JOB DESCRIPTIONJob Details

Job Title: Health and Social Care Co-ordinator

Band: 5

Directorate: Operations

Department: Torquay Adult Team

Responsible to: Operational Support Manager

Working Hours: 37.5

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Job Purpose

To provide a single point of co-ordination for all incoming Health & Social Care referrals received via the Short Term Triage Team. To coordinate and contribute to professional assessments. Working with the Technology Enabled Care Services provider to support staff referrals, provide further information and support developing the service. Ensuring carers views are incorporated.

This role will be based in one zone for Torbay and will lead embedding the TECS pathway into HSCC teams daily operational practice

To provide a consistent and centralised point of contact and contribute to holistic needs led assessments and to provide short-term management of a dynamic caseload; provide information, advice and signposting to the public about services available to them.

Job Role

Strengths Based Working (Respect and Dignity)

To act with professionalism and integrity, being a role model to those around us and ensuring everyone has an equal opportunity.

Individualised Approach (Everyone Counts)

To provide a service that is tailored to meet the needs of the individual and to understand what our patients/customers need and be adaptable and responsive

Quality (Commitment to Quality of Care)

To provide a high quality customer service which complies with relevant legislation and NHS Employment check standards.

To be honest and learn from mistakes, and help to create a “no-blame” culture were people feel able to share and learn from experiences together.

Partnership and Collaborative Working (Working Together for People)

To work as part of a team demonstrating effective communication, and working collaboratively with colleagues inside and out of the department.

Managing Connections and Relationships (Compassion)

Acknowledge that you need to continually deliver greater value to customers. Be honest about your biggest challenges and create a culture of curiosity and

openness. Make a deliberate effort to connect with strangers from different walks of life and

invite them to share their ideas.

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Service Delivery and Improvement (Improving Lives)

Be curious and creative about new possibilities, whilst identifying what works well and to do more of it.

Help to develop and foster a learning environment where feedback is welcomed and valued.

Most Rewarding Part of the Role

To be able to support, advise and guide members of community to meet their identified outcomes

Primary Duties and Areas of Responsibilities

Communication and Working Relationships (Suggested Sub Heading)

To communicate with members of the public, unpaid carers, family members, other professionals, colleagues & external partners over the phone, face to face and using IT solutions.

To liaise with individuals who may have communication difficulties due to a Speech and language needs, a sensory impairment or a mental health need.

To exercise tact, empathy & sensitivity at all times and use negotiation skills. To liaise and work closely with other members of the Multi-disciplinary team To communicate medical, social & sensitive information ensuring General Data

Protection Regulations are adhered to.

Planning and Organisation

To be able to work in an extremely demanding, pressured and stressful environment with constant interruptions by telephone, colleagues and professional office visitors, all relating to current cases or new enquiries.

To be able to multi-task, re-prioritise your workload at short notice and identify risks and urgent work that requires action.

Demonstrate the ability to undertake duties in an autonomous manner To work pro-actively to take referrals, manage a small caseload & co-ordinate a

support plan to meet identified needs.

Responsibility and Accountability

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To collate referral information to identify risks, needs and eligibility. To undertake social care assessments primarily over the phone but also face to face

ensuring you work within the legislative framework including the Care Act. To act as a keyworker ensuring you monitor needs and make adjustments to

support plans accordingly. To consider the use of Assistive Technology to meet needs To commission appropriate Health and Social care Services in accordance with

current eligibility and liaise with service users, carers, families and colleagues. To formulate/contribute to detailed support plans/summary of needs and contribute

to setting goals and objectives based on assessments carried out. To ensure all mandatory training is kept up to date. To work with NRS to design and deliver the Technology Enabled Care Service. To support Zone colleagues across Torbay with culture changes due to the

introduction of the new TECS service.

Policy and Service Responsibility

To adhere to Organisational policy and procedures To adhere to Department Standard Operating procedures To work flexibly to meet the needs of the service which may include some weekend

working

Responsibility for Finance, Equipment and Other Resources

To commission services to meet identified goals and objectives To endeavour to meet identified goals in the most cost effective way. To explain the financial assessment process to service users and ensure referrals are

made to the Financial Assessments and Benefits team appropriately. To work with the TECS provider to deliver referrals and benefits tracking system.

Responsibility for Supervision, Leadership and Management (Suggested Sub Heading) N/A

Information Technology and Administrative Duties (Suggested Sub Heading) The post holder must have excellent keyboard skills Be able to use several IT solutions to obtain & record Information including PARIS,

EMIS & IHCS. To have a basic ability to use spreadsheet and word processing packages To have the ability to send and receive E mails.

