Tlcp Operations, Complaints and Communication and Human Resources Administrator

**Company Overview**

The Lewisham Care Partnership is dedicated to providing high-quality healthcare and social care services to individuals within the community. Our mission is to enhance the well-being of those we serve through compassionate care and support, fostering a culture of respect and integrity.

**Summary**

To support the efficient management and operations of the site team, ensuring all administrative duties are performed effectively and to the required standard, meeting the objectives of the Site.

To provide support in the provision of a Human Resources service to TLCP. To take responsibility for specific areas of work within TLCP both Operationally and Human Resources related..

**Responsibilities**

The following are the core responsibilities of the TLCP Operations and Human Resources Administrator. There may be on occasion, a requirement to carry out other tasks; this will be dependent upon factors such as workload and staffing levels:
**Human Resources tasks will include**:

- Advertising posts
- Assist in developing job descriptions and person specifications
- Arranging/conducting interview dates
- Obtaining CVs
- Sending out unsuccessful letters to applicants
- Offer letter of position including terms and conditions
- Assist manager in issuing of work contracts
- Organise and process DBS checks for new recruits and current staff as appropriate
- New starter checks e.g. obtaining bank details, P45, next of kin.
- References obtaining
- Induction of new staff
- Organise exit interviews and assist if appropriate/required
- Arrange staff events
- i.e. Christmas party
- Assist in creating new or updating existing HR policies
- Liaison with TLCP HR support provider in employment law
- Keeping up to date records on colleagues on HR Software
- Assist with HR reporting and data analysis as needed e.g. absence
- holidays, sick leave, etc.
- Managing and recording staff mandatory training log
- Assisting line managers in the management of sickness absence.
- Assisting line managers in non-complex disciplinary cases
- Assisting managers in the early stages of the employee grievances
- To assist managers in handling disciplinary cases, including participation in the investigation of cases as allocated by the HR Manager. To participate in hearing first stage minor offence disciplinary cases in accordance with TLCP procedure.
- To assist with Managers to achieve a positive employee relations environment and to resolve issues constructively as requested
- Support HR initiatives and programs, such as employee engagement activities, performance management and training programs**.**

**Communication**:
The post-holder should recognize the importance of effective communication within the team and will be involved in:

- Updating our TLCP Website
- Responding to various social media platforms including NHS net comments
- Creation and editing of newsletter content and design for staff and patients
- Patient Participation Group

**Complaints**:

- Be the first point of contact for individuals or their representatives wishing to raise a concern or complaint regarding a service.
- Acknowledge all complaints and categorize.
- Provide non-clinical advice to patients/service users or carers and be responsible for escalating a concern or complaint where patient safety appears to be at risk.
- Manage all individual complaints from initial contact to liaising with and advising clinicians and senior managers who are responsible for providing investigation and complaints responses.
- Ensure that all cases are investigated within the time limits of the TLCP Complaints procedure to required standards.
- Communicate verbally and in writing with complainants to discuss the management of their complaint and offer information on the process that will be followed.
- Ensure that complainants are kept informed at all stages of the progress of their complaint including when changes or delays occur within the agreed timescale
- Liaise with all levels of staff across the organization to ensure that complaints are handled speedily and effectively.
- Contribute to learning lessons events so that actions can be implemented across the TLCP.
- Coordinate meetings between complainants and staff, chairing or taking notes where required.
- Keep the website complaints pages up to date.
- Undertake complainant satisfaction surveys, analyze and communicate the results, making recommendations for improvement where necessary.
- Maintain an up to date knowledge of the NHS Complaints Regulations requirements.

**The site operation administration responsibilities include**:

- Overseeing the administration and assisting with the operations of the site, ensuring staff achieve their primary responsibilities.
- Line managing junior administrative staff, supporting staff development, providing guidance and direction, ensuring staff are up to date with mandatory training.
- Completing staff appraisals as required in conjunction with the management t