For further information about this position, please see the attached document entitled Job Description.

Supported Living Manager for Learning Disabilities Services in Telford
Full time permanent role with shared on call
Salary C. £30000 plus generous benefits package

Are you passionate about making a real difference in the lives of individuals with learning disabilities? We have an exciting opportunity for a Supported Living Manager to join an established team in Telford!

You will join an organisation who support people across Telford who live with learning disabilities. Their mission is to inspire and empower individuals, enabling them to discover new possibilities in their lives.

Role Overview: As a Supported Living Manager, you will lead and motivate a team of support workers and managers.

Your responsibilities will include:

" Team Leadership: Inspire and manage a dedicated team to provide excellent support to individuals with learning disabilities.
" Service Delivery: Oversee supported living services across Telford and Bridgnorth areas.
" Quality Assurance: Ensure compliance with regulations, policies, and best practices in health and social care.
" Person-Centred Approach: Foster positive relationships with residents, promoting their independence and well-being.

Requirements:
" Experience working with individuals with learning disabilities or complex behaviours.
" Background in Supported Living or Residential Services.
" Minimum Level 3 qualification in Health & Social Care (support and training towards Level 4 and 5 available).
" Full UK driving licence and access to your own vehicle

What We Offer:
" Competitive salary c. £30000
" Opportunities for professional growth and development.
" Be part of a supportive and caring community
" Reward and recognition opportunities
" Health and well-being benefits

How to Apply: Ready to make a difference? Apply now!

Your new company
Hays are working on behalf of a Telecoms business in Telford who are looking to recruit a Customer Services Coordinator on a permanent basis. They are currently seeking a highly motivated and customer-focused individual to join their Customer Service team this is a business-critical front-line team who offer a wide scope of support to our customers. You will be responsible for customer billing queries, aged debt investigations.
Your new role
As a Customer Services Coordinator your role will involve:

• Serve as the second line of support for billing-related issues and complex enquiries from customers, internal teams, or the first line customer service coordinators.
• Investigate and resolve complex disputes, discrepancies, and complaints.
• Collaborate with other internal departments to troubleshoot and resolve problems.
• Develop and maintain documentation of billing processes, procedures.
• Provide guidance to first line customer service coordinators and other relevant teams on billing queries, best practices, and troubleshooting.
• Investigate and resolve complex billing disputes, discrepancies, and inquiries from customers, ensuring timely and accurate resolution.
• Communicate with customers, internal teams, and suppliers to gather necessary information and documentation for dispute resolution.
• Maintain accurate customer records and update our systems accordingly.

What you'll need to succeed

• Excellent communication skills, both written and verbal, with the ability to effectively communicate with customers, team members, and cross-functional stakeholders.
• Strong problem-solving skills, with the ability to handle customer queries, complex problems, and complaints.
• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.
• Good time keeping and organisational skills.
• Great attitude and discipline.
• Customer focussed.

What you'll get in return

• Excellent career progression
• Competitive pay
• Free Parking

What you need to do now


If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.

Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk

???? Calling all Everyday Heroes! Join Us in Making Every Day- From New Year’s Day to Christmas Day Extraordinary! ????

**Unfortunately This Role is NOT open to Sponsorship**

Are you ready to be part of something truly special? We're searching for energetic and compassionate Support Superstars to jump into the heart of our team here at Inspire. Get ready to turn every day into a magical journey, making a difference in the lives of extraordinary children with special needs. This isn't just a job; it's your entrance to a "Home from Home" experience where every moment is a celebration! ????????

Why Join the Fun at Inspire?

???? Every Day is a Party: Imagine a role where opening presents on Christmas day, baking delicious cakes, throwing unforgettable parties, and indulging in indoor and outdoor FUN is all part of the job description!
???? Milestones and Memories: Be more than a support worker; be a memory-maker! Share in the joy of important milestones in our children's lives, creating lasting memories that will warm your heart.
???? Rocket to Fun-land: Take off on a rocket of adventure! Our team is all about infusing the spirit of fun into every moment, making your work not just fulfilling but an absolute blast. ????✨
???? Heart-warming Home Vibes: Experience the cosy warmth of a "Home from Home" environment, where your presence makes a difference, and the love you share becomes an essential part of our children's lives.

The Role: Support Worker (aka Everyday Hero)

As a pivotal member of our dynamic team, you'll embark on a rewarding journey, providing essential support to children with special needs. Your mission? To champion their unique abilities, nurture their potential, and create an environment where every day is filled with smiles and achievements.

What Makes You the Perfect Sidekick?

