Mental Health

2 weeks ago

Barking, Greater London, United Kingdom NELFT North East London Foundation Trust Full time

Communicate effectively with a range of people, either in person or on the telephone, promptly and in a professional and courteous manner whilst recognising barriers to communication.

Ensure that complex calls from anxious and distressed clients are passed to appropriate person to deal with (dealt with) effectively and appropriately, or escalated to senior staff member if appropriate Respond to enquiries, and take appropriate action on behalf of the service, either by telephone, personal contact or correspondence, within agreed time limits.

Manage and maintain an efficient administrative system on behalf of others. Draft general correspondence on behalf of own service.

Accurately produce reports, correspondence and documents from a variety of sources. Work without supervision and ensure urgent situations are addressed swiftly. Ensure workload is managed and prioritised appropriately. Responsible for the induction and orientation of Band 2 administrative staff and temporary staff.

Establish and maintain electronic and manual filing systems. Arrange and take minutes or notes at meetings that are intended for internal review only. Input generic data into organisational systems or in-house records.

Printing of simple reports ie training records or basic clinical info Cover other teams/services, where necessary, which may require working on other sites.


Monitor and maintain secure stamp allocation, petty cash refunds for expenses and keys held on site Front of House Facilitate the smooth running of the service, dealing sensitively with any complaints, problems or issues arising, highlighting and referring problems where necessary to the line manager.

Act as a point of contact for service users and effectively run reception. Take clear messages and pass them promptly to the appropriate member of the team using own judgement on urgency. Responsible for ordering stationery and other supplies via the electronic procurement system, receipting goods and chasing shortfalls.


Be the first point of contact for service users Computer/Administration Use the patient records system to enter client related information and care events.

Retrieve and record patient information in line with service requirements. Print out monthly team reports on service activity. Participate in audits and surveys as necessary.


Provide support in the development of audit reports Communication Demonstrate effective communication skills and promote a positive image of the team with service users, carers, professionals and external agencies from a variety of disciplines, both within and outside the Trust.

Respond to frequent enquiries made by clients/staff, either in person or on the telephone, promptly and in a professional and courteous manner in line with Trust policy.

Work competently within current procedures for own working practices and, where appropriate, contribute to the development and implementation of changes to improve own working practices/service, policies, procedures and guidelines.


Specific Tasks directly related to the post:

Deliver a reliable client focused administrative service which promotes good customer care and supports the achievement of the trust vision and mission.

Provide administrative and reception support to the Mental Health and Wellness Team.

Facilitate the smooth and reliable running of the front of house, dealing sensitively with any complaints, problems or issues arising, highlighting and referring problems where necessary to the line manager.

Uploading/ opening referrals accurately onto patient records Receive, divert and make telephone calls as required, passing messages accurately and promptly to appropriate colleagues.

Ensure that complex calls from anxious and distressed service users or their families are passed to appropriate persons to be dealt with effectively and appropriately or escalated to a senior staff member if appropriate.

Be able to cross cover across all 3 sites within Barking and Dagenham Mental Health & Wellness Teams.

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