Better at Home/waiting Well Call Handlers

6 months ago

Hemel Hempstead, United Kingdom Hospital and Community Navigation Service Full time

**Two 7 hour shifts to be worked over Friday - Sunday.**

Commissioned by Hertfordshire County Council, the Hospital & Community Navigation Service is comprised of ten voluntary organisations who have formed a partnership to bring together Hertfordshire’s Community Navigation and Hospital Discharge Services.

Delivering within an innovative social prescribing model, the outcomes of the service are as follows:
1. Reducing hospital admissions.

2. Reducing GP visits.

3. Reducing reliance on home care providers.

4. Reducing social isolation.

5. Improving health and wellbeing.

**Main purpose of thepost**:
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 Waiting Well and Pathway 0

Waiting Well’, supports a cohort of patients identified by the trust who are waiting on an operation and the second is ‘Discharge Support’, focusing on a) telephone follow up to clients 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. The Better at Home Team are also supplied with lists of patients who are on a long waiting list for planned procedures. 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, St Albans, Hemel Hempstead, Princess Alexandra & Lister..
- Contact via telephone a list of patients who have been identified as being on a long waiting list for a procedure.
- 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.
- 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 AUKD’s policies, procedures, and guidelines.
- To actively market AUKD, and promote a positive, personal, and professional profile, ensuring the good reputation of AUKD 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.

**Salary, hours & benefits**:
Ø £10.54 per hour.

Ø 7-hour day. Flexible start time and working day, 7 hours work to be completed.

Ø Number of days worked are to be discussed. 14 hours over 3 days from Friday - Sunday.

Ø Weekend working required.

Ø Company mobile phone and laptop provided.

Ø 20 days annual leave, pro-rata - plus bank holidays.

Ø Working from home. (However, if you prefer to work in the office, this is permitted, & you also have the option to do a combination).

Ø Working alongside a team 13 colleagues.

Ø Reporting to Better at Home Team Manager.

Ø Automatically enrolled into the pension scheme.

**PERSON SPECIFICATION**

**Knowledge & Skills**

Ø The appointed person must demonstrate and maintain the following knowledge, skills and a

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