???? Heart Full of Compassion: Your empathy is your superpower! You understand that every child is unique, and your compassionate approach ensures a warm and supportive atmosphere.
???? Adventurous Spirit: Ready for daily adventures? Your enthusiasm and willingness to explore new activities will turn each day into an opportunity for growth, learning, and fun.
???? Team Player Extraordinaire: Teamwork makes the dream work! Collaborate with a diverse group of fellow heroes, sharing ideas, support, and laughter to create a positive and uplifting environment.
???? Patient and Positive Attitude: Patience is your middle name! You bring a positive attitude, turning challenges into opportunities for personal and collective success.

Perks of Being Our Everyday Hero:

???? Impactful Work: Experience the joy of making a real difference in the lives of our incredible children. Be part of their continued learning journey in all areas from speech to walking to road safety to listening to physio to sensory time.
???? Continuous Learning: We invest in your growth! Access ongoing training and development opportunities, ensuring you have the knowledge and skills to be the best support superhero.
???? Supportive Community: Join a close-knit community of passionate individuals who share a common goal of creating a nurturing and inclusive space for every child.
???? Recognition and Appreciation: Celebrate victories, big and small! Your hard work and dedication won't go unnoticed; we love recognising and appreciating our heroes.

How to Become an Everyday Hero:

Ready to be part of this incredible journey? Show us your superpowers! Submit your application and share with us what makes you the perfect Everyday Hero. We're looking for individuals with big hearts, open minds, and a commitment to bringing out the best in every child.

???? Apply Now and Be the Everyday Hero They deserve!

SYS-10770

???? Calling all Everyday Heroes! Join Us in Making Every Day- From New Year’s Day to Christmas Day Extraordinary! ????

**Unfortunately This Role is NOT open to Sponsorship**

Are you ready to be part of something truly special? We're searching for energetic and compassionate Support Superstars to jump into the heart of our team here at Inspire. Get ready to turn every day into a magical journey, making a difference in the lives of extraordinary children with special needs. This isn't just a job; it's your entrance to a "Home from Home" experience where every moment is a celebration! ????????

Why Join the Fun at Inspire?

???? Every Day is a Party: Imagine a role where opening presents on Christmas day, baking delicious cakes, throwing unforgettable parties, and indulging in indoor and outdoor FUN is all part of the job description!
???? Milestones and Memories: Be more than a support worker; be a memory-maker! Share in the joy of important milestones in our children's lives, creating lasting memories that will warm your heart.
???? Rocket to Fun-land: Take off on a rocket of adventure! Our team is all about infusing the spirit of fun into every moment, making your work not just fulfilling but an absolute blast. ????✨
???? Heart-warming Home Vibes: Experience the cosy warmth of a "Home from Home" environment, where your presence makes a difference, and the love you share becomes an essential part of our children's lives.

The Role: Support Worker (aka Everyday Hero)

As a pivotal member of our dynamic team, you'll embark on a rewarding journey, providing essential support to children with special needs. Your mission? To champion their unique abilities, nurture their potential, and create an environment where every day is filled with smiles and achievements.

What Makes You the Perfect Sidekick?

???? Heart Full of Compassion: Your empathy is your superpower! You understand that every child is unique, and your compassionate approach ensures a warm and supportive atmosphere.
???? Adventurous Spirit: Ready for daily adventures? Your enthusiasm and willingness to explore new activities will turn each day into an opportunity for growth, learning, and fun.
???? Team Player Extraordinaire: Teamwork makes the dream work! Collaborate with a diverse group of fellow heroes, sharing ideas, support, and laughter to create a positive and uplifting environment.
???? Patient and Positive Attitude: Patience is your middle name! You bring a positive attitude, turning challenges into opportunities for personal and collective success.

Perks of Being Our Everyday Hero:

???? Impactful Work: Experience the joy of making a real difference in the lives of our incredible children. Be part of their continued learning journey in all areas from speech to walking to road safety to listening to physio to sensory time.
???? Continuous Learning: We invest in your growth! Access ongoing training and development opportunities, ensuring you have the knowledge and skills to be the best support superhero.
???? Supportive Community: Join a close-knit community of passionate individuals who share a common goal of creating a nurturing and inclusive space for every child.
???? Recognition and Appreciation: Celebrate victories, big and small! Your hard work and dedication won't go unnoticed; we love recognising and appreciating our heroes.

How to Become an Everyday Hero:

Ready to be part of this incredible journey? Show us your superpowers! Submit your application and share with us what makes you the perfect Everyday Hero. We're looking for individuals with big hearts, open minds, and a commitment to bringing out the best in every child.

???? Apply Now and Be the Everyday Hero They deserve!

SYS-10771

The Shrewsbury and Telford Hospital NHS Trust have successfully developed the first Community Diagnostic Centre (CDC) within Shropshire, which opened October 2023.

As a result, we are looking for four dynamic and innovative persons to assume the role of CDC receptionist, with an integral role within Radiology, Pathology, Dermatology and Cardio-Respiratory specialties.

