Warning Mae'r hysbyseb swydd hon wedi dod i ben ac mae'r ceisiadau wedi cau.

Just One Number Administrative Call Handler. | Cambridgeshire Community Services NHS Trust

Dyddiad hysbysebu:	11 Ebrill 2025
Cyflog:	Heb ei nodi
Gwybodaeth ychwanegol am y cyflog:	£24,625 - £25,674 per annum, pro-rata
Oriau:	Rhan Amser
Dyddiad cau:	11 Mai 2025
Lleoliad:	Norwich, NR4 6AU
Cwmni:	Cambridgeshire Community Services NHS Tr
Math o swydd:	Parhaol
Cyfeirnod swydd:	7139137/448-NCYP-7139137

Crynodeb

An exciting opportunity has arisen to join the team in Just One Number. Working as one of our administrative call handlers across the services that we deliver to Children,Young People and their families. The Just One Number team works with the Healthy Child Service, Speech and Language Therapy and the Mental Health Access Team.

The right candidate will be able to work across all the services delivered by Just One Number and complete a range of tasks from rearranging appointments to completing mental health requests for support with service users.

These roles will enable the successful candidates the opportunity to enquire a wide range of skills and the opportunity to learn more about the services offered in Just One Number.

If we receive a high number of applications we reserve the right to close this vacancy at any point after 18th April.

Receiving and managing calls to the service from both service users and professionals using a telecommunication system. This includes changing of appointments and transferring calls to the clinical team. Listening to and answering voicemails and responding to these timely. Occasionally required to deal with difficult situations/circumstances via the telephone and video call.

Respond to emails, referrals and other contacts from service users and professionals and handling these as required, to coordinate care according to agreed protocols and pathways. Communications received can be for our Healthy Child Programme, Speech and Language Therapy or Mental Health. Offering Signposting and guidance to Digital platforms and partner agencies where applicable.

Contacting service users for information gathering to support service users’ referrals and apply communication skills to deal with highly sensitive and emotional issues on a frequent and unpredictable basis.

Rated ‘Outstanding’ by the Care Quality Commission, we are proud to provide high quality innovative services across most of the east of England that enable people to receive care closer to home and live healthier lives.

There’s one reason why our services are outstanding – and that’s our amazing staff who, for the seventh year running, rated us incredibly highly in the national staff survey.

If you share our passion for innovative and high-quality care delivery, then please submit your application and join us on our exciting journey as a leading-edge specialist community provider. All are welcome to apply and our promise to you is a culture which prioritises staff engagement and development.

Main Duties and Responsibilities

1. Receiving and managing calls to the service from both service users and professionals using a telecommunication system. This includes changing of appointments and transferring calls to the clinical team. Listening to and answering voicemails and responding to these timely. Occasionally required to deal with difficult situations/circumstances via the telephone and video call.

2. Respond to emails, referrals and other contacts from service users and professionals and handling these as required, to coordinate care according to agreed protocols and pathways. Communications received can be for our Healthy Child Programme, Speech and Language Therapy or Mental Health. Offering Signposting and guidance to Digital platforms and partner agencies where applicable.


3. Contacting service users for information gathering to support service users’ referrals and apply communication skills to deal with highly sensitive and emotional issues on a frequent and unpredictable basis.

4. Act on own initiative to prioritise and plan own workload to meet service level agreements and key performance indicators, and will reflect on and improve own performance, supporting change management and improvements to procedures and service developments.


5. When handling contacts and referrals recognising the extent of their competency and identifying when referral to a clinician is required in accordance with agreed standard operating procedures.

6. Recording details of all contacts with service users and other professionals using SystmOne (S1) and other digital platforms as appropriate.


7. Ensuring that follow up actions from calls, emails, correspondence, referrals and other contacts are progressed efficiently and effectively.

8. Completing administration tasks on clinical systems such as S1, including for instance scanning onto patient records, registering antenatal notifications, checking tasks, updating service user information, oversight and action requests of digital/virtual consultation platforms, running routine reports and registering service users who are accessing the service.


9. Participate in on-the-job training for new appointed staff as and when required under the direction of the leadership team.

10. Completing the administration for service users who have transferred into or out of the county.


11. Booking and rearranging contacts for Norfolk and Waveney CYP team as required,
e.g. new birth visit, 6-8 week check and speech and language appointments etc.

