Detailed job description and main responsibilities

You will be able to find a full Job description and Person Specification attached within the supporting documents or please click “Apply now” to view in Trac

To support the management team should staffing or any other matters compromise delivery of the service to maintain front-end service delivery within accepted levels, using information and technology provided and taking corrective action where necessary.

To liaise with ICT Services, Adastra, the CRTs, healthcare professionals and other service providers as and when necessary.

To communicate with all five Community Resource Teams on a daily basis along with Local Authority services outside of the Health Board, such as Social Services and Hospital Social Worker Teams.

To communicate to colleagues and line manager on service closures and ensure the relevant report is updated for the Performance Manager.

To apply a tactful and sensitive manner to overcome barriers to understanding when dealing with elderly and vulnerable patients who are looking for the services of a District Nurse and ensure these referrals are picked up by the appropriate District Nursing Team.

To supervise the shift and act as first point of contact, providing advice and instruction for system issues, queries and difficult referrals throughout the shift.

To build good relationships with colleagues and provide support to new team members. To provide training to new recruits on all referral processes.

To perform call reviews and communicate feedback both written and verbally depending on the nature of feedback. Persuasive skills are essential to ensure that staff are encouraged to accept feedback and adhere to standardised processes and procedures.

To perform staff PADRs and the relevant PDPs, communicating and agreeing objectives. Arrange annual reviews to ensure objectives are achieved by completion dates thus maintaining PADR compliance.

To work with the Management team  to carry out any tasks as and when requested.

To communicate changes to referral processes and promptly update and disseminate relevant documentation.

To manage and resolve any outstanding referrals at the end of shift.

To liaise with clinical and social care teams to query and confirm referral processes.

To resolve complaints and act as an escalation point for call handlers when dealing with difficult or frustrated service users.

To communicate regularly with Resource Bank to ensure that bank members of staff are available to cover vacant shifts.

To assist members of staff with all IT issues and know when to escalate to the service desk.

To act as shift lead by being the first point of contact for all queries and issues related to the daily call handling role. These queries will primarily relate to non-standard referrals and enquiries and the shift lead will need to provide a swift and prompt response so that patients’ care/treatment is not delayed. The post holder will need an excellent understanding of the standard referral processes/procedures.

To assist the Management team  in the recruitment process for new staff including shortlisting and interviewing.

To understand when to escalate problems to the Management team r. To assist the manager with Business Continuity Plans in the event of an emergency.

To be responsible for the training of new recruits and to ensure they are fully trained within a specific period of time.

To carry out weekly call reviews and addressing staff directly when they are not meeting set standards of performance.

To carry weekly checks on work to ensure staff are complying with pilots and projects.

To perform annual appraisals, ensuring that staff objectives are being met.

To undertake return to work interviews, initial discussions and sickness reviews, as required.