Job summary

An exciting opportunity has arisen to work within the expanding(and award-winning) Live Well Wakefield team.

You’ll be part of acommunity-based social prescribing and self-management service which supportsadults aged 18+ to improve their health, wellbeing and independence.

Important – If you’re interested in this role, please complete the Application Form (found in the Recruitment Pack) on the Nova website www.nova-wd.org.uk/jobs/service-support-officer

Main duties of the job

  • Take and process referrals and enquiries
  • Act as principal point of contact / liaison for users of the service, members of the public and other professionals
  • Provide low level triaging and client signposting face to face, over the phone and online
  • Support the service, including the team and managers, with fundamental administration and office tasks, wellbeing initiatives, and offering suggestions to ensure high-quality service delivery
  • Work as part of a Voluntary, Community and Social Enterprise (VCSE) sector / NHS partnership which provides a unique opportunity to develop your knowledge and understanding of both sectors

About us

Nova Wakefield District is the support agency for voluntary, community and social enterprise (VCSE) organisations in Wakefield District.

Nova and South West Yorkshire Partnership NHS Foundation Trust deliver the social wellbeing service, Live Well Wakefield, which is commissioned by Wakefield Council.

Nova is the lead partner works collaboratively with the Trust to deliver this innovative service, which aims to improve the wider health and wellbeing of adult Wakefield residents by promoting independence through social prescribing and supported self-management interventions.

Date posted

31 January 2023

Pay scheme

Other

Salary

£23,010 a year

Contract

Permanent

Working pattern

Full-time

Reference number

B0046-23-4511

Job locations

11 Upper York Street

Wakefield

West Yorkshire

WF1 3LQ

Agbrigg & Bell Vue Community Centre

Montague Street

Wakefield

West Yorkshire

WF1 5BB

Job description

Job responsibilities

To provide administrative, office, service and client support toassigned activities within the organisation, to include:

Communication

  • Act as first point of contact/liaison for users ofthe service, members of the public and other professionals contacting theservice via telephone, electronic or face to face contact, providing them withfurther information, as necessary, and offering triaging and signposting tonon-medical advice options where appropriate.
  • Ensure service user experience is positive, andconfidentiality is maintained at all times.
  • Develop sound knowledge of the Live Well Wakefield service,local organisations and services, and the communities in which we serve, toensure those contacting the service are directed to the most appropriatesupport within or external to Live Well Wakefield.
  • Develop and maintain good working relationshipswith the team, and colleagues in the VCSE, NHS and primary care sectors.
  • Work with sensitivity and have a good understandingof the issues experienced by users of the service, including socialdeterminants of health.
  • Support Management tocommunicate changes and processes across the service.
  • Record accurate notes onservice user health records, in a timely manner. Communicating risk, andescalating a response if present.
  • Represent the service alongside colleagues atmeetings and/or events with partners, such as Public Health or VCSEorganisations.
  • Assist the team with avariety of communications methods, such as website updates, monitoring socialmedia accounts, production of newsletters and other digital communicationmethods.

Administration, Office & Service Support

  • Work with Live Well Advisors and Link Workers toprovide administrative support for activities and caseload work, whererequired.
  • Contribute and support with the development anddelivery of staff wellbeing events.
  • Organise and support meetings, provide calendarinvites, create agendas, and take minutes.
  • Keep up to date databases in relation to stafftraining, annual leave requests, local provision, and collate data fromadditional workstreams.
  • Provide administrative support for the recruitmentand induction process of new members of staff/ volunteers.
  • Produce accurate, well-presented work and assistwith data collection and data checking for reports, therefore supporting withthe evaluation of the service.
  • Support management and Live Well Advisors/LinkWorkers on the production of case studies, as requested by commissioners,stakeholders, and partners of the service.
  • Provide administrative support to the Live WellSmall Grants process.
  • As appropriate to the role, be responsible for theconfidential management of client records on SystmOne (electronic healthrecords system).
  • Accurately and in a timely manner action e-referrals,register telephone referrals, update client records, and respond to electronictasks.
  • Assist in dealing with and actioning queries andreferrals from the team email inbox.
  • Produce clear and accurate written correspondence,including the composition of ad-hoc routine letters, social media posts,reports, and presentations on behalf of the service.
  • Prioritise tasks, exercising a degree ofindependence, initiative, and judgement.
  • Use effective verbal/written communication at all timesand adapt style of communication to meet the needs of others.
  • Proactivelyidentify additional activities in accordance with the role, to increase post holder efficiency and the efficiencyof the team; offer suggestions for improvement and implement agreed activities.

