Guilds / NVQ Level 3/ RSA or equivalent
Desirable
- Information Governance related training attendance / qualifications
- Evidence of further formal training would be an advantage
Experience
Essential
- Proven administration experience in a busy office environment
- Proven experience of working as part of a team
- Proven ability to organise and service meetings
- Minute taking
- Experience of working within a busy administration department
Desirable
- Knowledge of Data Protection Act 1998, Freedom of Information Act, Subject Access Requests
- Experience dealing with members of the public / service user enquiries
- Experience dealing with members of the public / service user enquiries
Skills, Abilities and Knowledge
Essential
- Comprehensive working knowledge of Microsoft Office, especially Word, Excel and Outlook
- Good organisational and communication skills
- Proven ability to work on own initiative, without direct supervision, prioritising and managing own workload
- Articulate, calm, polite and well-motivated with a positive attitude to customer care
- Advanced keyboard skills
Desirable
- Planning skills
- Customer care skills
- Supervisory skills
Communication
Essential
- Ability to communicate with staff, patients and service users at all levels
- Ability to communicate effectively in all mediums such as, written, verbal, presentations and at meetings
Desirable
- Experience dealing with complex issues from members of the public or service users
Personal and People Development
Essential
- Evidence of continued professional development
Personal Attributes / Behaviours (linked to the Trust's Behaviour Framework)
Essential
- Able to identify with the Trust's commitment to safeguarding and promoting the welfare of children and young people / vulnerable adults
- Calm, able to work to short deadlines
- Well organised with a flexible attitude and approach to work
- Good telephone manner
- Able to prioritise / switch priorities when necessary
- Able to manage own workload to ensure pre-set deadlines are met
- Team player
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.
