Community Gateway Administration Supervisor
Tameside and Glossop Integrated Care NHS Foundation Trust
Location
Ashton Under Lyne, Greater Manchester | United Kingdom
Job description
A Vacancy at Tameside and Glossop Integrated Care NHS Foundation Trust.
Community Gateway Administration Supervisor
Band 3
37.5 hours - Permanent
**previous applicants need not apply**
Across Tameside and Glossop we have worked towards integrating our services through the Care Together programme. The establishment of a community Health and Social Care Single Point of Contact is a key component of this programme. We are currently looking for an enthusiastic individual to join the Community Administration Gateway Service. The Gateway provides administration support to the District Nursing Neighbourhood teams, the Integrated Urgent Care Team and the Adult Social Care Neighbourhood teams throughout Tameside and Glossop.
The Gateway creates a more streamlined and efficient service which improves service quality, provides a consistent response to all referrers and reduces the need for multiple assessments across community teams. The integrated service also ensures that new and existing users of our services have access to urgent and non-urgent offers that enable people to remain in the community or to return home as soon as possible from necessary hospital admissions.
This role will be responsible for Community Gateway staff management and development. They will also be the first point of contact for service users making an initial enquiry in to the Community Gateway regarding health and/or social care matters.
To have line management responsibility for Gateway Officers.
To support the Gateway Officers in ensuring all operational processes are adhered to in accordance with Gateway policies, agreed algorithms and standard operating procedures.
To provide advice, guidance and support to the Gateway Officers on day to day issues that may arise within the service.
Provide day to day coordination of staff including allocation of work.
To deal directly with routine queries as a “first point of contact” for members of the public and agencies within community health and social care.
To provide appropriate information and advice to members of the public and other agencies in order to help resolve their queries.
To receive queries through email, referral systems and by phone.
To be able to determine where a situation may need emergency, urgent or non-urgent intervention, and to refer this on to the relevant team as appropriate.
To complete any necessary information or documentation on EMIS and/or Liquid Logic to allow for referrals to be made.
Based on set eligibility criteria and using agreed algorithms, decide whether a referral should be forwarded to Social Care or Health services, or another appropriate agency.
Undertake booking of new, follow up and cancellation of treatment room appointments via EMIS PAS system.
To have knowledge of and be able to train staff in the systems and processes that are relevant to the job role.
Tameside and Glossop Integrated Care NHS Foundation Trust serves a community of 250,000 people across Tameside & Glossop. We provide a range of services both within the hospital and across our community for both adults and children. Our vision is to improve health outcomes for our population and influence wider determinants of health through collaboration with our health & care partners.
We have a clear set of values & behaviours which we expect all of our staff to demonstrate:
• Safety
• Care
• Respect
• Communication
• Learning
We believe that the best organisations are those that reflect the communities they serve. We are therefore seeking to improve the diversity of our workforce to make it truly representative of our local population.
We actively encourage applications irrespective of race, age, disability, sex, gender reassignment, gender identity or expression, sexual orientation, religion or belief, marriage & civil partnership, or pregnancy or maternity. Recognising those communities that are underrepresented within our workforce, we would particularly welcome applications from Black, Asian & minority ethnic candidates, LGBTQ+ & Disabled people.
Benefits include; flexible working, 27-33 days annual leave plus bank holidays, sick pay, NHS Pension Scheme, free eye tests and health checks, gym discount, free bicycle loan scheme, salary sacrifice car scheme, support with stress, bereavement, relationships, finance, and much more.
SECTION 1- MAIN RESPONSIBILITIES:
To have line management responsibility for Gateway Officers.
To support the Gateway Officers in ensuring all operational processes are adhered to in accordance with Gateway policies, agreed algorithms and standard operating procedures.
To provide advice, guidance and support to the Gateway Officers on day to day issues that may arise within the service.
Provide day to day coordination of staff including allocation of work.
To deal directly with routine queries as a “first point of contact” for members of the public and agencies within community health and social care.
To provide appropriate information and advice to members of the public and other agencies in order to help resolve their queries.
To receive queries through email, referral systems and by phone.
To be able to determine where a situation may need emergency, urgent or non-urgent intervention, and to refer this on to the relevant team as appropriate.
To complete any necessary information or documentation on EMIS and/or Liquid Logic to allow for referrals to be made.
Based on set eligibility criteria and using agreed algorithms, decide whether a referral should be forwarded to Social Care or Health services, or another appropriate agency.
Undertake booking of new, follow up and cancellation of treatment room appointments via EMIS PAS system.
To have knowledge of and be able to train staff in the systems and processes that are relevant to the job role.
To be conversant with all of the services offered within Health & Adult Social Care.
To undertake other tasks as required by the line manager, which are commensurate to the band of the role.
SECTION 2- KNOWLEDGE AND SKILLS
Communications
Good communication skills to deal with regular enquiries through a range of media (e.g. email, referral, over the telephone) and to be able to manage all these in a sensitive and caring manner.
To communicate verbally and non-verbally to deal with enquiries from service users/relatives, members of the public and other professionals both inside and outside of the organisation.
To have an awareness of communication difficulties i.e. language, hearing and sight impaired service users and to be able to communicate sensitively and effectively.
To have the ability to handle occasional aggressive callers.
To communicate effectively and maintain good relationships with service users/patients, medical professionals and other departments across the health and social care setting and other outside agencies.
Responsibility for Service User/Patient Care
To ensure service users are given appropriate information and direction in relation to the services
provided.
To ensure service users are greeted and dealt with in a courteous and professional manner.
To identify (based on set guidance) whether further assessment or referral is appropriate and
ensure that the necessary actions are taken.
To identify and take action on any problems, bringing them to the attention of the Senior Supervisor, where these issues cannot be dealt with at Supervisor level.
Planning and Organising
Organise and plan own day to day workload or activities as well as the workload or activities for the Community Gateway Clerical Officers in order to meet the demands of the service.
Management of own workload as delegated by the Senior Supervisor incorporating maintenance of filing systems, general upkeep of files and transferring records in accordance with Trust and TMBC policies.
To provide mentoring and training for all new and current staff in relation to Gateway systems and processes.
To assist with the planning and organising of training, including mandatory training, for all staff
within the required timeframes.
To use the appropriate Adult Social Care and Health systems to manage referrals and book
patient/service user appointments.
To assist with data collection and audit as requested by the Senior Supervisor.
To oversee the inputting of data and ensure adherence is given by Gateway Clerical Officers.
To promote and monitor the quality of work within the service in order to provide an optimum service
Due to the nature of the work, the Community Gateway Administration Supervisor must be able to prioritise, as frequent interruptions can be expected from the public and professionals.
The post holder is expected to use their initiative to a significant level and work without direct supervision.
This advert closes on Sunday 3 Mar 2024
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About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident .
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