Better at Home/Waiting Well Call Handlers

Hospital and Community Navigation Service

Commissioned by Hertfordshire County Council, the Hospital & Community Navigation Service is comprised of ten voluntary organisations who have formed a partnership to bring together Hertfordshire’s Community Navigation and Hospital Discharge Services.

Main purpose of the post:

The Better at Home Team has been set up to support the Acute Trusts manage hospital discharges as well as waiting lists via a wellbeing telephone call. The two projects are Waiting Well and Pathway 0

Waiting Well’, supports a cohort of patients identified by the trust who are waiting on an operation and the second is ‘Discharge Support’, focusing on a) telephone follow up to patients discharged on pathway zero and b) 2 weeks’ wraparound care for patients on other pathways who need non-clinical help to build resilience once home, again utilising the support available in the community to reduce readmissions.

Job Summary:

The Better at Home team are supplied with a daily hospital patient discharge list. The call list is divided up equally, and you are allocated several patients which you then contact via telephone. The Better at Home Team are also supplied with lists of patients who are on a long waiting list for planned procedures. From your initial conversation, you will discuss any issues they are facing and recognise if the patient needs further help. If so, you then refer the patient to Herts Help, who will then set up support and services where necessary.

Responsibilities and duties:

· Contacting via telephone, discharged patients, from the following hospitals: Watford General, St Albans, Hemel Hempstead, Princess Alexandra & Lister.

· Contact via telephone a list of patients who have been identified as being on a long waiting list for a procedure.

· Completing spreadsheet patient information, on Microsoft Excel, via SharePoint.

· To identify what support the discharged patient may need, to help them settle back into
their home safely and securely.

· Referring the patient into Herts Help for further support and services to be set up, such as Meals-on-wheels, mobility aids, shopping & medication collection or delivery, cleaning & laundry, key safes or handy man jobs, befriending or bereavement support, assistances with paperwork or technology, etc.

· Complete general admin duties, such as manage emails, case studies and Staff report.

· Be proficient in using Microsoft packages: Outlook, Teams, Word, Excel, SharePoint.

· Complete case studies, 2 per quarter.

· Daily contact & communication with colleagues online via Microsoft Teams.

· To liaise, when necessary, with Community Link Workers, Personal Assistants and Floating Support Workers

·· Complete other hospital call lists, as and when needed by HCNS/Herts Help.

· When making calls, being able to recognise the following:

· Protect the confidentiality of all information relating to the client and not divulge information to anyone who is not authorised to receive it.

· To promptly report to the office of any issues concerning the care, support, well-being or behaviour of the client and update records accordingly.

· To recognise the signs of abuse and immediately report abuse or suspected abuse to your line manager or if not available a Senior Manager.

· To report any complaints to the office.

· To seek out best practice and look at innovative ways to improve the quality and efficiency of service delivery.

· Attend and participate in occasional team meetings and any other relevant meetings.

· To attend in house and external training pertinent to the role.

· To aim to ensure everyone has equal treatment and equal access to services.

· Any other duties requested by your line manager which are within the scope of the post.

Additional Information:

PERSON SPECIFICATION

Knowledge & Skills

Ø The appointed person must demonstrate and maintain the following knowledge, skills and attributes.

Ø Good understanding of health and wellbeing and the issues facing adult care and the NHS.

Ø Good knowledge of the voluntary, statutory and business sectors in Hertfordshire.

Ø Familiarity with good practice around data security, privacy and confidentiality.

Ø Excellent written and verbal communication, including effective listening and questioning to clarify and interpret expectations, needs and requirements.

Ø Excellent telephone manner and communication.

Ø Fluent in English language.

Ø Excellent administrative and ICT skills, with knowledge of MS Office packages.

Ø Good numeracy, a good grasp of statistics and experience of using spreadsheets.

Ø Excellent organisational and time management skills.

Ø Being able to work independently and manage your time effectively

Ø Competent and confident using a laptop & mobile phone

Ø To be self-motivated, being able to work in a team, and alone.

Attributes

Ø Commitment to improving health outcomes for older and vulnerable people.

Ø Ability to maintain upmost confidentiality and discretion.

Ø Willingness to contribute to broader community initiatives.

Ø Adherence to the highest professional and ethical standards.

Ø Confident with technology and with non-technical systems.

Ø Confident, efficient, and professional.

Ø Be respectful, honest, and trustworthy.

Ø Flexible, committed, and proactive.

Other Information

Ø 7-hour day. Flexible start time and working day, 7 hours work to be completed.

Ø To be able to collect ICT equipment from Watford Head Office on start date

Ø Number of days worked are to be discussed. 7 – 35 hours per week available, dependant on rota requirements.

Ø Weekend working required.

Ø Company mobile phone and laptop provided.

Ø 25 days annual leave, pro-rata – plus bank holidays.

Ø Working from home. (However, if you prefer to work in the office, this is permitted, & you also have the option to do a combination).

Ø Working alongside a team 13 colleagues.

Ø Reporting to Better at Home Team Manager.

Ø Automatically enrolled into the pension scheme.

Additional Information

Full Driving Licence and Access to a Vehicle for work purposes is required for this role.

Disclosure and Barring Service Check: An enhanced DBS disclosure will be required for this post.

Confidentiality: Attention is drawn to the confidential aspects of this job and personable responsibility and liability under the Data Protection Act 1998.

Health & Safety: The post holder is required to take reasonable care of their own health and safety and that of other people who may be affected by their acts or omissions at work and to ensure that statutory regulations, service policies, codes of practice and safety rules are adhered to.

Equality and Diversity Policy Statement: We believe that equality for all is a basic human right and actively oppose all forms of unlawful and unfair discrimination. We celebrate the diversity of society and are striving to promote and reflect that diversity within this service.

Staff may not unreasonably refuse a request to undertake any task which is appropriate to their level for which they have the necessary skills and / or experience. Any resulting change to their objectives and priorities will be discussed and confirmed with their line manager.

Appointment to this position is subject to satisfactory references.

HCNS Values

The Hospital & Community Navigation service has teams based locally that will understand their local populations, and support people over the age of 18 who are returning home from hospital or are in need of additional support due to ill health. Helping to find, navigate and access community-based support.

The below values have been written and picked by staff within HCNS, to express how we operate and behave as a service –

Active Listening – To recognise other people’s perspective and feelings, promoting respect and understanding.

Empowering – Valuing abilities, goals, and strengths. Having the right tools and information to achieve results, to enable confidence and independence.

Community Focused – Focused on how we can support and strengthen our communities. Being the local ‘eyes and ears’ to connect and open up new initiatives.

Dynamic – Moving forward as one team, adapting, learning, and embracing change. Being able to try new things and grow as a service.

Inclusive – Being open to all, celebrating and valuing people’s uniqueness. Taking diverse feedback to create change and promote a safe space for people to share views.

Job Types: Part-time, Fixed term contract
Contract length: 12 months

Salary: £10.54 per hour

Benefits:

• Company pension
• Sick pay

Work Location: Hybrid remote in Hemel Hempstead

Reference ID: BH/WW-Call Handler 08/23