Just One Number Operational Lead

Job overview

Are you looking for an exciting opportunity to operationally lead a Single Point of Access?

Are you passionate about children, young people and families getting the right response first time?

Can you see the vision of children health services working under one roof, to provide a holistic approach to children and young people’s needs?

Then this could be the perfect role for you!

An exciting 1 year secondment opportunity has arisen at Just One Number as Operational Lead.

*Please note that this vacancy is only open to employees of Cambridgeshire Community Services NHS Trust and Norfolk Community Health and Care NHS Trust only*

Main duties of the job

The successful applicant will work as part of the Just One Number leadership team in leading the operational delivery of the service. They will work alongside the clinical leads to ensure effective and safe delivery.

Operational Leadership is pivotal in driving forward efficiency, productivity and managing processes and resources in teams.

The Just One Number Operational lead will be accountable for the delivery and performance reporting in Just One Number, including oversight of waiting lists and interpreting data to ensure service delivery is effective and efficient.

Detailed job description and main responsibilities

Main Duties and Responsibilities

1.    Operational leadership of the Just One Number- Single point of access team, demonstrating key leadership skills as identified in the NHS Leadership Framework.  2.    In conjunction with the Service Lead take responsibility for leadership, development and driving forwards innovation and digitalisation for Just One Number. Operationalising the vision and wider service integration for our single point of access 3.    To ensure clinical processes are in place and strong links are forged and maintained with clinical leads across the wider children’s system.  4.    Accountable for the delivery and performance reporting for Just One Number including the development, delivery and monitoring of remedial action plans where required e.g.  oversight of waiting lists and current wait times. To escalate as appropriate. 5.    To understand and interpret data to ensure service delivery is effective and efficient. To understand the challenges of data and how this can change and shape the service. 6.    To lead on clinical systems and telephony in Just One Number and ensure these are working effectively and efficiently to enhance service user experience.  7.    To work with the clinical leads to ensure pathways and processes are streamlined and efficient. To ensure that families and CYP get the advice, guidance and support they require timely and onward signposting and referrals are in place.  8.    Responsibility for governance, including patient and staff safety, in line with relevant Trust policies and procedures.   Communication

1.    Demonstrate the ability to reconcile conflicting interests and manage challenges that may arise. 2.    Influence decision regarding service delivery through leading meetings. 3.    The post-holder will use well developed change management, communication and resilience skills to effect change within the service, understanding the complexities of change whilst also being able to deliver change. 4.    Use sophisticated communication skills to impart difficult or unwelcome news to patients and staff for example, complaints, patient experience, disciplinary, performance and grievance matters. 5.    To develop and maintain effective working relationships with colleagues, within the service, division, and Trust. 6.    Develop and maintain positive working relationships with key stakeholders both internally and externally. 7.    Ensure clients and their carers/families are aware of the standards they would expect form the service. 8.    Communicate effectively with commissioners from NHS England and Local Authority. 9.    Report and present highly complex and contentious information, relevant to development of Just One Number in a variety of different formats, tailored to meet the needs and expectations of different audiences. Budgetary Responsibility

1.    Responsible for delegated budget authority and expenditure as requested  2.    Support the development of business cases and service level agreements for service developments ensuring that the implications of service change or developments have been accurately assessed. 3.    Participate in setting yearly income targets and expenditure budgets. 4.    Be an authorised signatory. Human Resources