Along with GCSE's in Maths and English at grades 9 - 4 (or equivalent), the successful applicant will be well organised, possess good communication skills and computer/keyboard skills, using Microsoft Office.

You will be expected to manage, plan, and prioritise tasks efficiently and effectively to achieve and maintain a high standard of patient care.

The post holder will always show total respect and regard to confidentiality of patient information.
• To welcome patients to the unit.
• To meet patients who attend the appointments office, and deal directly with their query, or seek assistance if required.
• To assist a whole range of disciplines of staff who call in the appointments office with queries. This may be direct help or giving directions to obtain assistance from the appropriate person.
• To prepare daily appointment lists for Pathology, Cardiology, Dermatology and Radiology.
• To comply with Trust and Departmental procedures. Fire and Health and Safety.
• To comply with the “system of work” for the controlled areas of the department.
• Help collate the monthly waiting times and data required for reporting.
• Open and sort post.
• Ensure reception area is tidy and paperwork is stored correctly in line with clinical governance guidelines.
• To ensure patient confidentiality is always maintained.

As an organisation we strive to provide high quality, safe care for our patients in an environment which our staff are proud to work in. We believe that by adhering to our Vision (“To provide excellent care for the communities we serve”) and working with our Trust Values in mind (Partnering, Ambitious, Caring, Trusted) we can achieve the right results for the people that matter most – our patients and their families.

The post holders will act as a key member of the team in providing efficient, helpful, and sympathetic care to patients, the post offers new opportunities and challenges, you will need to demonstrate effective communication skills ensuring efficient and effective management of all resources to deliver safe, high quality and effective patient care in an environment of continuous improvement.

For full duties and responsibilities please refer to the attached document entitled Job Description.


This advert closes on Tuesday 25 Jun 2024

For full duties and responsibilities please refer to the attached document entitled Job Description.

For full duties and responsibilities please refer to the attached document entitled Job Description.

A Vacancy at The Shrewsbury and Telford Hospital NHS Trust.


*Apprenticeship opportunity*

The Shrewsbury and Telford Hospital NHS Trust have successfully developed the first Community Diagnostic Centre (CDC) within Shropshire, which opened October 2023.

As a result, we are looking for four dynamic and innovative persons to assume the role of CDC receptionist, with an integral role within Radiology, Pathology, Dermatology and Cardio-Respiratory specialties.

Along with GCSE's in Maths and English at grades 9 - 4 (or equivalent), the successful applicant will be well organised, possess good communication skills and computer/keyboard skills, using Microsoft Office.

You will be expected to manage, plan, and prioritise tasks efficiently and effectively to achieve and maintain a high standard of patient care.

The post holder will always show total respect and regard to confidentiality of patient information.

To be eligible for this apprenticeship:
• Can be any age post full-time education (16+)
• Cannot already be on an Apprenticeship or any Government funded training,
• Cannot have a qualification at the same or higher level in the same vocational area. There needs to be significant new learning.
• Has been a UK resident for 3 or more years.

Or

Meets the eligible and valid residency status and permission to work in the UK criteria in Annex A of the linked funding document:2223_Employer_Rules_Version_1_Final.pdf (publishing.service.gov.uk)
• To welcome patients to the unit.
• To meet patients who attend the appointments office, and deal directly with their query, or seek assistance if required.
• To assist a whole range of disciplines of staff who call in the appointments office with queries. This may be direct help or giving directions to obtain assistance from the appropriate person.
• To prepare daily appointment lists for Pathology, Cardiology, Dermatology and Radiology.
• To comply with Trust and Departmental procedures. Fire and Health and Safety.
• To comply with the “system of work” for the controlled areas of the department.
• Help collate the monthly waiting times and data required for reporting.
• Open and sort post.
• Ensure reception area is tidy and paperwork is stored correctly in line with clinical governance guidelines.
• To ensure patient confidentiality is always maintained.

As an organisation we strive to provide high quality, safe care for our patients in an environment which our staff are proud to work in. We believe that by adhering to our Vision (“To provide excellent care for the communities we serve”) and working with our Trust Values in mind (Partnering, Ambitious, Caring, Trusted) we can achieve the right results for the people that matter most – our patients and their families.

The post holders will act as a key member of the team in providing efficient, helpful, and sympathetic care to patients, the post offers new opportunities and challenges, you will need to demonstrate effective communication skills ensuring efficient and effective management of all resources to deliver safe, high quality and effective patient care in an environment of continuous improvement.

For full duties and responsibilities please refer to the attached document entitled Job Description.


