Call Referral Team Lead

Manage all aspects of Call Referral team (ECCA - East Coast Community Access) ensuring services are covered with the right skill mix and cost efficiency, regularly reviewing call numbers and wait times to ensure staffing levels are adequate for service need. To flex and change shifts as appropriate to ensure adequate staffing levels are maintained to cover for absence, liaising with Operational Lead Non Clinical Services as necessary. Complete appraisals and reviews for Call Referral Operator direct reports in a timely manner, ensuring staff are compliant with mandatory training, reporting any issues to the Operational Lead Non Clinical Services. Ensure prompt sickness absence / return reporting, recording appropriately and reporting back to Operational Lead Non Clinical Services any concerns or issues.

Ensure KIT calls are completed and logged, raising any concerns. Arrange Occupational Health referrals as necessary; actioning any recommendations in the report, in conjunction with Operational Lead Non Clinical Services. Arrange and attend HR attendance and performance review meetings for Call referral Operator direct reports; ensuring these are made in a timely manner and that follow up / review meetings are booked accordingly. Ensure attendance and performance paperwork is up to date with most current information.

Update Operational Lead Non Clinical Services on a regular basis. Manage Health Roster regularly and accurately to reflect working patterns; ensuring accurate pay is received. To Support the Operational Lead Non Clinical Services, displaying the organisational requirements of attitude, behaviour, competence and delivery and acting as a positive example for peers. To work with Operational Lead Non Clinical Services and System Support to effectively create, monitor and review service protocols within Systm1.

Working with the Process Lead to ensure processes remain effective, updating as necessary. Work with the Process Lead to ensure effective training / updating / mentoring programme is in place for team with robust support networks for new staff. To attend Administration Leadership meetings, contributing as necessary. To ensure the relevant clinical rotas have been received on a monthly basis and updating as necessary when changes arise.

To ensure the clinical nursing rotas are completed on a daily basis and disseminated onto the single point of triage team. Monitor patient referrals and ensure all referrals are added to the system in a correct and timely manner, redirecting and reallocating work as necessary. To accept responsibility for a designated workload and to organise this effectively and efficiently with regard to priorities and use of time. To ensure new members of the team are assigned a mentor and trained appropriately, assessing, monitoring, reviewing and updating new training processes and methods.

To deal with telephone enquiries and take appropriate messages for the staff and patients. All roles within East Coast Community Healthcare CIC (ECCH) require staff to demonstrate our Values and Signature Behaviours in the care and service they provide to patients, service users, stakeholders and colleagues. All members of staff should consider these as an essential part of their job role. Our Values outline the core behaviours that we can all achieve and are summarised as an acronym within the word CARE.

**These stand for**: Compassion, Action, Respect and Everyone. Underpinning our Values are our Signature Behaviours which highlight by taking the right actions we continue to build a strong culture. Our four Signature Behaviours are: Compassion - We Listen, We Learn, We Lead| Action - My Accountability, My Responsibility | Respect - Respect Our Resources: People, Time and Money | Everyone - Work Together, Achieve Together.