1.    Responsible for day-to-day management of a group of staff within Just One Number including: grievance, disciplinary, performance management, appraisal, appointing panel member at recruitment, reviewing work performance and progress, work allocation and checking. 2.    To provide clear direction and ensure that digital and universal operational teams know what is expected of them. 3.    Maintaining own professional development and requirement to take part in appraisal and KSF process. 4.    In conjunction with clinical colleagues and other stakeholders devise, develop and implement new ways of working, taking appropriate advice from corporate colleagues. This might include skill-mix reviews and other staffing strategies. 5.    Ensure that the recruitment, retention, motivation and development of staff is a key management priority. 6.    Support the workforce planning process within the service, liaising with the HR Directorate to ensure appropriate staffing levels to meet service requirements. 7.    Manage and record sickness absence in accordance with the Trust’s Sickness Absence Management policy and report accurately to inform Trust workforce information systems. 8.    Ensure human resource initiatives, such as improving working lives, diversity, and safe employment are implemented and embedded, as well as seeking to develop new ways of working to improve service delivery and patient care. 9.    Adhere to all human resource policies within the service. 10.    Implement effective communication strategies to promote staff involvement. 11.    Ensure that Just One Number team working and staff management is undertaken in line with Trust values. 12.    Provide all staff with appropriate support and training to undertake their jobs satisfactorily, including mandatory training. 13.    Meet the Trust target rate for mandatory training compliance in the Just One Number 14.    Ensure all staff within the service receives an appropriate annual appraisal, which will include the establishment of key objectives and personal development plans to enhance team and individual performance. 15.    Meet the Trust target rate for appraisal compliance in the Just One Number team. 16.    Develop morale and motivation through effective personal leadership, ensuring views and decisions are communicated across the management and service structure. 17.    Empower and facilitate a research and development culture that enables staff to take a critical and innovative approach to practice. 18.    Effectively schedule annual leave and study leave, ensuring the availability of cover at all times and that use of bank/agency cover is reduced to a minimum. 19.    Provide appropriate leadership to direct reports who line manage others to ensure they have sufficient skills and support to carry out their role effectively. 20.    Maintain personal files. Research & Development Activity

1.    Required to undertake non-clinical audit occasionally. Clinical and Practice Governance

1.    Observe and maintain strict confidentiality with regards to any patient/family/staff/records and information in line with the requirements of the Data Protection Act. 2.    Any data that is taken/shared as part of a phone call or transported, faxed or transferred electronically must be undertaken with regard to the Trust Information Governance and Information Security policies. 3.    The post holder must adhere to the Trust risk assessment and risk management processes 4.    The post holder must adhere to infection control policies and procedures 5.    Undertake mandatory training and any other training relevant to the role as required by Cambridgeshire Community Services NHS Trust. 6.    The post holder must participate in clinical and other audits as required 7.    Provide patients and their families /carers with information on standards they should expect from the team 8.    The post holder is required to participate in relevant emergency preparedness process for their team. Patient Involvement

1.    Working with Clinical Leads, capture Child and Family patient experience within the Just One Number 2.    Tailor services according to feedback, keeping the child and family at the centre of all work undertaken. 3.    Develop appropriate mechanisms/forums for working with patient groups and voluntary agencies to enhance service delivery. 4.    Carry out the Friends and Family Test and Trust wide Survey and act on feedback.

General

The post holder must at all times carry out his/her duties with regard to Cambridgeshire Community Services NHS Trust Equal Opportunities Policy. To be aware of the responsibilities of all employees to maintain a safe and healthy environment for patients, visitors and staff.

All post holders must adhere to the code of conduct on confidentiality and be aware of and adhere to all Trust policies and procedures. This job description is intended only as a guide to the range of duties involved. The post holder will need to be flexible and adaptable in order to respond to other duties that may be required from time to time and the changes and developments within the Trust.

This post is subject to the Rehabilitation of Offenders Act 1974 (Exemptions) Order 1975 and as such it will be necessary for a submission for disclosure to be made to the Criminal Records Bureau to check for any previous criminal convictions. Cambridgeshire Community Services NHS Trust is committed to the fair treatment of its staff, potential staff or users in line with its equal opportunities policy and policy statement on the recruitment of ex-offenders.

Sustainability It is the responsibility of all staff to minimise the Trust’s environmental impact wherever possible. This will include recycling, switching off lights, computers, monitors and equipment when not in use. Helping to reduce paper waste by minimising printing/copying and reducing water usage, reporting faults and heating/cooling concerns promptly and minimising travel. Where the role includes the ordering and use of supplies or equipment the post holder will consider the environmental impact of purchases.