This advert closes on Tuesday 25 Jun 2024

Salary of £23,088 per year

Monday to Friday, with working hours between 08:30am - 5pm

37 hours per week

Telford, TF3 4NB

Join our team as a Customer Operations Representative in Telford and contribute to our commitment to delivering outstanding service to every customer. A successful Customer Operations Representative values compassion and empathy as they provide support to customers as well as advising members on policy details, resolving queries, and collaborating with financial advisors through multiple communication channels. This will include both email conversations and outbound telephone work. With numerous opportunities available due to our expanding operations, you'll benefit from a location with limited free parking and multiple transports link within walking distance of the office. We can offer you flexible working hours without evening or weekend shifts, allowing for a healthy work-life balance.

Benefits:

• We offer 23 days holiday (plus bank holidays)
• Excellent employee wellbeing and assistance support programmes
• A contributory company pension scheme
• There are kitchenettes areas throughout our site, as well as a spacious cafeteria, offering both hot and cold choices.
• Expansive employee discount site saving you money on anything from your weekly food shop, to holidays, electrical goods, and financial services.
• Personal and career development opportunities to progress your aspirations within the company as well as with our global parent company, TCS (Tata Consultancy Services).

What we're looking for:

• Passion for assisting individuals and delivering exceptional service.
• Previous experience in customer-focused sectors such as call centre operations, retail, hospitality, travel is highly regarded.
• Strong communication skills with a consistently positive attitude.
• Be able to efficiently and accurately input data into systems.
• Basic proficiency in Microsoft Office applications such as Word and Excel, along with fundamental computer competency.

About us:

Here at Diligenta, we are proud to be the single largest provider of outsourced third-party administration services to the UK Life & Pensions market and today we service 7 clients and their 18 million customers. Our vision is to be the 'Customer Experience Partner' for our clients and our strategy is to differentiate ourselves in the market by being a truly technology led business with the support of our parent TCS. We impact peoples' lives every day, be it helping pay for a loved one's funeral or providing someone with their pension funds for a happy retirement.

Join Diligenta and make an impact, start your application today.

Band 7 role

The post holder will be required to work collaboratively and effectively with colleagues across a wide range of multidisciplinary teams including medical and nursing, in hospital and the community, primary care, social services, police, education and the voluntary sector.

You should have experience of working with children and families within a multi-professional team at a senior level (band 6) as well as being able to evidence a sufficient level of knowledge.

You should have the ability to analyse information quickly and thoroughly and to act upon the findings and have highly developed assessment skills in challenging and distressing situations.

You will need to have highly developed and clear, effective communication skills including empathy in order to work with families, children and young people and other professionals, often in extremely distressing circumstances and be able to provide support to other professionals who may never have dealt with the death of a child and work effectively across agencies and disciplines.

You are required to have excellent organisational and time management skills in order to achieve performance targets in an unpredictable work load and be able to work autonomously as well as in a team. You will be working in a small supportive team with regular access to supervision, networking and education.



The key responsibility is to act as the lead health professional following the sudden and unexpected death of a child (following a live birth up to their 18thbirthday).

To co-ordinate the child death pathway alongside the Designated doctor for child death and ensure this pathway is followed.

To work collaboratively with partner agencies to ensure they meet their requirements in relation to child death, and to offer support and advice to staff who have worked with the child and family.

To ensure the appropriate bereavement support is offered to families

To carry out other duties in relation to the role of nurse specialist for child death required by the service.

NHS Shropshire, Telford, and Wrekin is responsible for planning and buying a wide range of health and care services for the whole of Shropshire, Telford, and Wrekin. These include GP and primary care services, hospital care, community healthcare and mental health services. We also have a duty to monitor these services to ensure they provide a high level of care and are value for money.

We are part of Shropshire Telford and Wrekin Integrated Care System. This means we work closely with our partner organisations across the county, such as the two local authorities, the 51 GP practices, the hospitals, and the voluntary and community sector, to plan and deliver joined up health and care services.

Working closely together, in a more joined-up way, means we can have closer links to our patients so we can develop more personalised local services which will improve the lives of our residents and reduce inequalities.

NHS Shropshire, Telford, and Wrekin currently have an agile working policy, with a combination of working from home and occasional office-based work or meetings. The organisation creates a supportive culture for all staff and encourages staff to access the Health and Wellbeing group which has a programme of activities, events, and training.

