JOB DESCRIPTION. Identify and strengthen opportunities for collaboration and delivery across NHS 24's digital service provision

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1 JOB DESCRIPTION 1. JOB IDENTIFICATION Job Title: Responsible to: Department(s)/Location: LiU Service Manager SCTT Head of Development (Telecare) Medical Directorate, Cardonald, Norseman House, or such other location as may be appropriate Job Reference number (coded): JOB PURPOSE: i ii iii iv v vi vii Continue to develop and deliver the service model for the LiU Managed Service to establish an exemplar digital Self-Management Hub for Scotland. Develop strong partnerships for LiU, working in collaboration with Local Health and Social Care Partnerships, voluntary and independent sector health and care services, industry and academic partners where appropriate. Support partners to embed LiU in service delivery at a local level. Develop a quality assurance framework to identify, assess and onboard new digital tools to the LiU platform, taking account of industry guidelines and standards. Improve user experience and engagement with the LiU digital service, including consolidating the current platform and enhanced user feedback mechanisms Ensure LiU Managed Service delivers against strategic objectives, operational goals, key performance indicators and supporting processes and procedures. Identify and strengthen opportunities for collaboration and delivery across NHS 24's digital service provision Advise and make recommendations to the Head of Telecare Development, Head of Health Information Services, Medical Director, NHS 24 Board and Executive Team on the strategic direction, development and implementation of the LiU Managed Service, including further opportunities for service development. Work with partners to develop the LiU Business Plan and produce Annual Reports of 1

2 performance and activity. 2. ORGANISATIONAL POSITION Medical Director/SCTT Director Head of Development (Telecare) LiU Service Manager 3. SCOPE AND RANGE Living it Up (LiU) is an innovative digital service funded by the Scottish Government.. To ensure that the service leverages the investment to date to best effect and maximises its full potential as a contributor to health and wellbeing outcomes for citizens in Scotland, the LiU Service Manager post is in place to further develop the LiU Service as a Digital Self- Management Hub for Scotland. The LiU Manager will have overall responsible for the LiU Managed Service. This will include work to inform, shape and build on the current service model, organisational structure and standards, and responsibility for ensuring appropriate governance arrangements are in place. The LiU Manager will require to work at a high strategic level to retain a robust network of contacts and partnerships across the health andwellbeing environment ranging from Government Ministers to Chief Officers in Joint Integration Bodies to ensure that the services delivered by LiU remains aligned and contributes effectively to national services (e.g. NHS 24), priorities, requirements and opportunities in Scotland. The LiU Manager will also seek out opportunities for integration with NHS 24's digital services where a model of governance, partnership & engagement, evaluation, delivery and development exists. Highlighting areas to reduce duplication of service and align to a 'once for Scotland' approach. In summary, there are main strands to the role encompassing - development, implementation, service delivery service integration, partnership working and sustainability. 4. MAIN DUTIES/RESPONSIBILITIES 2

3 Strategic Responsible for defining, developing, managing and leading the implementation of the organisational and short to medium term business strategy for the LiU Managed Service, encompassing content, finances, services, people, processes, IP exploitation and technology. Ensuring that the strategy and business plan for the LiU Service are closely aligned and contribute to the Scottish Government, NHS Scotland, Local Government and NHS 24 s imperatives and direction. Providing expert advice to the SCTT Head of Development (Telecare), General Manager, HiS, Medical Director and the NHS 24 Executive Team as the LiU Service evolves, and reviewing and adjusting strategic and implementation plans to reflect new information or changes in aims and direction. Establishing and maintaining strong networks, which link into and influence relevant strategic development of Health & Wellbeing policy and services at a national level in Scotland. Utilising existing links and partnerships already established within NHS 24 to demonstrate an aligned approach. Develop and manage legal, contractual and commercial negotiations, aligned to NHS guidelines, securing an effective rate of return on investment across a wide range of industry partners and suppliers which will require the post holder to communicate highly complicated strands of information which may be conflicting. Leadership Establish an inspiring vision, strategic objectives and organisational goals for the LiU Service, aligned to NHS 24's digital service provision which will embed it as a leader and high performer in digital Self-Management Support and technological innovation. Demonstrate positive personal behaviours in all interactions which fully reflect the values and culture of the organisation. Be an advocate for the broad range of services delivered by NHS 24 to ensure best use of resources to deliver solutions. Manage the establishment of the business in line with agreed financial and organisational constraints. Operational Develop the LiU service model to ensure the delivery of an exemplar digital Self-Managment Hub which is person centred, user driven and facilitates effective service delivery. Responsible for the analysis of service usage and delivery across all elements, which can be highly complex in nature, including performance, staffing, financial and delivery channels to ensure the service meets the needs of the users and that service gaps and opportunities are identified and addressed. The post holder will be required to make judgements based on the information available to them which may be conflicting. 3

