Team Leader

**Role Title: - Team Leader**

**Service Area: Recovery at Home - Single Point of Access**

**Role Profile - PC3**

**Responsible to** - Service Manager /Business Manager

**Purpose of Role**

To assess and manage referrals/contacts with a degree of complexity and risk, taking action to coordinate resources (including staff deployment) and support to maintain or improve the wellbeing of customers

To support the duty function of the Customer Connect Team, ensuring staff have the necessary skills to operate effectively. Maintaining, recording and reporting of information, managing referrals prioritising urgent requests for services, triaging Social Care referrals using a variety of IT systems including, Liquid Logic, Excel and Word. Gather appropriate information to assist in identifying appropriate services supporting timely discharges from hospital as well as helping to prevent unnecessary admission. Gather any additional information verbally liaising with Health and Social Care professionals as well as the general public providing them with any relevant updates or advice.

To lead, manage and supervise a team of care navigators, and call advocates to safely and effectively operate the service. Providing a triage and call handling function that will help progress customers to appropriate services that will help maintain or improve their health and social well being either within their own homes or in other services.

To ensure the effective and efficient management of a high-quality service which includes the following: -:
**Key Tasks and Responsibilities of Role**

**NB: This is not a comprehensive list of all duties and responsibilities but provides examples of the duties expected of the post holder**

1.1. Support the call handling function, taking Social Care referrals electronically in Liquid Logic (or on paper forms in times of business continuity) as and when required to

1.2. Provide support and guidance to care navigator colleagues that will assist them in taking and triaging referrals and contacts
- Assist in the development of processes and procedures that will assist colleagues to gather appropriate information which will assist in the decision and identification of appropriate services.

1.3. Ensure company statutory and non-statutory responsibilities are fulfilled within the team following all policies and procedures and maintain high standard services via:

- Quality Audits
- Safeguarding, Complaints, Compliments,
- Performance Reports

1.4. Where appropriate attend case conferences, and MDTs in order to progress decision making and triage of referrals

1.5. Work with other professionals to ensure the health, safety and comfort of customers and to maximise their potential to optimise recovery and gain independence via access to appropriate services. For example, referrals to Recovery Service; Adult Social Care Social Work and Therapy Services

1.6. Support recruitment, mentorship and coaching for new and existing colleagues, apprentices.

1.7. Provide service induction, training and ongoing supervision to all staff

1.8. Ensure that the service meets all health, safety and social care standards. For example:

- Implementation of Health & Safety Policy including Infection Control

1.9. Support Service reviews and promote partnership working
- Build and maintain professional relationship with Health and Social Care Professionals as well as the general public

1.10. Organise and work as part of a team, to provide practical, emotional and flexible care and support, geared to the needs and goals of the service.
- Responsible for the Deployment and flexing of Staffing resources to ensure the service has sufficient operational cover

1.11. Organise and delegate tasks to ensure, referrals and contacts are dealt with in a timely manner gathering information required and liaising with referrers and services to help meet service demands
- Coordinate and participate in conference calls
- Identify pressures in the system advising the Business Manager/ Service Manager in order to escalate
- Prioritise referrals in order of urgency
- Seek support from other service areas as appropriate in line with the escalation process

1.12. Use a variety of tools to assist in the triage of referrals and contacts and complete daily reports. For example:

- IT Systems
- Liquid Logic, Word, Excel

1.13. Organise and support colleagues and staff team to check, confirm and update demographics in Liquid Logic, check information on the referral or contact is correct helping them to develop their skills and abilities.
- Ensure referrals and contacts are completed to a high standard
- Provide group and individual feedback helping to identify potential improvements, lead on the implementation of any appropriate changes.

1.14. Gather, collate, monitor and monitor information gathered during triage. Evaluate and provide feedback to ensure referrals are progressed to the appropriate service
- Lead the team to develop improvements