Job Responsibilities:
• Provide specialist advice and support to all staff in respect of child deaths.
• Work collaboratively with the ICB and Directors of Public Health in identifying leading causes of childhood deaths across Shropshire, Telford and Wrekin (STW) and to work with internal and external partner agencies to address areas of concern: identify areas of need and inform the work of commissioners for future planning of children’s services.
• Work with local partners in establishing robust processes, systems and governance arrangements in the management of child death reviews in line with national guidance and legislation.
• To be an active panel member of the STW Child Death Overview Panels. To be the representative on other regional panels as required.
• Co-ordinate and contribute to the organisation of and participation within the Joint Agency Review meetings, Child Death Review meetings, Hospital Trust Mortality Meetings, National Perinatal Mortality Review Tool meeting and others meetings as necessary.
• Take a lead within the ICB in the investigation of child deaths, expected and unexpected and to facilitate the rapid response as required. To carry out scene visits as required in collaboration with the police.
• Collecting and collating information and preparing reports for eCDOP. Reviewing all the information available and making recommendations where changes in policy and practice are indicated to promote safer practice.
• Lead in the training aspect of feeding back lessons learned/recommendations from any child death review, in a variety of educational forums. To be a key role in the delivery of training in relation to the child death review procedures within the ICB and to co-facilitate inter agency training with partners.
• Establish and maintain clear lines of communication with other agencies, particularly in relation to information sharing and supporting staff through training.
• In collaboration with the Designated Professionals for safeguarding children, to take the lead and responsibility for ensuring dissemination of information and sharing of good practice
• Identify gaps in service provision and work with service users, commissioners and provider organisations to develop a comprehensive bereavement support service supporting bereaved children and Young people and families where a child has died. Information of this to be shared with partner agencies.
• Establish effective links with partner agencies such as the genetic counselling service, palliative care services, hospices and Care of the Next Infant (CONI) to ensure support is given to families and learning is disseminated across the health economy.
• Establish links with regional and national forums, seeking to establish collaborative networks in relation to the principle aspects of the role- e.g. child death reviews, and bereavement support networks.
• Provide and receive, analyse and disseminate highly complex, sensitive information, ensuring sensitive information is treated confidentially.
• Produce the quarterly data and annual reports for the ICBs as requested.
• Utilise IT systems to support communication, store information and produce presentations.
• Communicate child safeguarding concerns in accordance with local Safeguarding Partnership guidelines and procedures and to assist agencies as necessary with this process.
• Participate in the ICB input into internal management reports / child safeguarding practice reviews as requested to ensure recommendations and action plans are completed within specified time limits.
• Develop and implement protocols and guidance to support the Child Death Review Process across the ICB and provider organisations.
• Participates with other local Safeguarding Children professionals in receiving, interpreting, and implementing national policy and guidance.
• Works with partner agencies/Public Health to reduce childhood accidents, assessing the how the role of health and allied professionals may address causes of such accidents.
• Participates in audit and performance reviews to inform external agencies of activities and status within child death
• Assist the Designated Doctor in ensuring that information from relevant research and inquiry findings is disseminated, to continue to review and develop methods for sharing best practice.
• Responsible for the completion and storage of accurate records via electronic methods, ensuring safe storage and compliance with the ICB record keeping policy.


This advert closes on Friday 21 Jun 2024

To assist the Call Centre Leads in the day to day operations. Deputise for the Call Centre Leads during periods of absence. To assist in dealing with the daily queries from Call Handlers, associated Teldoc staff and NHS professionals. To assist the Patient Experience Lead and Call Centre Leads in dealing with complaints and incidents. Ensuring they are reported on and compliments are communicated. Participate in all Practice training, team activities as necessary To become familiar with Practice procedures and protocols, and ensure team comply with them Where necessary, help CC Leads with rotas, meetings, inductions, one to ones, appraisals, audits. Assess individual Call Handler knowledge and understanding, and prepare written evaluations identifying key skills and areas for development and mentoring with the help of the Call Centre Leads Promote a positive learning environment Help Call Centre Leads develop, maintain and regularly review training and induction plans and materials in line with Teldoc policies and procedures. Include training guides, Call handler desk packs, and Call Centre notice boards. To assist with carrying out live call audits and provide individual feedback to Call Handlers To assist with ensuring staffing levels are maintained at a consistent level, in line with leave policies to ensure operational needs are met. To assist Call Centre Leads in ensuring tasks and other Call Handler admin related duties are completed in a timely manner and in accordance with any policies. To assist Call Centre Leads in meeting business continuity needs. To understand, enforce and uphold Teldoc practice policies, standards and guidance

Duty & Assessment Social Worker

The Role:

Telford & Wrekin Council are seeking an experienced and qualified Social Worker to join their Duty & Assessment Team. The successful candidate will manage a complex and varied caseload, leading on complex assessments and providing evidence as necessary in court proceedings. The role requires the ability to demonstrate expert and effective practice in complex situations, assessing and managing higher levels of risk while promoting enablement and self-determination.