4 Develop and implement organisational policy, processes and procedures across the business for the LiU Managed Service. Accountable for ensuring that the service complies with statutory regulations including Health & Safety, Equality & Diversity, Risk Management and DDA where appropriate. Line Management Provide strategic leadership for the LiU Managed Service staff team, currently delivered through a supplier contract. Manage the transition of this team to a new organisation, or internal integration as appropriate, and recruit and line manage additional staff members and adjusting the organisational structure as the service develops. The post holder will oversee all HR related aspects of the LiU Managed Service, seeking guidance from NHS 24 HR specialist support, and Head of Telecare Development as required. HR aspects include: o staff recruitment (permanent and temporary); o facilitate staff training to enable continuing professional development and ensure personal development plans are maintained to facilitate career development; o setting of objectives and regular work reviews o monitor team and individual performance informally and formally through personal development plans/key performance indicators o Ensure 121s are held with direct reports on a monthly basis and address any issues arising from the meetings. o motivate and encourage and support team members to provide positive working environment o o o Follow Disciplinary and Grievance procedures as required Ensure CPD elements incorporate the changing needs of the service ie ensuring staff have the relevant training to facilitate delivery of information across the range of services and channels. Support team development to nurture and coach the team to achieve the best possible results for the service. Work closely with the Scottish Government, NHS 24's Digital Service and NHS 24 Communication teams to support positive public relations and assist the development of LiU social media. Financial Develop and establish a robust Sustainability and Business Plan for the LiU service which will support continuation and long term viability by securing funding from sources other than Scottish Government. Ensure at all times, effective and appropriate use of funding and evidence value for money. Ensure negotiations around commercial and exploitation opportunities are managed robustly and that income opportunities are secured. Develop financial proposals for the LiU service, engaging with potential investors and submit 4

5 bids for funding opportunities to support business implementation and growth. Undertake budget setting and provide regular financial and performance updates to the Programme Board regarding financial matters. Manage a total budget of approx 2m pa. Quality & Performance Ensure that the resultant service model will meet organisational, sectoral and national standards of quality and performance, developing appropriate quality assurance and performance measures which reflect the key business needs and evidence impact. Raise awareness, develop business opportunities and present on the LiU Service at conferences and seminars involving senior stakeholders across the broad range of sectoral and market interests. Governance Ensure robust operational processes are in place to ensure effective governance systems across the LiU Service, aligned to the NHS 24 established governance structures, reporting into NHS 24 s Executive Team and Board on a regular basis during the development phase. Identify and implement longer term information and organisational governance framework for LiU Service to ensure aligned arrangement with NHS 24's Digital Services. Accountable for ensuring clinical governance structures are appropriate, aligned with NHS 24 established clinical governance structures, supported by robust systems and processes are in place to deliver a safe and effective service. Research & Development Identify, recommend and commission appropriate research and development, which will be a combination of both formal research programmes and impact measurement research to ensure the LiU Service best meet the needs of users and innovates for the population of Scotland, providing best value. Lead on the management of knowledge exchange from an organisational and strategic perspective Ensure robust R & D processes are in place to keep abreast of and appraise new technologies and innovations including media channels to support the delivery of services. Share learning across NHS 24 and identify areas where new technologies can be exploited to transform existing services. 5. SYSTEMS AND EQUIPMENT 5