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ADDITIONAL INFORMATION

Clinical Governance and Risk ManagementThe Trust believes everyone has a role to play in improving and contributing to the quality of care provided to our clients. You are expected to take a proactive role in supporting the Trust’s clinical governance agenda by:

Taking part in activities for improving quality such as Valuing Everyone’s Experience training or (for staff working within clinical specialties) clinical audit

Identifying and managing risks through incident and near miss reporting and undertaking risk assessments

Following Trust polices, guidelines and procedures Maintaining and improving your skills through continued professional

development/your personal development plan agreed annually with your line manager.

All clinical staff making entries into health or social care records are required to follow the Trust standards of record keeping.

Code of ConductYou are required to work in accordance with the code of conduct for your professional body.

Confidentiality and Information GovernanceYou must ensure that you adhere to the relevant Trust guidance in relation to Confidentiality and Information Governance, which includes the collection and sharing of information in relation to staff, patients, relatives, partner organisations and third parties. The Trust has created guidance which satisfies the requirements of the relevant Acts of Parliament, including the Data Protection Act (2018), Freedom of Information Act (2000) and Access to Health Records Act (1990) as well as Department of Health guidance.

Conflict of InterestsYou may not without the consent of the Trust engage in any outside employment and in accordance with the Trust’s Conflict of Interest Policy you must declare to your manager all private interests which could potentially result in personal gain as a consequence of your employment position in the Trust.

In addition, the NHS Code of Conduct and Standards of Business Conduct for NHS Staff requires you to declare all situations where they or a close relative or associate has a controlling interest in a business (such as a private company, public organisation, other NHS or voluntary organisation) or in any activity which may compete for any NHS contracts to supply goods or services to the Trust. You must therefore register such interests with the Trust, either on appointment or subsequently, whenever such interests are gained. You should not engage in such interests without the written consent of the Trust, which will not be unreasonably withheld. It is your responsibility to ensure that you are not placed in a

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position which may give rise to a conflict of interests between any work that you undertake in relation to private patients and their NHS duties.

Disclosure and Barring Service (DBS)Applicants for posts in the NHS are exempt from the Rehabilitation of Offenders Act 1974. Where relevant to the role, applicants who are offered employment will be subject to a criminal record check from the Disclosure and Barring Service. This includes details of cautions, reprimands, final warnings, as well as convictions. Further information is available from the Disclosure and Barring Service at www.homeoffice.gov.uk

Equal OpportunitiesThe Trust aims to promote equal opportunities. A copy of our Equality Scheme is available from the Trust website. You must ensure that you treat members of staff, clients and visitors with dignity and respect at all times and report any breaches that you witness to the appropriate manager.

Environmental issues The Trust is committed to reducing its impact on the environment by preventing pollution, continually improving its environmental performance which increases the wellbeing of staff and clients. As a member of staff you are expected to adhere to policies to assist the Trust in meeting its environmental and sustainability target.

Health and SafetyYou must co-operate with management in discharging its responsibilities under the Health and Safety at Work Act 1974 and take reasonable health and safety precautions for yourself and others and ensure the agreed safety procedures are carried out to maintain a safe environment for patients, employees and visitors.

Infection Control The post holder, whether clinical or non-clinical, is required ;-

To undertake all mandatory and essential training in Infection Prevention and Control.

To familiarise themselves with and adhere to current Infection Prevention and Control policies relevant to them and their area of work.

To take responsibility to ensure the workplace is kept clean and tidy so that it is safe for all other users of that area.

To communicate any identified infection risks to the Infection Prevention and Control Team and where appropriate report any Healthcare Associated Infections in line with the Trust’s Incident Reporting Policy.

To take part in the safety improvement projects related to infection prevention and in particular follow the Trust requirements regarding hand hygiene.

Fire Safety Fire Safety in all the premises from which we operate is the concern of all those who work within these premises. It is of the utmost importance that all members of Staff whether part-time, temporary, bank or permanent are fully aware of and familiar with the Fire Safety Policy and Procedures in the department they are working in. All new employees will receive Fire Safety training within the Trust’s induction training programme.

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Freedom of InformationYou should be aware of the responsibility placed on employees under the Freedom of Information Act 2000 and are responsible for helping to ensure that the Trust complies with the Act when handling or dealing with any information relating to Trust activity.

