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Team Leader - First Contact Plus
| Posting date: | 05 July 2024 |
|---|---|
| Salary: | £29,784.00 to £32,004.00 per year |
| Additional salary information: | £29784.00 - £32004.00 a year |
| Hours: | Full time |
| Closing date: | 19 July 2024 |
| Location: | Leicester, LE3 8RA |
| Company: | NHS Jobs |
| Job type: | Contract |
| Job reference: | F0023-2882 |
Summary
To be responsible for the line-management of First Contact Plus Advisors and Administrative Assistant. Also, to support existing and new staff on a day- to- day basis with training & mentoring to facilitate the effective triage of referrals, in particular to new developments/areas of work. To support the Operations Manager with the development of a new hub system to manage the increased referrals due to taking on new service areas and increased staff team. To support the Operations Manager with development and delivery of a range of new staff training packages, due to service changes and increased staffing resource. To be responsible for undertaking robust quality checks to ensure the service delivers quality information, advice, and onward referrals via an agreed Quality Assurance Framework. To effectively performance manage through the agreed framework and support staff accordingly. To manage a caseload and triage generic referrals received from a range of sources including self-referrals, referrals from Leicestershire County Council, Rutland County Council and external partners, in a timely fashion accurate manner. To effectively manage risk by escalating cases as appropriate to either the Operations Manager or to the relevant safeguarding team. To be responsible for ensuring that the Pathway Expert approach across the FC+ referral pathways is executed via a scheduled approach. To ensure that the customer experience via the telephone is managed efficiently & effectively, by staff having correct knowledge & skillset to do so. To be able to identify potential services available through the scheme which could assist vulnerable adults residing in Leicestershire. To support Management Team with Service development planning. To track identified cases and to create case studies as required. To inform the development or streamlining of support pathways. To assist Management with Performance Data Reporting. To resolve problems and where necessary escalate issues using set procedures. To always demonstrate a positive and professional attitude.