Intensive Support Services Operational Officer

Job description

Job responsibilities

Please refer to the Job Description for full details

Duties and Responsibilities

The post holder is expected to take initiative and lead on the development of all organisational and administrative tasks required to support the ISS.

Support robust resident engagement to enable service planning and transformation to put resident voice at the heart of decision making.

Give ICB, acute hospital and care home staff advice re accessing the ISS and follow up information to support the flow of residents coming out of hospital.

Establish processes and procedures to allow effective functioning of the ISS.

Under clinical supervision, liaise with the Care Homes post admission of residents with challenging behaviour to provide support and a link to the clinical specialist with the aim of supporting a successful discharge and preventing placement breakdown.

Work effectively with colleagues across South West London ICB, including acute hospitals, care homes, mental health trusts primary care networks, local voluntary, community, and social enterprises, Healthwatch as well as NHS England and other relevant organisations.

Document insights with written evidence from all engagement activities, in the form of reports and summary feedback, collect data and activity information to support the development of an evaluation of the service.

Produce fortnightly reports for the SWL Discharge Meeting reports for other key meetings including the EHCH governance and the UEC board, to summarise the progress and challenges of the service.

Develop a risk log in collaboration with the service lead.

Update the ICB and ICP public websites accordingly and submit content for reports and presentations to the ICB and ICP Boards, Senior Management Team meetings and other relevant meetings as required.

Support your manager in helping prepare for and attending meetings to discuss or present progress and challenges to the ISS to influence policy and decision making.

Manage stakeholder contact maps and lists. Ensuring that relevant databases are kept up to date and compliant with current data protection legislation.

Collect and write up case studies to support evaluation and reports.

Supporting the development of effective feedback and two-way communication flows, for example you said, we did summary on a regular basis.

Support the delivery of crisis management and EPRR response for NHS incidents within your Place(s) and neighbouring Places as required.

Protect the reputation of the ICB, wider NHS and ICP in SW London by identifying potentially damaging or sensitive issues or reports, and work with the service lead to develop plans for handling or averting negative impact on reputation.

Build and maintain strong relationships with partners and stakeholders across SW London staff, clinicians and managers across the NHS, Local Authorities, and other partner organisations.

Responsible for contributing to the design and development of plans to support the service development and delivery.

Responsible for having an understanding of patients supported by the service and being able to communicate relevant information to appropriate stakeholders regarding their management plan relaying clinical feedback to the service and clinical lead. The role may require communication with patients, residents and their families. The Clinical Program Lead for Intensive support Service for Intensive support Service will provide clinical supervision.

Undertake audit and surveys to support service reporting and evaluation.

Will be required to communicate complex and sensitive information, which may be confidential, regarding patient or resident care plans and presentations to stakeholders.

Person Specification

Education / Qualifications

Essential

• Educated to degree level in relevant subject or equivalent level of experience of working at a similar level in a relevant discipline
• Further training or significant experience in developing services or processes and procedures to support new service set up in the NHS; equivalent to a post-graduate diploma
• Evidence of continued professional development

Knowledge and Experience

Essential

• Experience of working in a complex, multidisciplinary environment
• Experience of working to tight deadlines and managing own time
• Significant experience of successfully operating in a politically sensitive environment
• Experience of monitoring budgets and business planning processes
• Knowledge of the Enhanced Health in Care Home framework and detailed knowledge on the practicalities of implementation

Skills and Abilities

Essential

• Ability to draft correspondence to stakeholders
• Ability to prioritise tasks within the priorities of the service and the wider EHCH and Discharge programs, seeking guidance as required
• Advanced Keyboard skills - ability to use Microsoft Office package including PowerPoint, Excel, Word, design
• Excellent organisational skills
• Confident - able to deal with individuals at all levels and in challenging situations and emotive situations

Other

Essential

• Understanding of confidentiality
• Ability to work as part of a team and work flexibly to provide support to other departments and teams as and when necessary
• Demonstrates commitment to NHS and organisational values and behaviours
• Ability to work at various locations across south west London in hospitals, care homes and other appropriate locations, up to 5 days per week

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.

Employer details

Employer name

South West London Integrated Care Board

Address

The Broadway

120 The Broadway

London

SW19 1RH

Employer's website

https://www.southwestlondon.icb.nhs.uk (Opens in a new tab)