Onecall Coordinator

Key Responsibilities 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 post holder will receive and respond to all referrals to the OneCall service (telephone, 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 Key Performance Indicator relating to call answering. The post holder should be flexible and always professional when interacting with others. The post holder does not have any financial responsibilities for the service. Main Tasks To receive referrals and messages by letter, phone, electronically and face-to-face; and use local pathways and protocols to process these referrals in a timely manner to the appropriate teams.

To answer calls to the service in adherence with agreed key performance indicators wherever possible. To ensure that every interaction has a positive outcome. To triage patient needs, ensuring the clear and accurate documentation of the assessment. To use local pathways and protocols to process all referrals in a timely manner to the appropriate teams.

To request further information by phone or electronically whilst maintaining confidentiality. To be able to respond to conflict situations whilst remaining calm and professional. To provide empathy to those using the service, being sensitive to their needs. To demonstrate decision making skills by assessing each enquiry/referral (discussing with qualified team members if appropriate) and contacting community staff immediately when a rapid response is necessary.

To be able to request further information as appropriating 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 be effective and efficient with message taking skills, ensuring community teams receive information at agreed times. To work with community staff regarding the ordering and monitoring of community equipment services as required and liaising with patients, carers, and professional staff.

To maintain database to record activity and assist in collating data for audit and reporting purposes. To maintain up to date register of all community services including referral criteria and contact details. To take, type and distribute minutes of meetings. To be flexible and always professional when dealing with others.

To input data as required, including the scanning, and uploading of documents. To monitor generic mailboxes. To respond effectively to any issues that arise during the shift e.g., telephone or IT failure. To report any building or equipment maintenance problems to the Trusts Estates Helpline or escalate to the Senior Clinician on duty.

To follow start-of-day, end-of-day and end-of-week procedures.