Job Description

Key tasks and responsibilities of the post:

To take telephone calls on the enquiry line from GPs, SWAST, health professionals, University Hospital Plymouth, patients, relatives and other external agencies. To update dashboards, spreadsheets and other data collection tools. To send communications and share information out to the team or relevant recipients. To complete administrative tasks such as creation of spreadsheets, minute taking, taking messages, utilisation of IT programmes.



To participate in virtual conferencing. Completing and sending referrals for planned resources as appropriate. Ensure all resources are available for managers to triage and for responders to visit. Providing good quality advice and information to both customers and professionals within own limitations appropriately.



Complete administrative activities associated with implementing the customer plan; this will include documentation of all customer/service related contacts. Ensure that all components of the customer plan are implemented as requested i.e. monitor actions and ensure have been completed and are delivering the required responses. To raise any issues that affects the implementation of the plan to the original Responder or Team Leader.



To action any alternative options as discussed with the Responder or Team Leader. Communication: On a daily basis communicate relevant information to a variety of services/agencies which will include; GPs, SWAST, specialist nurses, care agencies, customers, families/carers, voluntary agencies and others. Communication may take a variety of forms i.e. telephone, e-mail, face to face; to ensure that the appropriate medium is used and information is provided in a confidential manner, professionally and appropriate.



Ensure all communication complies with organisational and national policies and procedures. To remain flexible and responsive to urgent requests to ensure provision of an efficient and effective service. Organisational: To manage and prioritise workload while ensuring responses to deadlines are met in an environment where the workload is essentially unpredictable. To ensure recording, completion and maintenance of accurate and up to date documentation on required/appropriate systems i.e.



Eclipse, Care First 6, SystmOne in accordance with national and organisational legislation, policies and procedures. Report any data/telephony/system faults and queries. To take a flexible approach in supporting the work of the team/group. To collect and enter statistical data relevant to the work in line with organisational and team policies and procedures.



To be aware of and implement the organisations policies and procedures including health and Safety; the prompt recording of any accident, incident or other untoward event involving self, customers or other staff, taking reasonable care for personal health and safety and adhering to organisational policies. To keep updated of policy changes and developments with the organisation and implement relevant policies, protocols and guidelines.