Health & Safety / Premises

  • Support with the overall coordination of officeduties and procedures.
  • Undertake general clerical duties appropriate tothe role such as, dealing with post, photocopying, ordering/raising purchaseorders (taking into consideration the service budget), reporting faults,booking appointments on behalf of colleagues, diary management, and thecollation and distribution of data/information, including confidential waste.
  • Contact Health & Safety departments to ensurethat required service risk assessments are completed regularly.

Performance

  • Suggests approaches to ensure delivery of high-quality service.
  • Takes responsibility for own continuing professional development.
  • Embraces change and new challenges with a positive attitude anddemonstrates resilience.

Job description

Job responsibilities

To provide administrative, office, service and client support toassigned activities within the organisation, to include:

Communication

  • Act as first point of contact/liaison for users ofthe service, members of the public and other professionals contacting theservice via telephone, electronic or face to face contact, providing them withfurther information, as necessary, and offering triaging and signposting tonon-medical advice options where appropriate.
  • Ensure service user experience is positive, andconfidentiality is maintained at all times.
  • Develop sound knowledge of the Live Well Wakefield service,local organisations and services, and the communities in which we serve, toensure those contacting the service are directed to the most appropriatesupport within or external to Live Well Wakefield.
  • Develop and maintain good working relationshipswith the team, and colleagues in the VCSE, NHS and primary care sectors.
  • Work with sensitivity and have a good understandingof the issues experienced by users of the service, including socialdeterminants of health.
  • Support Management tocommunicate changes and processes across the service.
  • Record accurate notes onservice user health records, in a timely manner. Communicating risk, andescalating a response if present.
  • Represent the service alongside colleagues atmeetings and/or events with partners, such as Public Health or VCSEorganisations.
  • Assist the team with avariety of communications methods, such as website updates, monitoring socialmedia accounts, production of newsletters and other digital communicationmethods.

Administration, Office & Service Support

  • Work with Live Well Advisors and Link Workers toprovide administrative support for activities and caseload work, whererequired.
  • Contribute and support with the development anddelivery of staff wellbeing events.
  • Organise and support meetings, provide calendarinvites, create agendas, and take minutes.
  • Keep up to date databases in relation to stafftraining, annual leave requests, local provision, and collate data fromadditional workstreams.
  • Provide administrative support for the recruitmentand induction process of new members of staff/ volunteers.
  • Produce accurate, well-presented work and assistwith data collection and data checking for reports, therefore supporting withthe evaluation of the service.
  • Support management and Live Well Advisors/LinkWorkers on the production of case studies, as requested by commissioners,stakeholders, and partners of the service.
  • Provide administrative support to the Live WellSmall Grants process.
  • As appropriate to the role, be responsible for theconfidential management of client records on SystmOne (electronic healthrecords system).
  • Accurately and in a timely manner action e-referrals,register telephone referrals, update client records, and respond to electronictasks.
  • Assist in dealing with and actioning queries andreferrals from the team email inbox.
  • Produce clear and accurate written correspondence,including the composition of ad-hoc routine letters, social media posts,reports, and presentations on behalf of the service.
  • Prioritise tasks, exercising a degree ofindependence, initiative, and judgement.
  • Use effective verbal/written communication at all timesand adapt style of communication to meet the needs of others.
  • Proactivelyidentify additional activities in accordance with the role, to increase post holder efficiency and the efficiencyof the team; offer suggestions for improvement and implement agreed activities.

Health & Safety / Premises

  • Support with the overall coordination of officeduties and procedures.
  • Undertake general clerical duties appropriate tothe role such as, dealing with post, photocopying, ordering/raising purchaseorders (taking into consideration the service budget), reporting faults,booking appointments on behalf of colleagues, diary management, and thecollation and distribution of data/information, including confidential waste.
  • Contact Health & Safety departments to ensurethat required service risk assessments are completed regularly.

