Introduction HPFT Child and Adolescent Mental Health Service (CAMHS) provides community-based services for children and young peo.....
Introduction HPFT Child and Adolescent Mental Health Service (CAMHS) provides community-based services for children and young people with mental health problems across Hertfordshire. The services are made up of various multi-disciplinary services including; Generic quadrants, Crisis Liaison and Assessment, Paediatric Liaison, DBT Team, Eating Disorders, Targeted / Children Looked After, Forensic Adolescent Team, Cherry Tree Cottage, Primary Care MH (ARRS/Reach) Team, ADHD, Mental Health Schools Teams and Forest House Adolescent Unit (FHAU). At CAMHS we work with children and young people up to the age of 18 with their families/carers. We are committed to working in partnership with service users, their families & their social networks to provide treatment to young people suffering from mental health disorders including Depression, Psychosis, Eating Disorders, Self-Harm and Emotional Problems. Our clinical teams rely on efficient administration systems and processes. This includes accurate data collection, reporting and efficient electronic administrative systems management. Duties and Responsibilities: Administrative To provide a comprehensive administrative service, including processing all reports, correspondence & documentation, legal reports and reports relating to child protection work, referrals, and administrative letters, arranging appointments, booking rooms. Attend team meetings, preparing agendas, updating electronic system (Paris), minute taking, and undertaking any admin actions arising from the meeting. Producing minutes and actions following team meetings in a timely and efficient manner To take & relay clear messages accurately and in timely manner. To ensure all administrative systems are managed electronically on the appropriate system where possible. To provide clerical support including opening and closure of case records Project support and IT / website support To arrange interviews and other management / HR meetings and provide assistance To ensure an adequate supply of all office items including stationery supplies, information leaflets, etc. available for colleagues & service users To identify and rectify any data quality issues To undertake general office duties including photocopying, laminating, etc. Diary management for SLT members, checking availability and rooms, arranging meetings To diarise deadlines in SLT diaries (complaints, reports, presentations etc) to support with timely response. To provide administrative support for presentations including setting up of equipment, providing handouts etc To ensure regular maintenance of non-clinical equipment within the team, ensuring that equipment is reported for repair as necessary & that the office is kept clean and tidy at all times. To alert professionals/line manager of possible emergency or urgent referrals and to keep staff up to date regarding changes of arrangements, messages, emails or other correspondence. To ensure reception cover & post management Communication To use a range of communication skills to develop effective relationships with managers, teams and colleagues; facilitating effective and timely communication in line with the Trusts values. To exchange confidential, sensitive information with staff, service users and carers, in person or on the telephone. The unpredictability of service users means that persuasive, re-assuring, empathic, counselling skills are required at all times. To use developed communication skills with service users who may have difficulty understanding, and at times to give disappointing information to service users e.g. cancelling appointments To be experienced with a range of communication methods including telephone, e-mail and scanner. On occasion provide cover for reception, as required. To demonstrate the ability to work well within a team, prioritise and manage own workload and display initiative whilst maintaining a positive, professional and calm approach when communicating with colleagues. To maintain office systems & ensure information relating to service users is accessible to relevant staff, always ensuring confidentiality To take and relay clear messages. This includes handling queries from other professionals and obtaining information to enable these to be dealt with as effectively and speedily as possible To deal sensitively with service users and their parents/carers who may be distressed. To exercise judgment when dealing with inquiries and resolve patient problems by providing information and advice regarding appointments or the service as appropriate, or by passing on to the appropriate team member. Information To present basic service data To support with the submission of KPI to required timescales service requirements. To work with other admin staff to ensure data is correct & complete IT management Management of eroster To use the electronic case management system (Paris) to input data accurately & in a timely manner Assisting staff to use the electronic case management system effectively To ensure efficient collection, input & recording of case management data To train and oversee admin staff on the data recording requirements so that information provided in a professional & timely manner To undertake the in-putting of activity data on to the appropriate database, & to assist in the collation of statistical information for the purpose of contract & quality monitoring To troubleshoot any problems & escalate issues/refer on as appropriate, e.g. to system provider/IT General To maintain confidentiality To be flexible in working from HPFT bases in accordance with service needs. To supervise, line manage and support B4 and B3 admin staff in accordance with policy To assist visitors, on site contractors and volunteers To support environmental checks / security / IT / business continuity Work in accordance with the appropriate HPFT policy and procedure at all times. Work flexibly across sites as required Work flexibly within an agreed number of hours of work to maintain the most appropriate level of service provision Seek to improve personal performance, contribution, knowledge & skill Participate in appraisal, training & supervision processes Keep up-to-date with developments in services, legislation & practice relevant to the relevant client group Contribute to maintaining safe systems of work & a safe environment To liaise with Estates & Facilities regarding facilities used by the service To report to line manager any issues that are of concern relating to health & safety of the building To communicate effectively, sensitively & tactfully with clients & their parents/carers in person, or on the telephone To deal sensitively with service users or their carers/relatives who may be distressed. To exercise judgment when dealing with inquiries & resolve patient problems by providing information & advice regarding appointments or the service as appropriate, or by passing on to the appropriate team member To have excellent verbal, written & communication skills To assist in the induction of new staff to appropriate administration systems To have the ability to remain calm & sensitive in difficult & stressful situations To support service users and their families as relevant to this role. Undertake other duties appropriate to the level of the post and service requirements. This role interfaces with all CAMHS teams, and the post holder may be required to support across the service. Clinical Responsibility The post holder will be expected to give non-clinical advice to service users, their relatives or carers either by telephone or face to face, which may arise when dealing with first line complaints. The post holder will be expected to diffuse situations arising between service users and members of the admin team. Leadership and Staff Management Responsibility The post holder at the outset line manager the admin staff which will include supervision, appraisals and mandatory training. Responsibility for equality of systems throughout the quadrant To undertake local inductions for admin staff To assist with recruitment of administrative staff, to provide advice and support to interview panels, advising on appropriate assessment processes. To ensure there are systems and processes in place for the handover and maintenance of confidential personnel files for administrative staff Financial Responsibility To manage a delegated budget. Authorise purchases. Ensure that equipment orders are compliant with Health and Safety, COSH and Fire Regulations. Advise on equipment required for administrative staff to undertake their work Service Development and Improvement The post holder will be expected to follow the Trusts policies, and may at times help in the rewriting of such policies that have a direct impact on administrative staff. The post holder will ensure that local policies are in place to deal with the induction of new staff to the unit and that bank and agency staff are aware of relevant policies and are adequately supervised. The post holder will constantly revaluate and review Administration posts in accordance with service needs. Communications To manage constructively any barriers to communication. To communicate with the admin team and service line managers on work-related/personal issues, including performance management and disciplinary matters ensuring that the integration to operational management line management arrangements is well understood and communicated.
