Hertfordshire Hospital and Community Navigation Service

Job Description

Job Title/ position

Better at Home Call Handler

Host

Age UK Hertfordshire (AUKH)

Location

Home based

Hours

35 Hours

Salary

£22,932 per annum (pro rata for the 6 month contract)

Contract

Fixed Term 6 months

Reports to

Better at Home Team Leader

Please do not apply if you have submitted an application in the past 12 months.

Although the role is home based, occasional travel will be required in Hertfordshire for meetings and staff days. The Induction will also be face to face in Watford for a full day.

Commissioned by Hertfordshire County Council, the Hospital & Community Navigation Service is comprised of five voluntary organisations who have formed a partnership to bring together Hertfordshires 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 Pathway 0 50-65s and Pathway 0 over 65s.

Pathway 0 supports a cohort of patients 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. 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, Princess Alexandra & Lister.
• 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
• To adhere to all regulatory and statutory obligations and AUKHs policies, procedures, and guidelines.
• To actively market AUKH, and promote a positive, personal, and professional profile, ensuring the good reputation of AUKH always.
• 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

• The appointed person must demonstrate and maintain the following knowledge, skills and attributes.
• Good understanding of health and wellbeing and the issues facing adult care and the NHS.
• Good knowledge of the voluntary, statutory and business sectors in Hertfordshire.
• Familiarity with good practice around data security, privacy and confidentiality.
• Excellent written and verbal communication, including effective listening and questioning to clarify and interpret expectations, needs and requirements.
• Excellent telephone manner and communication.
• Fluent in English language.
• Excellent administrative and ICT skills, with knowledge of MS Office packages.
• Good numeracy, a good grasp of statistics and experience of using spreadsheets.
• Excellent organisational and time management skills.
• Being able to work independently and manage your time effectively
• Competent and confident using a laptop & mobile phone
• To be self-motivated, being able to work in a team, and alone.

Attributes

• 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.
• Be respectful, honest, and trustworthy.

• Flexible, committed, and proactive.

• Other Information
• 7-hour day. 09:00 start time
• To be able to collect ICT equipment from Watford Head Office on start date

• Weekend working required.
• Company laptop provided.
• 20 days annual leave, pro-rata - plus bank holidays. (20 days A/L is for full time post so part time will be pro-rata)
• Working from home. (However, if you prefer to work in the office, this is permitted, & you also have the option to do a combination).
• Reporting to Better at Home Team Manager.
• 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.