Clinical Support Manager

Job description

Job responsibilities

1. Operational Management:

The HUB:

Take full responsibility and accountability of the HUB and all operations

Ensure all operational tasks are carried out efficiently and effectively during the shift.

Oversee the smooth functioning of all processes and procedures within the HUB.

Address any operational issues promptly and take necessary actions to resolve them.

Be part of the on-call rota to be on call as required by the Company

Service Contracts:

Supervise the completion of service contracts to ensure compliance with terms and conditions.

Verify that services provided align with the defined scope, duration, and pricing.

Confirm authorisation of services as per contractual agreements to ensure correct billing

Customer Service:

Utilize monitoring tools to assess the quality and efficiency of calls.

Provide constructive feedback to team members to enhance performance and customer service.

Offer coaching sessions to develop skills and address areas needing improvement.

Management:

Ensure adherence to HUB policies, procedures, and protocols.

Ensure team compliance with clinical guidelines and best practices.

Address any deviations from established standards and provide guidance for correction.

Schedule shifts and allocate tasks efficiently to ensure optimal coverage.

Monitor attendance and address any issues or gaps promptly.

Generate and analyse performance reports to identify trends and areas for improvement.

2. Leadership

Provide support and guidance to the team:

Offer assistance to team members dealing with complex or challenging calls and services.

Handle escalated calls and complaints with professionalism and empathy.

Serve as a resource for the team, providing guidance and solutions as needed.

Coordinate with other team leaders and stakeholders:

Maintain open communication with other leaders and managers to ensure alignment of goals and strategies.

Collaborate with stakeholders to streamline service delivery and resolve issues efficiently.

Foster a culture of collaboration and teamwork across departments.

Improvement and Innovation:

Proactively seek out areas for improvement in the HUB processes and systems.

Implement innovative solutions to enhance efficiency and effectiveness.

Encourage team members to contribute ideas and participate in improvement initiatives.

Conduct regular team meetings and training sessions:

Organise regular team meetings to disseminate information, updates, and feedback.

Provide training sessions to enhance skills and knowledge relevant to the job.

Cultivate a positive and collaborative team culture that promotes learning and growth.

3. Mental Health Act Management

Monitor, review, provide guidance and direction as to the legal status of patients who are subject to the Mental Health Act 1983, Mental Capacity Act and Deprivation of Liberty Safeguards (DoLS - new legislation pending) and ensure that they are detained or treated in accordance with the law and the code of practice in all new and ongoing services in Secure Transport and Complex Care

Provide guidance and information to support to patients, relatives, carers, and staff on the rights and safeguards of the act, such as consent to treatment, appeals, advocacy, and complaints.

Liaise with external agencies and professionals, such as Approved Mental Health Professionals to ensure lawful detention and conveyance.

Maintain accurate and confidential records of the legal status and treatment of patients

Keep up to date with the changes and developments in the legislation, policy, and practice related to the Mental Health Act 1983, Mental Capacity Act and Deprivation of Liberty Safeguards (DoLS - new legislation pending) and the Code of Practice.

Participate in training and supervision, and contribute to the development and improvement of the mental health act knowledge and training

Person Specification

Qualifications

Essential

• Mental Health Nurse with a valid Nursing and Midwifery Council (NMC) registration

Experience

Essential

• Proven track record of 3 years or more UK experience
• At least 2 years UK post registration in the mental health sector or other healthcare related sector
• Proven leadership experience and clinical practice and/or quality improvement in acute inpatient, secure or community mental health services in the NHS or Independent Sector.
• Good knowledge of the Mental Health Act 1983 as amended 2007, Use of Force Act 2018 and Health and Social Care Act 2012 and Health and Care Act 2022
• Competence in implementing the provisions and stipulations of the Mental Health Act 1983 as amended 2007 in clinical settings.
• Delivering and monitoring clinical supervision as well as providing mentorship to clinical staff
• Experience of managing clinical incidents including safeguarding concerns

Desirable

• Proven experience in operations management and leadership
• Previous experience in Mental Health community stetting or customer service role
• Experience gained in ambulance services, mental health/acute sector or logistics
• Evidence of further development such as an Advanced Degree in Mental Health Nursing or another clinical field

Skills

Essential

• Proficiency in MS Office, particularly MS Excel and PowerPoint.
• Excellent listening, negotiation, and presentation skills.
• Strong analytical and problem-solving abilities.
• Ability to prioritise workload and meet performance targets

Communication Skills

Essential

• Exceptional interpersonal skills.
• Effective compassionate communication both verbally and in writing.
• Ability to communicate at all organisational levels.
• Demonstrated skills in persuasion and influencing.

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.

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).

Employer details

Employer name

Prometheus Safe and Secure

Address

Prometheus Safe & Secure Ltd

Fort Parkway

Birmingham

B24 9FD

Employer's website

https://www.psecure.co.uk/ (Opens in a new tab)