Service Administrative Supervisor (Office Manager)
Pay Band Band 3 4. Base and Service this needs to reflect the service and where the work is delivered The primary role will be within the Complex Emotional needs Service (Personality Disorders) but post holder may be required to work across a number of different locations & teams providing reciprocal cover arrangements 5.
Reports to Line Manager Service Manager 6. Accountable to Professionally/managerially Senior Manager 7. Dimensions and Context of Role To deliver an effective and competent level of administrative support and consistently deliver a client focussed service which promotes good customer service and effective working relationships.
To be responsible for providing daily administrative support in the allocated service area ensuring business priorities are met for example: maintaining records, minute taking, data inputting and reception duties. Typing of confidential reports letters which may be supplied via hard copy and or dictation, which may contain distressing information as requested to meet service needs.
Working proactively to support team. Ability to work on own and proactively as part of a team. To provide the day to day supervision and line management of junior staff where appropriate and report to clinical team managers and service support manager.
To deliver admin projects to support the clinical teams under the joint direction of the clinical team managers and service managers. The job description and person specification are an outline of the tasks, responsibilities and outcomes required of the role.
The job holder will need to be flexible to carry out any other duties as may be reasonably required by their line manager. 8. Organisational Chart Pathway Lead, Clinical Lead and Operational Manager THIS POST Admin Therapy & Peer Support Administrative Support staff Links across & Liaising with Professional Clinical staff, teams, all stakeholders, public and clients 9.
Key Tasks and Responsibilities of the Post Delivery Management of Service Supports the daily smooth administrative operation of the service interventions offering business support to the Management and Leadership Team, including diary and in box management.
Ensures the smooth administration of the referrals into the service and all administrative processes through to discharge including, data, reports and surveys. Delegation of administrative tasks to other members of the admin team. Provide support to customer/clients and visitor/professionals/teams when required, acting as the first point of enquiry, updating S1 appointment calendar with arrivals DNAs, sign posting individual to relevant information or service.
Delegation of duties where appropriate. Promote the image of the service, checking that notices and leaflets are up to date & well presented. Ensure that all complaints, compliments, concerns, comments and suggestions are appropriately recorded, and where possible resolved within level of role or escalated appropriately, supporting junior staff where necessary.
Respond to telephone, email and written queries on behalf of the team including call handling where appropriate. Recording all contacts on S1 and taking/directing messages. To produce informal and formal minutes as an accurate record of meetings, transcribing and distributing as directed.
This includes mini-MDT and weekly MDT. Deal with all referrals, e-referrals directed to the team e.g. Refer to MDT, upload documents, check standard and accept/decline referrals, request any additional information from referrers etc. Maintain accurate and timely electronic and hard copy information e.g. DQ errors, updated G drive information ensuring ease of access, retrieval as appropriate and in line with policies.
Be proactive and contribute ideas for improvement in the way the service is delivered. Ensure that all office support services e.g. post, scanning, filing, photocopying, are delivered in a timely manner. Maximise the use of electronic systems to enable effective management of the service area such as Microsoft Office and patient record systems Able to work on own initiative, prioritising work within defined policies and procedures to set timescales Team Support Support Clinical Team Manager with diary management, information/data gathering, document production (e.g. flow charts), updating ESR with supervision records/appraisals and ad-hoc requests for support.
Support the recruitment and record keeping processes of new staff, communications, new file, interview appointments and so on. Manage Security processes, alarms on behalf of team, including assigning, maintaining records and usage reports, prompting team to test regularly etc Assist Clinical Team Manager with e-Roster management.Liaise with management team regarding annual leave, time owing, overtime and input agreed outcomes. Supporting operational staff to access management information; electronic and hard copy Data Management Collect and collate data to enable managers to monitor budgets and performance in relation to business support function with support of line manager.
Collect, collate and prepare information for service area users with support of line manager. Staff management & development Provide the day-to-day supervision and line management of junior staff where appropriate, including performance management, absence management and appraisal.
Demonstrate own activities to new or less experienced employees. Ensure junior staff hand out relevant questionnaires, Friends & Family and input this onto system. Financial management Monitor stock e.g. stationery and order supplies and equipment as required within the business area.
Undertake surveys or audits as directed. 10. Physical EffortFrequent sitting & standing. Inputting at a keyboard for most of day, frequent light effort to lift, sort & file case notes. May have to occasionally move presentation equipment and office supplies or clinic consumables.
11. Mental Effort Frequent concentration is required when inputting into systems, typing documents, making appointments & processing records with a need to ensure accuracy. The work is usually predictable but there may be unscheduled priority tasks, interruptions from telephone calls, enquiries and staff & occasionally imposed deadlines.
12. Emotional Effort There may be some exposure to service users who may exhibit high emotions, difficult & challenging behaviours. 13. Working conditions Exposure to unpleasant conditions is rare/occasional. May be exposed to verbal aggression from patients.
Use VDU for high proportion of time. The flexible nature of the job may require post holder to move within the team or within the wider organisational setting as required and undertake similar duties. 14. Key Behaviour CompetenciesWorking together Be straightforward in our dealings with each other and build relationships Listen to others and explain the decisions we have made Recognise and remove barriers to action Create an open and positive learning culture Learn from mistakes & ask others for support where necessary Be aware of ones own behaviour, values, attitudes, strengths and weaknesses.
Ability to reflect on ones behaviour and change them. Uphold the values and be proud to be part of the organisation Ensure appearance is professional & name badge visible Act With Integrity Be honest and do what you say you will do Take responsibility and be accountable for your actions Guard and build the organisations reputation Take into account the human and social impact of our work Treat everyone in a friendly, courteous manner; smile & make eye contact Building Success Together Be compassionate and accepting of others.
Be straightforward in our dealings with each other and build relationships Listen to others and explain the decisions we have made Agree on our goals and see them through Treat each other with dignity and respect Learn from each others experiences Understand and recognise each others contributions of being of equal value Be prepared to challenge the status quo Contribute to the organisations success Stretch the boundaries of personal performance Look for better ways of working to achieve improvements Caring for patients Aim to meet the needs of our patients and partners in care Use initiative to enhance care in innovative and imaginative ways Respect individual cultural differences; challenge bias & prejudice Provide a high quality and safe service for patients Maintain privacy and ensure confidential information is kept safe Question poor practice, process & behaviour