Better at Home/Waiting Well Team Leader

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Fixed Term
£22,500 per annum FTE
Closing date: 11/07/2024
Disability Confident Employer


Home Based – Hertfordshire – supporting Watford General Hospital, Lister Hospital, Princess Alexandra.


Fixed term to 31st March 2024


17.5 hours per week

Also, to provide supervisory cover for the weekend on a rota basis

Starting wage/ salary

£22,500 pro rata

Reports to

Better at Home Manager

Responsible for

Waiting Well team

In view of the winter pressures, workforce challenges and increased pressure on Acute Hospital services to manage the backlog, with specific focus on long waiters. We are seeking to scale up two approaches that have been successfully trialled in West Hertfordshire Hospital Trust (WHHT), which both support this agenda, align to existing resources in the community and further develop our community resource and support offer.

The two projects are ‘Waiting Well’, which supports a cohort of patients identified by the trust on a long waiting list with community support. The second is ‘Discharge Support’, focusing on a) telephone follow up to 65+s 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.

Both Hertfordshire and West Essex have important infrastructure to support this work, including HertsHelp and the Hospital and Community Navigator Service (Herts) and Frontline and Live Well Link Well in West Essex, creating strong networks.
Purpose of the Waiting Well Team Leader
The Waiting Well Team Leader will contribute to the reduction of hospital waiting lists by ensuring the personalised care offer from social prescribing is fully utilised, giving patients the support to improve on or maintain a healthy lifestyle.

This role will be focused on supporting the Waiting Well Project, and occasionally support on other project pilots.

The Waiting Well project provides calls to patients on a waiting list for a medical procedure, supporting Watford General Hospital, Lister Hospital and Princess Alexandra Hospital. The nature of the calls is to ascertain the patients general wellbeing and to offer help and support if needed.
Key Responsibilities

  • Support with contacting patients on the Waiting Well lists.
  • Patients are kept mobile and active as far as possible and are offered rehabilitation (exercise, weight loss advice, health services, clubs, etc to improve outcomes, as appropriate).
  • Their health is not compromised by inability to afford heating or access food etc.
  • Ensure that the staff and volunteers contain a good balance of knowledge and skills.
  • Create a learning environment, ensuring that knowledge and skills transfer easily throughout the project.
  • To ensure patients on waiting lists from acute trusts have a personalised offer of practical help or wellbeing support, to prevent readmissions.
  • Their morale and wellbeing including financial wellbeing is supported.
  • Developing consistent and effective referral processes.
  • Ensuring staff & volunteers are made more aware of the VCFSE (Voluntary, Community, Faith and Social enterprise).
  • Contribute to the development of targets.

General responsibilities

  • Work within agreed procedures, regulations, and systems, communications, data collection, monitoring, and quality assurance.
  • Establish and maintain professional and supportive relationships with colleagues and with local groups.
  • Ensure that the project team establishes effective working relationships with other teams.
  • Ensure integration within local NHS and social care services
  • Undertake such other work as may reasonably be required from time to time.

Person specification

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


  • Good attention to detail
  • Enjoy interacting and working as a team
  • An excellent use and understanding of written and spoken English.
  • Good knowledge of HCNS’s key stakeholders.
  • Good understanding of health and wellbeing and the issues facing adult care and the NHS.
  • A good understanding of the HCNS’s structure and purpose.
  • Good knowledge of the voluntary, statutory and business sectors in Hertfordshire.
  • Familiarity with good practice around data security, privacy and confidentiality.


  • Excellent administrative and ICT skills, with knowledge of MS Office packages and ability to use web based CRM database systems.
  • Excellent attention to detail and proof reading.
  • Being able to effectively lead & train team members.
  • Good numeracy, a good grasp of statistics and experience of using spreadsheets.
  • Excellent written and verbal communication, including effective listening and questioning to clarify and interpret expectations, needs and requirements.
  • Excellent organisational and time management skills.
  • Strong interpersonal skills to enable the development of strong working relationships at all levels.


  • Commitment to improving health outcomes for older and vulnerable people.
  • Ability to maintain upmost confidentiality and discretion.
  • Willingness to contribute to broader community initiatives.
  • Adherence to the highest professional and ethical standards.
  • Confident with technology and with non-technical systems.
  • Confident, efficient and professional.
  • Diligent and able to focus on small details.
  • Demonstrate a sound work ethic.
  • Be respectful, honest and trustworthy.
  • Flexible, committed and proactive.
  • Willing and able to learn and to share learning.
  • Willing and able to follow instructions and operate within defined procedures.

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

Salary: £11,250.00 per year

Expected hours: 17.5 per week


  • Work from home


  • Monday to Friday
  • Weekend availability


  • Supervising experience: 1 year (preferred)


  • Driving Licence (preferred)

Ability to Commute:

  • Hertfordshire (required)

Work Location: Hybrid remote in Hertford