JOB DESCRIPTION. Senior Call Handler Scheduled Care Services

Transcription

1 JOB DESCRIPTION Job Title: Senior Call Handler (Scheduled Care Services ) Reporting To: Service Manager (Scheduled Care Services ) Department(s)/Location: Job Reference number (coded): Service Delivery SCH 1. JOB PURPOSE The Senior Call Handler will provide support to Scheduled Care Services Managers and Team Leaders in the management and development of the Call Operator skill set and participate in and supervise ongoing developments to the Call Operator role.the Senior Call Handler will also provide general management support to ensure the smooth running of Service Delivery within Scheduled Care Services. The post-holder will be responsible for providing advice and guidance to Call Operators on the handling of all incoming calls to NHS 24. The post-holder will support Call Operators in the appropriate use of NHS 24 protocols, escalating issues out with protocols to Team Leaders as appropriate. The post hodler will be responsible for the day to day management of the Call Operator Skill set, delegating work load and supporting them during live calls. 2. ORGANISATIONAL POSITION Chief Operating Officer General Manager Additional Services Service Manager Team Leader Unscheduled Care Senior Call Handler Scheduled Care Services 3. SCOPE AND RANGE Call Operator NHS 24 is a national service with 4 contact centres (East, Glasgow & Clyde, West of Scotland & North). Each of these contact centres deals with patient calls from any part of Scotland. Occasionally calls are received from out with Scotland. Senior Call Handler (Scheduled Care Services) WORD Page 1 of 5

2 As an integral part of the front line services team consisting of Clinical Services Manager (CSM), Team Leader(s), Nurse Advisor(s). The post holder will support unscheduled care services in realtime management ). The Senior Call Handler supports the Scheduled Care Services Managers and clinical Team Leaders in the operational management and development of Call Operators. Depending on experience, the Senior Call Handler will have up to 12 direct reports (Call Operators). The post holder also contributes to project work to enhance and develop the service. 4. MAIN DUTIES/RESPONSIBILITIES Real Time management of call operator staff, including all on shift activity, including attendance, breaks, and offline time - ensuring services are managed to expected service levels at all times. Carry out Return to Work meetings etc with Call Operators as and when necessary. Deal with absence notification calls during shifts and update in-house systems, informing relevant departments. Provide support to Call Operators when they are dealing with emotional, abusive or difficult calls. Provide regular feedback and updates to the Additional Services Management Team and Team Leaders on matters relating to the Call Operator skill set Provide frontline support to Team Leaders in relation to Call Operator processes and complaints procedure Participate in the coaching and mentoring programme for new and existing staff, including participation in Call Operator CPD and Induction sessions. Feedback learning points from complaints, compliments, comments, partner feedback to Call Operators to ensure continuous performance improvement. Responsible for the initial stages of the performance management process for the Call Operator skill set including stage one attendance management, disciplinaries and grievances. Plan and conduct monthly and 6-monthly IPM meetings with Call Operators to ensure continuous learning and development Monitor and sign off HCSW Handbook for all Call Operator staff in line with Organisational Guidelines. Conduct, performance and attendance management of Call Operators, including investigations, informal meetings and developing and implementing learning and development plans Act as an authorised signatory for Call Operator timesheets Participate in the recruitment and selection of new Call Operators. Liaise with partner health boards to ensure concerns are resolved in a timeous manner. Implement system failure process in the even of IT malfunction and act as coordinator to ensure normal service is resumed as quickly as possible. Assist with the resourcing of the Scheduled Care Services lines by liaising with senior management as to staffing levels. Senior Call Handler (Scheduled Care Services) WORD Page 2 of 5