6 Word for the provision of records, committee papers, reports, communication. Excel for the storage and production of data to enable the generation of complex statistical reports including regular financial reporting and processing of expense claim forms, annual leave and sickness records. The post holder is required to provide robust interpretation, formal reports and analysis of data using appropriate software/it solutions. Apps Good for access to s via smart phones and tablet PCs. PowerPoint for the design and production of presentations. Outlook for effective and efficient communication and diary management. Project for effective and efficient management of services projects. Content Management System management responsibility to ensure updating the online channels of delivery, experience of drupal and umbraco desirable General Equipment use of PC, tablet PC s, smart phones, laptop, printer, telephone, photocopier, scanner, audio visual equipment, video and teleconferencing units, laminator, binder, shredder. Use of a smart phone with prolonged conversations on a very frequent basis, and management of . Use of telephones for call conferencing on a very frequent basis. Internet Explorer to identify business and market opportunities and maintain channels of delivery e.g. Twitter Intranet for access to NHS 24 organisational policies, procedures and updates for guidance. Knowledge Management System to ensure information is up to date and accurate. Call centre software NHS 24 Systems Ciphr, Pecos and others as appropriate Google Analytics able to analyse and interpret digital metrics using google analytics and webmaster tools 6. DECISIONS AND JUDGEMENTS The post holder is required to bring a high level of management expertise to help inform the development and implementation of the LiU Service and NHS 24 Executive Team decision making. The post holder is expected to: Exercise high level and strategic initiative, judgement and discretion in how the key objectives of the post are achieved, e.g. to develop organisational structures, service models, performance measures and technology channels. Accountable for the safe and effective delivery of the range of LiU Services. The post holder is required to interpret and make decisions across a wide range of issues including legislation, commercial, policies and guidance which have frequent conflicting priorities, assessing courses of action and making recommendations on implementation for the organisation. The post holder is required to demonstrate and use high level and effective leadership and decision making skills in order to develop the LiU Service, and to ensure effective communication across a range of internal and external stakeholders. The post holder is required to exercise high level initiative, judgement and discretion 6

7 in deciding the appropriate action(s) to be undertaken when negotiating, communicating and consulting on any change which will impact on reputation and service delivery. The post holder is responsible for developing and implementing LiU Service processes and policies and is responsible for identifying business and funding opportunities. Make decisions regarding interpretation and implementation of national strategy and policies. Undertake option appraisals and make recommendations to Executive Team and Board for approval. Make judgements and decisions to set priorities and work flexibly in order to gain support for services amongst stakeholders. 7. COMMUNICATIONS AND RELATIONSHIPS The post holder is expected to communicate with a wide range of partner organisations and sectors. Excellent communication skills are required since a major purpose of the role is to persuade others and negotiate the implementation of change where there may be conflicting views and the post holder therefore requires negotiating, persuasive, motivational and reassurance skills.. The post holder is expected to have excellent presentation skills and to be able to express a view convincingly and coherently, both verbally and in writing, encompassing sensitive issues and act as facilitator, coach and mentor for individuals and groups. The post holder may find themselves in conflict with staff and external partners at all levels where there are significant barriers to acceptance or understanding. The post holder is required to demonstrate competence in consultation, negotiation and influencing skills. The day to day management of all direct reportees, which may include the allocation of work responsibilities, the setting and monitoring of performance objectives, disciplining of staff where performance does not meet the requirements of their job description, the selection and recruitment of staff of both a temporary and permanent nature. Key internal relationships are with: Chief Executive and Chair HiS Management Team SCTT Management Team Executive & Non Executive Directors LiU Managed Service SCTT team NHS 24 Communications Team 7