Performance

  • Suggests approaches to ensure delivery of high-quality service.
  • Takes responsibility for own continuing professional development.
  • Embraces change and new challenges with a positive attitude anddemonstrates resilience.

Person Specification

Physical and personal attributes

Essential

  • A satisfactory sickness record over the previous 2 years (subject to the need to act with fairness and equality of opportunity, particularly where the sickness is related to a disability and/or pregnancy)
  • Ability to be flexible to meet the demands of the post.
  • Responsive attitude and approach
  • Ability to travel locally if needed to training/meetings as required

Special knowledge and skills

Essential

  • Excellent communication and interpersonal skills
  • Excellent organisational skills, and ability to manage time effectively, prioritising tasks independently, and the ability to work under pressure to meet deadlines.
  • Good keyboard and I.T skills, with the ability to use full Microsoft Office package
  • Demonstrates an understanding of the need to maintain strict confidentiality
  • Demonstrates high level of attention to detail
  • Understanding of equality and diversity, and operates in a non-judgemental, empathetic manner
  • Ability to identify potential risks and act appropriately

Desirable

  • Knowledge of information governance
  • Ability to create reports and maintain accurate databases
  • Knowledge of local support services, relating to vulnerable people
  • Demonstrates an understanding of safeguarding

Experience

Essential

  • Recent experience of providing administrative support to a team
  • Experience of problem solving
  • Managing emails and registering referrals on behalf of a team/service
  • Working as an effective team member with minimal supervision
  • Working in a busy environment with competing demands
  • Working in a person-centred role with members of the public, and communication with a wide range of people.
  • Keeping accurate records

Desirable

  • Working in health & social care setting
  • Recording of information on health record systems – SystmOne or other health record/ case management platforms
  • Minute/Note taking experience
  • Experience of working with/within a social prescribing service
  • Working in or alongside the VCSE sector

Qualifications

Essential

  • NVQ level 3 (or equivalent qualification) or, RSA ll Or, be able to demonstrate competency at level 3.
  • Evidence of continued professional development.

Desirable

  • ECDL
  • Attended training courses in a field related to health and social care
Person Specification

Physical and personal attributes

Essential

  • A satisfactory sickness record over the previous 2 years (subject to the need to act with fairness and equality of opportunity, particularly where the sickness is related to a disability and/or pregnancy)
  • Ability to be flexible to meet the demands of the post.
  • Responsive attitude and approach
  • Ability to travel locally if needed to training/meetings as required

Special knowledge and skills

Essential

  • Excellent communication and interpersonal skills
  • Excellent organisational skills, and ability to manage time effectively, prioritising tasks independently, and the ability to work under pressure to meet deadlines.
  • Good keyboard and I.T skills, with the ability to use full Microsoft Office package
  • Demonstrates an understanding of the need to maintain strict confidentiality
  • Demonstrates high level of attention to detail
  • Understanding of equality and diversity, and operates in a non-judgemental, empathetic manner
  • Ability to identify potential risks and act appropriately

Desirable

  • Knowledge of information governance
  • Ability to create reports and maintain accurate databases
  • Knowledge of local support services, relating to vulnerable people
  • Demonstrates an understanding of safeguarding

Experience

Essential

  • Recent experience of providing administrative support to a team
  • Experience of problem solving
  • Managing emails and registering referrals on behalf of a team/service
  • Working as an effective team member with minimal supervision
  • Working in a busy environment with competing demands
  • Working in a person-centred role with members of the public, and communication with a wide range of people.
  • Keeping accurate records

Desirable

  • Working in health & social care setting
  • Recording of information on health record systems – SystmOne or other health record/ case management platforms
  • Minute/Note taking experience
  • Experience of working with/within a social prescribing service
  • Working in or alongside the VCSE sector

Qualifications

Essential

  • NVQ level 3 (or equivalent qualification) or, RSA ll Or, be able to demonstrate competency at level 3.
  • Evidence of continued professional development.

Desirable

  • ECDL
  • Attended training courses in a field related to health and social care

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.