Job Description

An exciting opportunity has arisen to join the OneCall West Sussex team as an Assistant Coordinator. Bases include Lancing, Brighton and Crawly.



We are looking for an enthusiastic and experienced candidate to join our team to provide a key role in the effective management of all non-telephone activities in OneCall and to contribute towards the positive and compassionate delivery of care to the service users of OneCall.

Please note:

Due to recent changes in UK immigration and visa rules, this role may not be eligible for Skilled Worker visa sponsorship. Applicants who do not currently have the right to work in the UK may not be considered. Candidates requiring sponsorship should review the eligibility criteria on the gov.uk website before applying to assess their eligibility for a Certificate of Sponsorship for this role.

Skilled Worker visa:

going rates for eligible occupation codes - GOV.UK

Health and Care Worker visa:

If you'll need to meet different salary requirements - GOV.UK



As a OneCall Assistant Coordinator you will be responsible for a wide range of duties, supporting the wider team with, including but not limited to; administrative support, ensuring all referrals, including Night Support Worker referrals, are responded to in a safe and timely manner, handling requests for information, liaising directly with other directorates in the Trust in addition to external partners, setting up and maintain databases and service registers, monitoring all electronic inboxes and portals related to the OneCall service and ensuring that all service standards are maintained at all times, amongst other duties as required.



You will be supporting the Coordinator team to prioritise the answering of the phones in a professional and timely manner as required by the needs of the service, with the opportunity to develop this skill should you wish to, and the opportunity arise. You will show leadership by demonstration and you will be a key part of ensuring that there is a positive and supportive culture, with patients at the heart of everything we do in OneCall.



We are the main provider of NHS community services across East and West Sussex. Our 6,000 staff serve a population of 1.3 million providing essential medical, nursing, and therapeutic care to adults and children.



Our Trust vision is to provide excellent care at the heart of the community, helping people plan, manage, adapt to changes in their health, supporting avoidable hospital admissions and reducing hospital stay times.



We have opportunities for everyone across our wide variety of services including medical, clinical, support and corporate services.



Why work for us?



Positive 2022 NHS Staff Survey results, scoring highly in compassionate culture & leadership, and staff wellbeing support

Variety of working environments across the community, in patients' homes, within our community hospitals and bases across the county

Supportive flexible working patterns such as:

part time, flexi time, annualised hours, and flexi retirement options

Excellent training and development opportunities

Research opportunities

Cost-effective workplace nurseries in Crawley, Hove and Brighton

Thriving BAME, Disability and Wellbeing, LGBT+ and Religion and Belief staff networks

Level 3 accredited Disability Confident Leader, committed to creating inclusive workplaces

Veteran Aware Trust, achieving accreditation from Veterans Covenant Healthcare Alliance (VCHA)

Located in stunning Sussex, with easy access to the South Downs and the coast

Access to a wide range of benefits and discounts for NHS staff



Job Summary



To act as a key point of contact for the OneCall West Sussex service, ensuring that patients, other members of the public, external stakeholders and colleagues within the Trust receive a courteous and supportive response to a range of queries and requests for information. This will involve the use of excellent verbal and listening skills to ensure accurate referral information is collected.



To provide business support, referral and all non-call activity management support and specialist administrative services to the Team Lead, Clinical Assessors & Coordinators.



To ensure that the service is supported operationally, and all non-call activities are managed effectively and in a timely manner through the use of appropriate systems, procedures, and processes.



To ensure that all non-call activities are answered promptly, handled in line with prioritisation needs safely and with care, compassion, and professional standards of communication. Awareness of the need to manage referral, email & task queues is essential, acting promptly to ensure the needs of referrers and staff are both met. The successful candidate will work alongside a team of Senior Clinical Assessors, Clinical Assessors and Coordinators to ensure this is achieved.



Communication and Working Relationships



The post holder will work closely with the OneCall Team Lead and the wider team across all three sites. They will need to communicate on a regular basis with the OneCall Team as well as being required to liaise with staff and managers from other Sussex Community NHS Foundation Trust Services, external partners such as Acute services, patients, and carers.



The post holder will have to discuss and communicate sensitive, confidential and complex information about patients and staff.



The post holder will be able to respond appropriately to challenging behaviour during a telephone call and ensure a positive outcome for any patient involved in these discussions.



The post holder will have to actively participate in Team Meetings and other appropriate meetings.



The post holder will develop their own skills ensuring that defined competencies are maintained and provide information to others to help their development.



The post holder will make changes in their own practice and offer suggestions for improving services as appropriate.



The post holder will maintain defined quality standards in their own work and encourage others to do so.



The challenges for this post relate to achieving the key performance indicators for our service and ensuring that high standards of quality, professionalism and care are maintained at all times.



Key Responsibilities



The post holder will provide administrative support to the OneCall team.



To ensure all referrals are responded to in a safe and timely manner, to enable the patient to receive appropriate care within the community whenever it is safe to do so or to escalate if needs cannot be met within the community.



The post holder will receive and respond to all referrals to the OneCall service (written or electronic), establish their appropriateness, assessing for urgency (and if necessary, liaising with the qualified member of staff on duty) and forwarding onto the relevant teams in written and verbal format. This will support the OneCall service to adhere to the Key Performance Indicators for call answering.



The post holder is required to be flexible and always professional when interacting with others.



The post holder will be expected to request further information by phone or electronically whilst maintaining confidentiality & high standards of professionalism throughout.



The post holder does not have any financial responsibilities for the service.



Main Tasks



To be responsible for the processing of completed referrals and all non-call activities to ensure all information is passed promptly and accurately to the relevant service.



Triaging of patient needs and ensuring the clear and accurate documentation of the assessment.



To use local pathways and protocols to process these referrals in a timely manner to the appropriate teams.



Be able to respond to conflict situations whilst remaining calm and professional.



To provide assistance to the booking and allocation night support workers.



To respond to all enquires relevant to the role appropriately, effectively and in line with service delivery expectations.



To facilitate the request of further information as appropriate, always maintaining complete confidentiality



To liaise directly with other directorates within the Trust, other health service providers, statutory and voluntary agencies and service groups ensuring effective communication and co-operation.



To facilitate & support the effective and efficient taking of messages, with empathy & professionalism, ensuring community teams receive information at agreed times.



To support the maintenance of an up-to-date service register of all community services including referral criteria and contact details.



To input data as required, including the scanning, and uploading of documents.



To effectively monitor and respond to the needs and requests within generic mailboxes, SystmOne and all other incoming means of non-call information to the service.



To support the ordering of stationery and equipment as required.



Respond effectively to any issues that arise during the shift e.g., telephone or IT failure.



Reports any building or equipment maintenance problems to the Trust's Estates Helpline or escalate to the Senior Clinician on duty.



To be flexible and always professional when dealing with others.



The post holder may have tasks or responsibilities delegated to them, appropriate to their level of competence. They may also be expected to delegate tasks or responsibilities to other staff, as appropriate.



To work collaboratively with OneCall senior management and Team Lead staff to develop practices and processes, ensuring that all service standards are maintained at all times.



To maintain confidentiality at all times when dealing with personnel, staff and patient issues and sensitive Trust information and to ensure that all coordinator staff do so too, addressing any concerns immediately & appropriately.