Identity and Registration Authority BadgesYour identity badge should be on your person at all times whilst working in the organisation and available for inspection if challenged. Registration Authority Smartcards should be used in strict accordance of the Terms and Conditions agreed when signing the application form. Employees must comply with all trust policies in relation to IT access and confidentiality.

Information Quality AssuranceYou are expected to take due diligence and care in regard to any information collected, recorded, processed or handled by you during the course of your work and that such information is collected, recorded, processed and handled in compliance with Trust requirements and instructions.

Medical ExaminationsAll appointments are conditional upon prior health clearance by the Trust's Occupational Health Service. Failure to provide continuing satisfactory evidence will be regarded as a breach of contract.

NHS ConstitutionYou are required to comply with the NHS Constitution in relation to the staff responsibilities that it sets out for NHS employees. You are expected to adhere to the NHS core values described in the NHS Constitution, which the Trust has adopted.

Professional RegistrationAll post holders undertaking work which requires professional/state registration are responsible for ensuring that they are so registered and that they comply with any Codes of Conduct applicable to that profession. Proof of registration must be produced on appointment and, if renewable, proof of renewal must also be produced.

Risk ManagementYou have a responsibility to report all clinical and non-clinical accidents or incidents promptly and, when requested, to co-operate with any investigation undertaken.

Safeguarding Children and Adults at Risk The Trust is committed to safeguarding and promoting the welfare of children and adults at risk and is dedicated to robust recruitment checks. Every employee has a responsibility for safeguarding and the protection of children and adults at risk. As such if the post holder witnesses, suspects or is told that abuse is occurring they have a duty to report the incident. Please refer to the Trust policies on Safeguarding Children and Vulnerable Adults.

Work Visa/ Permits/Leave to RemainThe Trust will consider British /EEA nationals for appointment in the first instance. If the applicant is a non-resident of the United Kingdom or European Economic Union, they are required to have a valid work visa and leave to remain in the UK, which is renewed as

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required. The Trust is unable to employ or continue to employ the applicant/post holder if they require but do not have a valid work visa and/or leave to remain in the UK.

Review of this Job Description

This job description is intended as an outline indicator of general areas of activity and will be amended in the light of the changing needs of the organisation. It will be reviewed in conjunction with the post holder on an annual basis.

JOB DESCRIPTION AGREEMENT

Agreed and Signed (Manager) Date

Agreed and Signed (Post Holder) Date

Date Role Description Effective From:

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PERSON SPECIFICATION

Attributes Essential Desirable Assessment Method

Qualifications and Training GCSE passes at Grade C or above or equivalent experience

Evidence of consistent pattern of learning from education, training and experience

Understanding of basic human needs – physical, emotional, health and social

Need to have or be working toward NVQ level 4 in health and social care.

NVQ in social/health care The aim is for the candidate to complete

CQF Level 4

certificate

Knowledge and Skills Awareness of Care Act 2014 legislation Assessment & Care Management Process,

policies and standards Effective keyboard/IT skills, which include

accurate recording skills. Effective in using multiple data base

computer systems.

Customer care/reception training Evidence of risk assessment

training/awareness Use of recognised IT packages

interview

Special Experience experience working within a social/health care setting, working with multi-disciplinary teams

Considerable experience needed in working with the public.

Evidence of undertaking holistic assessment of person’s needs, commissioning, care planning and reviewing services

Knowledge of technology and telecare

interview

Personal Requirements Proven interpersonal skills Good communication skills to communicate

effectively with customers, carers, specialist services and colleagues

Interview

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Calm and polite when meeting conflicting deadlines in crisis situations

A Self awareness of own strengths and limitations

Able to demonstrate good coordination Good organising skills with the ability to use

time effectively and prioritise work Demonstrate an ability to undertake duties

with greater autonomy and accountability Effective working as individual but also as

part of larger team Evidence of continue personal learning and

development Willingness to undertake training to develop

within roleCommitment to anti-discriminatory practices and compliance with the Equal Opportunities Policy

Other Requirements

Physical Effort Combination of sitting, walking or standing, using I.T. equipment to input and gather information. To travel to meetings, on visits or to other workplaces. To use telephone equipment and headsets.

Emotional Effort You will be dealing with emotional, distressing and complex situations involving service users, their carers and service providers. This will include dealing with sensitive and confidential information. It is essential to have a calm, polite and reassuring approach whilst being realistic.

Mental Effort You will be essential to be able to focus and concentrate whilst also having to multi-task and deal with several pieces of work at the same time.

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Organisation Chart

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Zone Manager

Health and Social Care co-

ordinator

Lead HSCC Social Work lead TECS Strategy & Development Manager