Responsibilities:

• Lead on complex assessments and provide evidence as necessary in court proceedings
• Integrate professional knowledge, the views of people using services, and research/evaluation evidence routinely within day-to-day practice
• Demonstrate expert and effective practice in complex situations, assessing and managing higher levels of risk while promoting enablement and self-determination
• Undertake complex tasks such as chairing significant meetings, offering expert support and advice to case conferences, producing high-quality assessments, plans, and reports
• Communicate skillfully and confidently in complex or high-risk situations
• Routinely and effectively apply critical reflection and analysis to increasingly complex cases
• Draw on a wide range of evidence sources to inform decision making
• Ensure hypotheses and options are reviewed to inform judgement and decision making
• Undertake assessment and planning for safeguarding in more complex cases and help others with safeguarding skills
• Contribute to the development of the organisational strategies and systems
• Anticipate, assess, and manage risk, including in more complex cases, and support others to develop risk management skills

Requirements:

• Social Work Degree
• Significant post-qualifying experience in children's social care, including safeguarding children, assessment and support planning, and the implementation of interventions to improve outcomes for children and families within the borough
• Comprehensive understanding and application of children's social work practice, and knowledge related to a specialist area of practice, including critical awareness of current issues and new evidence-informed practice research.

Apply:

If you are interested, please call Chris Richardson on 01772 208964 or email me your CV - christopher.richardson@servicecare.org.uk

If this role isn't right for you, but you know someone who would fit perfectly to our engaged and devoted team and you refer them, you will receive a referral bonus of £350.

The benefits of working with SCS:

• A specialist dedicated Social Work consultant offering single point of contact.
• Exceptional referral bonuses - £350 per referral placed in to work!
• An extensive & exclusive range of Social Work vacancies across the UK.
• Nationwide provider Social Work staff to over 200 local authorities.
• Payroll service twice a week.
• Ltd and PAYE payment options available.
• Annual training budget of up to £250 and continued online CPD training.
• Excellent Annual Loyalty schemes / bonuses.
• DBS disclosures provided via fast-track online services free of charge.

The SCC Duty Lead will be part of the team working in the Integrated Care Board (ICB) System Control Centre (SCC). The role is responsible for delivering operational oversight via the SCC to ensure system level coordination of responses across Shropshire, Telford & Wrekin to maintain flow across UEC pathways.

The post holder will:

· Be responsible for monitoring key operational, clinical and quality metrics via a range of dashboards to swiftly identify deterioration in UEC performance across the system and escalate where required.

· Work with the ICB and system colleagues to implement all national and local guidance and ensuring system assurance is established through clear actions and pre-set targets.

· Support the wider urgent care team to deliver against national and local priorities as set out in the NHSE policy to improve and transform urgent and emergency care for the population of STW, driving better outcomes, improved operational performance and value or money in planning and commissioning.

· Be required to work four days across the seven-day period, 8am – 6pm including weekends and bank holidays.

· Work closely with ICB and system colleagues to balance risk across the system in times of escalation.

· The post holder will lead the Systems Operational Department and the team to ensure that workstream and programmes are planned and carried out effectively.

· The post holder will lead the provision of an efficient, effective and high quality professional and well-co-ordinated procurement and contract management service capable of meeting all statutory, regulatory and NHS requirements ensuring alignment with the activity of the organisation.

· The post hold will be the lead tactical commissioner for NEPTS, NHS 111 and link with regional commissioners for the 999 service.

· Managing the team’s business support function, including developing and managing the team’s annual business plan, progress and dashboard reporting and risk and issue management;

· Liaising functions with the directorate partners and ICS;

· Frontline response to NHSE

· Managing all corporate business returns, including planning returns;

· Developing and implementing a management system to ensure information is properly managed and best practice is shared across the team, Directorate and the wider health and social care organisations.

· Taking a lead in the coordination of training and development and recruitment activity across the Department or Directorate;

· Support the delivery of day to day activities to manage system flow, manage risk and escalation and ensure completion of appropriate reporting





Our goal as an organisation is to lead and support delivery of the four Integrated Care System (ICS) aims across STW.

• Improving outcomes in population health and care

• Tackling inequalities in outcomes, experience, and access

• Enhancing productivity and value for money



• Helping the NHS to support broader social and economic development.




All staff are required to model the values of the organisation detailed below, to support the ICB to successfully deliver these aims.

Ambition

Our commitment to success is shown through supporting and trusting our people to tackle challenging tasks with integrity and creativity.

Compassion

Our shared purpose, supported by our empathetic, inclusive approach where the contributions of all are valued as we work together to reduce inequalities.

Optimism

Where our drive for improvement will be shared with clarity, enthusiasm, and openness.

Focus

Where our efforts are concentrated towards, to improve health and wellbeing with the people of STW.



The post holder will need to build and maintain constructive working relationships with internal and external stakeholders, including but not limited to:
• Internal ICB staff including managers, colleagues, and senior management as appropriate
• National and regional colleagues at NHS England
• ICS partners, including portfolio leads, Local Authorities and Provider and Place Collaboratives
• Non-NHS organisations
• Members of the public and service users as appropriate
• Matrix work across all other teams to address interdependencies and ensure alignment of mutual objectives.
• External consultancy, as required
•

Operational Responsibility

· The role supports the business in driving transformation as well as value for money.

