Part Time Hours - 22hrs (This is a 24 hours a day, 7 day s a week service delivery based on a rostered shift pattern)
The Mental Health Urgent Care Department, is a facility where adults, aged 18 years and above, who are experiencing a mental health crisis can receive an urgent biopsychosocial assessment with immediate care planning. It is a new, purpose built department based at the Basildon Mental Health Unit on the Basildon university Hospital site.
The department will offer a calm and therapeutic mental health setting to see the majority of urgent/emergency mental health presentations and represent an improvement on the service previously offered in busy emergency departments.
The core responsibilities of this role will include:
Reception duties within the urgent department waiting area, ensuring all patients that present to the urgent care department are greeted and registered to the department.
Ensure 24/7 presence in the reception area of the departments
Ensure clear and timely communication to clinical teams of any changes within the patient waiting area which require clinical awareness and intervention
Carrying out assigned duties from the service Lead or Coordinator
Handling incoming and outgoing telephone calls in a polite and efficient manner. Receive and deal with telephone enquiries, responding appropriately to callers including high risk and challenging client and carers in line with mental health crisis
Maintaining strict confidentiality at all times.
Liaising with other services and collecting information to ensure a joined up approach to patient care.
EPUT are looking for motivated staff who shares our Trust values of Care, Learn and Empower. In return, EPUT can offer you a range of benefits and development including;
Season Ticket Loans
NHS discounts for staff
Excellent Training facilities and opportunities
Buying and Selling annual leave scheme
The opportunity to work bank shifts and expand knowledge and experience in other areas
Salary Sacrifice schemes including lease cars and Cycle to Work
Day One Flexible Employer
The Trust supports and actively encourages flexible working for all employees. We offer many options and you are encouraged to ask the recruiting manager what is possible for this role. If appointed, you will have the opportunity to apply for a flexible working request from the first day of your employment
Join our Staff bank
What is Staff Bank?
Our EPUT NHS staff bank is an entity managed by the trust that hires clinical and non-clinical healthcare professionals to take on shifts at our trust hospitals and community settings. Here at EPUT we maintain our own bank of specialist staff to ensure that we are able offer safe and effective care at all times.
All our permanent staff are automatically enrolled onto the staff bank however this does not mean you have to work any additional shifts, but the option is there for you if you wish.
If you are joining our Trust in a fixed term role, please indicate on your New Starter Paperwork that you wish to join our staff bank.
Undertake administrative duties within own level of competence as requested by professionally registered staff
Record accurate messages and follow them up appropriately in accordance to department guidelines
Communicate face to face with clients seeking further help/information as required being aware of the needs of the clients and act in an appropriate manner particularly with clients who can be verbally challenging
Contribute to and support services to provide a high-quality service that takes account of individual needs. To exchange confidential, sensitive information with staff, clients, and carers in person or on the telephone. The unpredictability of clients means that persuasive, reassuring, empathic, skills are required at all times
Deal with queries raised by patients, carers and other healthcare professionals both internally and externally to the Trust. These are often of a non-routine nature and involving complex issues such as medication and other clinical treatments where there are barriers to understanding due to the nature of the client group.
COMMUNICATION AND WORKING RELATIONSHIPS
Excellent communication skills with patients, carers and other healthcare colleagues (across a range of disciplines) on day-to-day aspects
The post holder will have the ability to communicate effectively and sensitively with patients according to their age, understanding, language and ability
Responsible for ensuring all correspondence is accurately and appropriately presented using Trust and departmental procedures and medical terminology used by the clinical staff
To be skilled and experienced in the full range of administrative work practices, software programmes and specialised functional terms
To be proficient with the knowledge of Patient Records management supporting new users and instructing them as necessary. To use the knowledge and experience to meet the needs of the clinical teams by completing non routine tasks on a daily basis
To operate the Trusts central telephony systems
To update skills as necessary and attend mandatory training and maintain records as per Trust policy
Receiving, prioritising and organising appropriate action when dealing with clinical staff requirements
Prioritising and organising distribution of incoming and outgoing mail (including email)
Use own initiative to organise, prioritise and coordinate workload ensuring that deadlines are met
To maintain diaries, both electronic and paper. To arrange appointments and meetings via electronic systems
Ability to deal with short notice planning and last minute changes
To manage and organise own time and work efficiently and adhere to deadlines to enable the smooth running of the department
To report and ensure equipment faults are dealt with by the relevant persons
The post holder will contribute to accurate written accounts of events / incidents under the guidance of qualified staff on the Trusts adopted electronic record (Paris). Due regard for confidentiality and information of patients should be taken at all times – it is the responsibility of the qualified staff to arrange regular reviews and to countersign all entries that are made in records
Contribute to risk management and assessment where appropriate, accurately communicating information to qualified staff and other members of the multi-disciplinary tea
Be able to promote the use and development of self-awareness, interpersonal skills in non-mental health settings
To ensure full compliance with all Information Governance requirements as set out by the Trust
Work collaboratively within the multi-disciplinary team providing a team approach to service delivery
ANALYTICAL AND JUDGEMENT
Receiving, prioritising and organising appropriate action when dealing with clinical staff requirements
Prioritising and organising distribution of incoming and outgoing mail including emails and tasks operate a letter folding machine
Use own initiative to organise, prioritise and coordinate workload ensuring that deadlines are met
INFORMATION SYSTEMS
Computer Literate, including electronically accessing Trust Policies and Procedure
Understand, access and comprehensively use the Trust’s dedicated electronic records system
Able to communicate using emails
Able to access and utilise e-learning/OLM and maintain and update their continued professional development.
To carry out any other duties commensurate with the duties of this post. This is an outline job description and may be subject to change, according to the needs of the service, in consultation with the post holder
Any other duties as delegated by your Director or Chief Executive Officer commensurate within the responsibilities of this post.
