Job Description

Key Responsibilities To receive calls for the Urgent Community Response Team and hospital discharge facilitation and ensure referrals are processed within the required response period To coordinate with community-based health and social care teams/services to enable a citizens discharge to take place safely and appropriately back to the community once identified as medically stable to leave hospital by the hospital based care coordination team. To inform the hospital care coordination team of the community response to facilitate discharge within the 2-hour response target time to enable the hospital to plan discharge To accurately input and update new and existing referrals using various databases, including the PCTs SystmOne system and other systems. To be responsible for running reports and data collection, to inform commissioning services and the provider business unit. To have an understanding and knowledge of the variety of relevant services and their referral criteria available within Health and Social Care to enable appropriate advice and guidance to be given to referrers, and to ensure this information is kept up to date.



To make judgments regarding referrals, for example, by triaging them to ensure that clients are seen by the most appropriate team / service at the right time to meet their needs. To utilise clinical support for complex referrals. To organise packages of care after clinical assessment. To manage and maintain the daily capacity for relevant services ensuring this information is passed to relevant professionals.



To be able to effectively handle calls from distressed referrers/ clients/ carers who are experiencing problems and act appropriately in a supportive, empathetic and courteous manner. To be able to alert team members to any relevant issues arising Assist in the development and maintenance of databases, including Excel and organisation specific systems, ensuring that data is collected, recorded and take part on analysing data as appropriate. To be aware of and appreciate the range of barriers to communication that exist, whether these be due to disability, cultural perspective, language or comprehension and to be able to respond in a supportive, empathetic and courteous manner when answering telephone calls from referrers/ clients/ carers. To produce accurate monthly/ quarterly statistics as identified within each services specification.



To be customer focused when representing the service and ensuring that the reception people are given is supportive, welcoming and helpful. To work within the relevant legal frameworks and have an understanding of the Data Protection Act and how this related to the management of confidential information in accordance with Trust policy. To plan/organise work using own initiative, whilst being able to work as a valuable member of a team. Assist in the orientation and induction of new starters for the service explaining the Crisis coordinator role in relation to the referral process.



To undertake general office procedures including photocopying and faxing as required. To be involved in the marketing of the team within the wider health and social care community, including voluntary and third sector providers. To participate in individual appraisal and supervision, contributing to the identification of training opportunities. To work effectively as part of a team to provide cover for other administration staff (including the end of life Palliative service) when required and to be flexible regarding working hours to meet the needs of the service.



To undertake any additional duties as appropriate and delegated by the manager.