To provide a reception and switchboard service to all visitors, staff and callers, maintaining an efficient, professional and friendly service
To develop a knowledge of the range of Child and Adolescent Service (CAMHS) in order to locate colleagues and direct calls with minimum delay.
To support the manager and the administrative team with general administrative functions as required.
To project the professional image of the business through demonstrating excellent customer care in all activities.
Meet young people, relatives, and visitors in a friendly and professional manner, assisting them with enquiries and directing or escorting them to their destination as required
To deal competently and discreetly with queries either face to face or via the telephone using appropriate protocols
Accurate message-taking and timely distribution.
To deal with all incoming and outgoing correspondence (paper and electronic), date stamping and ensuring incoming post is distributed
To be competent in the use of the photocopier and other office equipment
Maintaining adequate supplies of forms and paperwork used within the Unit.
To process new files and maintain clients notes and records as appropriate using current Patient Administrative Systems
Maintain building/staff information in support of the Site Responsible Officer.
To manage electronic room booking system for the Unit.
To keep the reception / waiting areas tidy and ensure notice boards are up to date i.e. by removing out of date information and any damaged or soiled items
To provide cover for other administrative staff in their absence or as required by the administration manager
To ensure that statutory/mandatory training compliance is maintained
To undertake any other duties as and when required
Acts in ways that support the Trust’s values and ethos, being aware of equality and diversity. Treat everyone with whom you come into contact with dignity and respect
To work constructively and flexibly with colleagues.
We have a skilled and dedicated workforce of over 5000 colleagues working in a diverse range of services over 55 sites and within people’s homes. We strive to enable a welcoming workplace culture that builds and celebrates civility, inclusivity and diversity, while providing a sense of belonging and trust.
Annual staff surveys, regular Pulse surveys and other engagement opportunities provide our people with lots of opportunity to tell us about their experiences of working with us. In the latest staff survey, 61% of colleagues gave us their views. It was great to hear that:
72% of colleagues would recommend the Trust as a place to work, ranking us 1st for Provider Trusts in the South West region on this question.
76% would recommend the standard of care provided in our services if a friend or relative needed treatment, also ranking us 1st in the South West region.
81% said that care of patients and service users is the Trust’s priority, compared with an average in comparable NHS Trusts in England of 64%.
This high-level overview shows we are in a healthy position, with higher scores than average for comparable organisations, alongside a great response rate, indicating good staff engagement. However, we also know we have plenty of room for improvement in many areas. To that end, we continue to prioritise and invest in our commitment to genuinely becoming a Great Place to Work with consistent top-quartile performance in the annual staff survey and Pulse surveys.
JOB PURPOSE
- To provide a reception and switchboard service to all visitors, staff and callers, maintaining an efficient, professional and friendly service.
- To develop a knowledge of the range of Child and Adolescent Service (CAMHS) in order to locate colleagues and direct calls with minimum delay.
- To support the manager and the administrative team with general administrative functions as required.
- To project the professional image of the business through demonstrating excellent customer care in all activities.
DIMENSIONS
- First point of contact for CAMHS for young people, carers, staff and people external to the Trust, either face-to-face or by telephone or email.
- To work flexibly to support the administrative work of service when required.
CORE KEY RESPONSIBILITIES
- Meet young people, relatives, and visitors in a friendly and professional manner, assisting them with enquiries and directing or escorting them to their destination as required
- To deal competently and discreetly with queries either face to face or via the telephone using appropriate protocols
- Accurate message-taking and timely distribution.
- To deal with all incoming and outgoing correspondence (paper and electronic), date stamping and ensuring incoming post is distributed
- To be competent in the use of the photocopier and other office equipment
- Maintaining adequate supplies of forms and paperwork used within the Unit.
- To process new files and maintain clients notes and records as appropriate using current Patient Administrative Systems
- Maintain building/staff information in support of the Site Responsible Officer.
- To manage electronic room booking system for the Unit.
- To keep the reception / waiting areas tidy and ensure notice boards are up to date i.e. by removing out of date information and any damaged or soiled items
- To provide cover for other administrative staff in their absence or as required by the administration manager
- To ensure that statutory/mandatory training compliance is maintained
- To undertake any other duties as and when required
- Acts in ways that support the Trust’s values and ethos, being aware of equality and diversity. Treat everyone with whom you come into contact with dignity and respect
- To work constructively and flexibly with colleagues.
SPECIFIC KEY RESPONSIBILITIES
- To immediately inform the Administrative Manager/Deputy/Lead Administrator of any issues affecting service delivery.
Order stationery and other routine items using a web-based system.
COMMUNICATIONS AND WORKING RELATIONSHIPS
- Communicating and working with those concerned with the care of the service-user whilst maintaining confidentiality within the relevant guidance and legislation. This includes:
o the Service User who may have difficulty / inability to communicate due to sensory impairment and / or their mental health state and / or where English is not the first language.
o Multi-Disciplinary Team, Carers, GPs, Social Services, Housing Agencies, Benefit Agencies, Advocacy Service and Voluntary Sector
o With potentially complex, sensitive or confidential enquiries from patients, staff and the public.
o With internal Trust Staff and colleagues