3 INDUCTION STANDARDS AND CODE OF CONDUCT Your performance must comply with the Mandatory Induction Standards for Healthcare Support Workers in Scotland 2009; and with the Code of Conduct for Healthcare Support Workers, both as amended from time to time, which are attached (further copies can be obtained on-line at or from your Human Resources Department). 5. SYSTEMS AND EQUIPMENT The post holder is required to be competent in the use of the telephony system and be able to transfer calls internally and to Partner organisations. The ability to retrieve calls in event of transfer failure is critical. The Senior Call Handler must be able to use the KMS to access information regarding changes to local health services throughout Scotland, and changes to processes. Be able to use the Intranet/Internet to access information. Following appropriate training, the post holder is required to be competent in the use of the following management systems Ciphr for monitoring of staff information Team Dashboard - for performance indicators SSTS payroll management system Symposium & Workforce Management System for managing real-time adherence and monitoring queues. The post holder is also required to be competent in the use of the following clinical systems Verrint (call recording & retrieval) SUGAR CRM front line caller system for triage Adastra / CMI monitors progress of patient call Good keyboard skills with a high degree of accuracy are essential. 6. DECISIONS AND JUDGEMENTS On receipt of a telephone call, analysing the information given by the patient/ carer, using organisational protocols provided to determine the most appropriate service for the patient. Identifying an immediate life threatening condition and swiftly transferring to appropriate emergency SAS maintaining a calm disposition whilst reassuring caller. Having the ability to take and transfer calls from other professionals to the most appropriate source. Provide support to Call Operators when in call-back situation following organisational protocols and processes. The Senior Call Handler will analyse calls referred by other Call Operators, providing advice, support and decisions taking over responsibility for the call if requested or required. Senior Call Handler (Scheduled Care Services) WORD Page 3 of 5

4 7. COMMUNICATIONS AND RELATIONSHIPS Call Operators are the first point of contact for the patient or their carer/relative or other professionals. They are required to extract sufficient information, using good communication skills, to ensure that the appropriate service is accessed, utilising questioning and listening skills, employing empathy and understanding. As Senior Call Handler, the post holder will be required to attend meetings relating to team and service matters and lead on the cascading of organisational changes such as process alterations that impact the Call Operator skill set. The post-holder will be required to plan and conduct one-2-one meetings and other informal meetings in relation to performance, attendance or other issues pertaining to the Call Operator skill set. The Senior Call Handler will be expected to work with Additional Services Management and Team Leaders in monitoring the link between NHS 24, front-line services and partner organisations, ensuring information is communicated appropriately. Internal The post holder must maintain excellent communications with colleagues in the front line team to assist in ensuring the smooth operation of NHS 24 services. Other key relationships include Clinical Services Manager(s), Associate Directors of Operations and Nursing, Team Leaders, Nurse Advisors, Human Resources and Training Team, IT Department. Central Resource Team and Service Support. The professional link is through the Team Leader, CSM and ADON to the Director of Nursing. Communication with other Senior Call Handlers is essential. External Externally the post holder will assist in maintaining good relationships with the NHS community, general public and Partner agencies. 8. PHYSICAL DEMANDS OF THE JOB The post holder requires standard keyboard skills, and the ability to input accurate data whilst listening and communicating with the caller, using audio and typing skills. The nature of the role is such that the Senior Call Handler can expect to be interrupted on a regular basis during their shift, although the nature of the interruptions are unpredictable. The Senior Call Handler will frequently be required to be standing throughout their shift and there will be requirements for them to crouch for periods of time to communicate at eye level with seated Call Handlers. The post holder is required to sit at a work station and wear a headset for periods of time, requiring intense concentration. Senior Call Handler (Scheduled Care Services) WORD Page 4 of 5

5 9. MOST CHALLENGING/DIFFICULT PARTS OF THE JOB Using appropriate questioning skills to extract accurate information from patients/ carers who may be in a very agitated state or have communication difficulties. Frequently dealing with callers who may be aggressive and/or abusive, especially during busy times when the caller has had an extended wait. Ensuring the appropriate service for the patient is accessed especially in life threatening situations. As Senior Call Handler, there will be a requirement for intense concentration at times when dealing with emotionally demanding calls from patients which may include complex and sensitive information. Occasionally these cases may involve child abuse cases, death of the patient. The Senior Call Handler will also be expected to manage the emotional needs of Call Operator. 10. KNOWLEDGE, TRAINING AND EXPERIENCE REQUIRED TO DO THE JOB The post holder will be expected to be educated to HNC level or have equivalent work based experience. The post holder will be expected to have good communication skills, be computer literate and have good basic keyboarding skills. Following appropriate training, the Senior Call Handler is expected to have a good awareness of key HR policies, e.g. attendance management, dignity at work, managing conduct, grievance procedure, special leave, dependant s leave. Training in management and HR skills/knowledge will be provided. The post holder must have supervisory experience within a contact centre environment The post holder must have a detailed understanding of the services delivered by NHS JOB DESCRIPTION AGREEMENT Job Holder s Signature: Date: Head of Department Signature: Date: Senior Call Handler (Scheduled Care Services) WORD Page 5 of 5