· The role is designed to build a combination of subject matter expertise and technical skills to develop a strong service delivery.

Financial and Physical Resources Responsibility

· Budget holder for department/service and or project



Human Resources Responsibility

· Day to day management; teaching, devise training, development programmes as major job responsibility/ line manager for function/department.

· Manages team; develops project training programmes/ line manage

Information Management Responsibility

· Responsible for the operation of one or more information systems

· Manages, maintains, and develops directorate information system

Planning and Organisation Responsibility



· Plan and organise broad range of complex activities; formulates, adjusts plans, or strategies/formulate long-term strategic plans, involving uncertainty, may impact across the whole organisation

· Develops a range of plans/long term strategic plans for performance and service

· Improvement in new areas across organisations

Policy and Service Development Responsibility



· Responsible for policy implementation, development for directorate or equivalent

· Develops policies for implementation of specialist programme across the organisation/sector

Research and Development Responsibility



· Regularly undertake research and development activity

· Undertakes complex audits/surveys related to programme

Freedom to Act



· Works to general policies, has freedom to establish interpretation.

· Interprets national guidelines for organisation

Analytical and Judgemental Responsibility



· Complex facts or situations, requiring analysis, interpretation, comparison of a range of options/Highly complex facts or situations, requiring analysis, interpretation, and comparison of a range of options

· Makes decisions on a range of complex/highly complex issues where there may be more than one course of action; interprets national guidance; expert in their field




This advert closes on Sunday 19 May 2024

· To lead the daily operation of the Shropshire Telford and Wrekin ICS System Operation Centre

· To Chair and facilitate the daily system calls for Shropshire Telford and Wrekin ICS ensuring clear actions are identified, recorded and implemented.

· To represent the ICB on NHSE regional daily operational calls.

· To agree and progress actions form the system calls to promote system coordination, delivery of patient care and the management of escalation and risk.

· To facilitate system task and finish groups to identify, resolve and embed improvements in access

· To work with system partners and regional colleagues to respond to demand and capacity changes, proactively monitoring patient flow across the system to deliver a coordinated response which will improve patient outcomes and experience.

· To determine and enact real time decisions and actions for system partners to effect rapid impact to resolve issues of system pressure, escalation and risk.

· To ensure appropriate reporting and data feeds are in place to support this work

· To operate in a highly political and sensitive environment

· Working within the overall ICS strategic objectives, devise, implement and monitor the impact of the SCC. Evaluate, interpret and locally implement best practice.

· Provide overall management to the function.

· Develop and implement qualitative and quantitative measures to determine performance against the organisational strategy. Report progress against key metrics through personal representation at senior management forums and by written reports to appropriate boards and groups of staff.

· Present complex information on all aspects of function practice in a clear, understandable and audience-appropriate manner to senior management and board level groups.

· Ensure that best practice is developed and delivered at organisational and departmental levels. Challenge ways of working and persuade, motivate and influence other senior managers to realign their practice where necessary.

· Ensure a smooth transition through decision making process to the management of contracts.

· Ensure that an appropriate strategy is in line with business objective and are fully cascaded.

· Personally lead, support and contribute to formal negotiations with senior level staff from external stakeholders, providing a high level of negotiating expertise to secure the most advantageous arrangements.



Our goal as an organisation is to lead and support delivery of the four Integrated Care System (ICS) aims across STW.

• Improving outcomes in population health and care

• Tackling inequalities in outcomes, experience, and access

• Enhancing productivity and value for money



• Helping the NHS to support broader social and economic development.




All staff are required to model the values of the organisation detailed below, to support the ICB to successfully deliver these aims.

Ambition

Our commitment to success is shown through supporting and trusting our people to tackle challenging tasks with integrity and creativity.

Compassion

Our shared purpose, supported by our empathetic, inclusive approach where the contributions of all are valued as we work together to reduce inequalities.

Optimism

Where our drive for improvement will be shared with clarity, enthusiasm, and openness.

Focus

Where our efforts are concentrated towards, to improve health and wellbeing with the people of STW.

The post holder will need to build and maintain constructive working relationships with internal and external stakeholders, including but not limited to:
• Internal ICB staff including managers, colleagues, and senior management as appropriate
• National and regional colleagues at NHS England
• ICS partners, including portfolio leads, Local Authorities and Provider and Place Collaboratives
• Non-NHS organisations
• Members of the public and service users as appropriate
• Matrix work across all other teams to address interdependencies and ensure alignment of mutual objectives.
• External consultancy, as required.



Key Duties & Responsibilities



· Working within the overall ICS strategic objectives, devise, implement and monitor the impact of the SCC. Evaluate, interpret and locally implement best practice.

