Urgent Mental Health Helpline Administrator

Job overview

Exciting opportunity for Band 3 Administrator to join the Kent & Medway Urgent Mental Health Helpline- NHS 111 Opt 2 service. The service provides access to urgent and emergency mental health services for people who are experiencing urgent mental health crisis.

The administrator role is a vital role in supporting the Urgent Mental Health Helpline with the day-to-day running of the Service including organisation of work for self and other team members.

The focus of the role is on customer service, organisation e.g. diary management and organising meetings & events, maintenance of effective and efficient working systems and supporting business and performance management.

Please note - the Urgent Mental Health Helpline are currently in Consultation regarding the team base location. There is a proposal for the team to undertake a two step move to West Kent with an interim move to a location in East Kent

Main duties of the job

• It is important that the successful applicants exhibits empathy and compassion, has a professional and flexible attitude, likes being part of a team, has initiative, good communication and interpersonal skills, is able to prioritise workloads and can work to agreed timescales.
• You will be self-sufficient and required to manage own workload and mainly work without supervision on a daily basis but this is readily available
• Post-holders will be able to adopt a systematic and proactive approach e.g. ensuring previous documentation is available for follow up review
• Manage time effectively ensuring systems and processes are efficient and do not duplicate each other or overlap with other team members tasks
• You will work autonomously but will receive regular supervision and appraisals by their line manager
• Meet and greet either by phone or face to face – welcoming visitors in courteous/prompt manner and check contact details are up to date.
• Liaises with internal and external stakeholders on behalf of line manager, colleague or team member
• Ensure KMMH standards are adhered to in terms of all communications and timescales when answering the phone, the message to the caller and promptly redirecting where appropriate.
• Scrutinise and process email inboxes, determines urgency and importance and takes appropriate action

Detailed job description and main responsibilities

• May devise and distribute Trust leaflets and information e.g. on Mental Health Act to colleagues which highlight services available.
• Development of documents e.g. letters and spread sheets, slides, reports - to KMMH branding/standards.
• Perform basic patient administration e.g. on RiO amending non-clinical information - entry and deletion of non-clinical information such as referrals, appointments, waiting list entries, episode information, case load.
• May draft simple feedback questionnaires for clinician or manager approval, distribute and collate results on spread sheet
• Managing team daily setup according to requirements and staffing levels
• Preparation of standard and non-standard reports on activity, basic statistics
• Ability to cross check data from different systems to meet information needs and to highlight discrepancies
• Developing spread sheets for recording of local information where appropriate after checking whether existing report formats are available
• Ordering of stationery and supplies and managing stationery stores
• Compiling staff rotas though responsibility for cover arrangements will lie with manager/clinician
• Really efficient diary management, understands constraints and when to say no to diary entries having first established parameters with manager
• Arrange and co-ordinate appointments and meetings of all size

Please refer to the attached job description for the full details on the responsibilities and person specification

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.