12. In addition, the Just One Number Administrative call handler will undertake administrative tasks as part of a team in some of the following areas:
a. Actioning blood spot requests, virtual clinic drop ins, SystmOne support, spreadsheet maintenance and document archives in line with agreed standard operating procedures - including:
 Inputting data
 Preparing and sending letters
 Performing quality control by checking data and correspondence
 Booking appointments and responding to emails
 Accessing a digital platform
 Attending meetings with colleagues
 Using basic functions in Microsoft Excel
 Minute taking

b. Supporting administrative elements related to safeguarding in line with agreed standard operating procedures

13. Within this role you may be required to support wider service delivery for Norfolk and Waveney with administrative tasks.




Communication

1. Acting as the first point of contact for service users and professionals and providing and receiving all communications efficiently and effectively, demonstrating a customer service attitude, especially where there may be barriers to understanding or contentious discussions.
2. Using tact and diplomacy to deescalate emotive situations.
3. Acting in accordance with the Trust’s complaints procedure where required.
4. Maintaining positive relationships and communicating with colleagues across the service and with partner services.
5. The post holder will be required to handle sensitive information provided by service users and professionals in a confidential manner.
6. Providing and receiving routine information from the following:
a. Managers at all levels throughout Cambridgeshire Community Services NHS
Trust (CCS)
b. CCS employees
c. Service users
d. Contribute to CCS’ internal communication strategies ensuring effective twoway communication and engagement within the organisation

Budgetary Responsibility

1. May order stationery, maintains stock control
2. Authorised requisitioner on Oracle, responsible for ordering and receipt of goods for the locality.

Clinical and Practice Governance

1. Observe and maintain strict confidentiality with regards to any patient/family/staff/records and information in line with the requirements of the Data Protection Act.
2. Any data that is taken/shared as part of a phone call or transported, faxed or transferred electronically must be undertaken with regard to the Trust Information Governance and Information Security policies.
3. The post holder must adhere to the Trust risk assessment and risk management processes
4. The post holder must adhere to infection control policies and procedures
5. Undertake mandatory training and any other training relevant to the role as required by Cambridgeshire Community Services NHS Trust.
6. The post holder must participate in clinical and other audits as required
7. Provide patients and their families /carers with information on standards they should expect from the team
8. The post holder is required to participate in relevant emergency preparedness process for their team.

Safeguarding people responsibility

• Safeguarding children and adults at risk of abuse or neglect is a collective responsibility.
• There is an expectation that all staff develop and maintain their role relevant safeguarding people competencies and comply with local safeguarding partnerships practice. Alongside this employee who are registrants are reminded of their professional duty of care.
• Safeguarding means protecting a citizen’s health, wellbeing and human rights; enabling them to live free from harm, abuse and neglect. It is an integral part of providing high-quality health care.
• Those most in need of protection include:
• Children and young people
• Adults at risk, such as those receiving care in their own home, people with physical, sensory and mental impairments, and those with learning disabilities.

The post holder must at all times carry out their duties with regard to Cambridgeshire Community Services NHS Trust Workforce Diversity and Inclusion Policy.

To be aware of the responsibilities of all employees to maintain a safe and healthy environment for patients, visitors, and staff. This includes fire safety and building security.

All post holders must adhere to the code of conduct on confidentiality and be aware of and adhere to all Trust policies and procedures.

This job description is intended only as a guide to the range of duties involved. The post holder will need to be flexible and adaptable in order to respond to other duties that may be required from time to time and the changes and developments within the Trust.




Sustainability
It is the responsibility of all staff to minimise the Trust’s environmental impact wherever possible.
This will include recycling, switching off lights, computers, monitors and equipment when not in use. Helping to reduce paper waste by minimising printing/copying and reducing water usage, reporting faults and heating/cooling concerns promptly and minimising travel. Where the role includes the ordering and use of supplies or equipment the post holder will consider the environmental impact of purchases.


This advert closes on Sunday 27 Apr 2025

Aelod balch o'r cynllun cyflogwyr Hyderus o ran Anabledd

Gwybodaeth am Hyderus o ran Anabledd

Yn gyffredinol, bydd cyflogwr Hyderus o ran Anabledd yn cynnig cyfweliad i unrhyw ymgeisydd sy'n datgan eu bod yn anabl ac yn bodloni'r meini prawf lleiaf ar gyfer y swydd fel y diffinnir gan y cyflogwr. Mae'n bwysig nodi, mewn rhai sefyllfaoedd recriwtio fel nifer fawr o ymgeiswyr, cyfnod tymhorol ac amseroedd prysur iawn, efallai y bydd y cyflogwr am gyfyngu ar y niferoedd cyffredinol o gyfweliadau a gynigir i bobl anabl a phobl nad ydynt yn anabl. Am fwy o fanylion ewch i Hyderus o ran Anabledd.