· Provide overall management to the function.

· Develop and implement qualitative and quantitative measures to determine performance against the organisational strategy. Report progress against key metrics through personal representation at senior management forums and by written reports to appropriate boards and groups of staff.

· Present complex information on all aspects of function practice in a clear, understandable and audience-appropriate manner to senior management and board level groups.

· Ensure that best practice is developed and delivered at organisational and departmental levels. Challenge ways of working and persuade, motivate and influence other senior managers to realign their practice where necessary.

· Ensure a smooth transition through decision making process to the management of contracts.

· Ensure that an appropriate strategy is in line with business objective and are fully cascaded.

· Personally lead, support and contribute to formal negotiations with senior level staff from external stakeholders, providing a high level of negotiating expertise to secure the most advantageous arrangements.

· Advise on innovative opportunities and support all departments in their strategies and programmes to maximise service benefits;

· Oversee the tracking of progress against plans and transition milestones, ensuring appropriate processes are in place to flag issues, risks and concerns with the relevant stakeholders;

· Work closely with the Heads of other Departments or Directorates and clinicians to ensure that units understand and adhere to rules and standards, intervening as appropriate.

· Ensure the securing of value for money, giving due consideration to all relevant factors including risk, quality and other factors.

· Devise, manage and update policies and procedures, ensuring the adoption of best practice methodology, rules, standards and thresholds. Disseminating these methodologies etc. to staff within the department and throughout the organisation.

· Monitor the operational delivery of the SCC against National and Regional NHSE requirements, clearly identifying links to national, regional and local priorities and policy objectives.

· Contribute to the development and implementation of general policy and service development.

· Develop and implements strategies for improving performance.

· Drive and lead development and improvement of processes.

· Ensure stakeholder representation is engaged throughout the cycle.

· Drive process efficiency in the continuous development of the end-to-end cycle and its associated performance metrics.

· Responsible for linking people, resource and strategy to organisational strategy.

· Reporting into the UEC Governance structure via the UEC Delivery Board.

· To identify and assess opportunities for new services and threats to existing services and market developments as a result to learning gained via the SCC.

· Develop plans and seize opportunities, mitigate threats and deliver NHS’s strategic objectives.

· Contribute to the review and development of existing information management systems and contribute to the development of an integrated approach to project management.

· The post holder will need to maintain a good knowledge of emerging policies from government departments for example, change management, transformation, and UEC. This will assist in the thinking and definition of the strategy discussions for the ICB and its stakeholders.

· Responsible for devising, developing and implementing appropriate information sharing systems to: facilitate effective working practices for the end to end processes and ensure accurate analysis of management information;

· Lead the creation and implementation of information systems for collecting, evaluating and interpreting large volumes of intricate data on expenditure to inform the short, medium and long term strategies;

Operational Responsibility
• Responsible for strategic and operational management for a major area of activity, for example, an operational or geographical division or specialist management unit
• Responsible for compiling business plan, developing strategy for area of activity, ensuring implementation and that performance targets, strategic objectives are met; contributes to corporate policies and strategy.
• Responsible for staff and budgetary management.



Financial and Physical Resources Responsibility
• Budget holder; budget setting for several services
• Holds budgets for a major area of activity; monitors budgets, responsible for overall budget setting for major area of activity



Human Resources Responsibility

· Line manager for single function, department / several departments

Information ManagementResponsibility
• Record personally generated information
• Occasionally/regularly use software to develop reports; responsible for 1 or more information systems
• Updates information system/ uses software to develop performance management reports; responsible for performance management or similar system



Planning and Organisation Responsibility


• Formulate long term strategic plans, involving uncertainly, impact on organisation



Policy and Service Development Responsibility


• Responsible for policy implementation and development for a directorate or equivalent
• Leads the development of policies and procedures for a major area of activity, ensures compliance with the corporate policies



Research and Development Responsibility



· Undertakes surveys as necessary to own work



Freedom to Act



· Works within general policies, need to establish interpretation/required to interpret overall health service policy and strategy



Analytical and Judgemental Responsibility


• Highly complex facts or situations requiring analysis, interpretation, comparison of a range of options.
• Analyses performance of area of activity in relation to performance targets, strategic objectives; develop strategies, business plans, advice in areas where expert opinion differs



Communication Responsibility


• Provide and receive highly complex, sensitive or contentious information; barriers to understanding; present complex, sensitive or contentious information to large groups/ communicate in hostile, antagonistic atmosphere
• Communicates with internal staff and external agencies to ensure compliance with performance targets, strategic objectives. Involves negotiation and diplomacy; undertakes presentations to staff groups and the public/ conveys highly contentious information in atmosphere of proposed major change


This advert closes on Sunday 19 May 2024