8 Planning & Programme Office Finance Technology Key external relationships are with: Scottish Government Health & Care Directorate and Business Directorate NHS Health Boards Health & Social Care Integrated Joint Boards COSLA, Local Authorities Voluntary and Third Sector Organisations Enterprise Agencies and industry partners 8. PHYSICAL DEMANDS OF THE JOB Physical Effort & Working Conditions: Daily requirement for desk work with concentrated periods using a computer Effort required for carrying out intellectual and technical appraisals Requirement most days to attend and chair organisation and external meetings with prolonged periods of sitting (1-3 hours). Required to undertake frequent (twice a week or more) travel between NHS 24 sites and across the UK, regularly involving physical lifting/carrying of laptop, quantities of working papers and other documents and luggage. Also involves periods of driving / rail travel with long periods of sitting in restricted space. Mental Effort: Frequent requirement for concentration required for highly complex analysis, report-writing, meetings and interruptions to deal with service issues. Daily requirement for discussion and negotiation with external partners and internal organisation with high level of concentration. Most days - requirement for complex written documents, reports and other organisational documents Most days - requirement to participate in telephone / video-conferencing Mobile phone / communication with frequent expectation of interruption to daily tasks Multi-tasking and effective time management. Emotional Effort: Demands of prioritising challenging workload and meeting challenging project delivery timescales. Dealing with partnership and staffing issues, sometimes conveying unwelcome news. Regular expectation of overnight stay and periods away from home and family. Frequently impart unwelcome news to stakeholders e.g. should performance targets not be met. 9. MOST CHALLENGING/DIFFICULT PARTS OF THE JOB Developing a robust sustainability and business plan for a highly innovative and ground breaking service proposition. Establishing and maintaining robust operational management systems within a dynamic 8

9 environment. Balancing strategic leadership with overall responsibility for service delivery. The ability to meet tight timescales whilst dealing with persistent interruptions and conflicting priorities. Persuading and gaining recognition and support, both within and external to NHS 24, of the value and importance of LiU Self-Management Hub as part of wider NHS, Local Government and Third Sector environment. Managing relationships across the NHS, other public sector organisations and the third sector where LiU may not be seen as a key priority. 10. KNOWLEDGE, TRAINING AND EXPERIENCE REQUIRED TO DO THE JOB Educated to degree level with related post graduate/professional qualification or evidence of equivalent higher level study or significant and relevant work related experience. Minimum of 5 years of senior experience within the public sector or within digital/technology service delivery, preferably across a range of service areas is essential Significant experience of all aspects of digital project management including developing specifications, using agile methodology, persona development, user experience, information architecture. Strong focus on achievement and delivery, with a creative but pragmatic approach to problem-solving essential Experience in managing major organisational business change and development essential. Excellent staff management, high level interpersonal skills with the ability to demonstrate a professional attitude at all times, especially when under pressure and to facilitate, persuade and influence others at all levels is essential Evidence of high level financial management skills and experience essential Evidence of successful partnership working essential Significant knowledge and previous engagement with industry partners and the business sector around the areas of health and wellbeing desirable. Evidence of successful and significant programme management skills and experience desirable Experience of delivering services across a range of technical platforms desirable Experience of community engagement and service codesign desirable Evidence of innovative development of services desirable Leadership skills, drive and enthusiasm with the ability to manage staff who are not all direct reports Excellent communication skills to present complex information to a variety of audiences in the form of oral, written and presentation. Analytical interpretation of management information Strong planning and organisational skills Ability to work independently, at a senior level, and as part of a team Enthusiastic individual with a can do attitude Sufficient IT expertise to understand technology opportunities and applications 11. JOB DESCRIPTION AGREEMENT A separate job description will need to be signed off by each jobholder to whom the job description applies. 9

10 Job Holder s Signature: Head of Department Signature: Date: Date: 10

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