Complaints Assistant-Team Administrator Band 3

Staffline are hiring on behalf of the WHSCT ...

PERSONNEL SPECIFICATION

JOB TITLE AND BAND: Complaints Assistant-Team Administrator Band 3

DEPARTMENT: Complaints Department

DIRECTORATE: Medical Directorate

LOCATION: Altnagelvin Area Hospital, Londonderry

Notes to applicants: 1. You must clearly demonstrate on your application form under each question, how you meet the required criteria as failure to do so may result in you not being shortlisted. You should clearly demonstrate this for both the essential and desirable criteria. 2. Shortlisting will be carried out on the basis of the essential criteria set out in Section 1 below, using the information provided by you on your application form. Please note the Trust reserves the right to use any desirable criteria outlined in Section 3 at shortlisting. You must clearly demonstrate on your application form how you meet the desirable criteria. 3. Proof of qualifications and/or professional registration will be required if an offer of employment is made - if you are unable to provide this, the offer may be withdrawn.

Qualifications/ Registration/ Experience

5 GCSEs (Grade A-C) to include English Language or equivalent qualifications or higher standard of education and a minimum of one year's administrative/clerical experience OR NVQ Level II Business & Administration or equivalent AND 1 year administrative / clerical experience OR 3 Year's administrative / clerical experience

Departmental Knowledge

Role of Administrator Departmental Knowledge Interview Team work

Time management Competences Computer Packages

Confidentiality Knowledge of Filing Systems Communication Minute Taking Interview Example of working on own initiative

Location: Reports to: Accountable to: Team Administrator - Band 3 Medical Directorate Altnagelvin Area Hospital

Complaints Manager Complaints Manager Flexible Working Provisions Available

JOB SUMMARY Full-time working, Fixed working patterns, Flexi-time, Homeworking The postholder will provide efficient and prompt administrative/secretarial support to complaints staff based at Trust Headquarters. He/she will make a valuable contribution to the effective and efficient management and administration of complaints, enquiries and compliments received into Trust Headquarters. The postholder will come into contact with service users, their representatives, front line staff and senior managers and therefore will be responsible for providing a high standard of customer care at all times.

MAIN RESPONSIBILITIES

The postholder will be required to work on his/her own initiative to:

1. Undertake clerical duties and provide admin support to complaints staff. This includes the preparation of letters, memos, reports and presentation material. Ensure necessary distribution to relevant staff.

2. Regular use of computer packages to include Microsoft Office, i.e. Word, Excel, Powerpoint and Outlook. Also use of the Datix Risk Management Database to complete data entry and provision of information.

3. Assist in the quality assuring of information to ensure Datix is accurate and up to date.

4. Maintain electronic/diary calendar to ensure effective time management in relation to the Complaints Manager.

5. Routine clerical duties to include, photocopying, use of fax machine and the processing of incoming and outgoing mail.

6. Maintain an efficient and up to date filing system for the Complaints Department to include the preparation of files for Complaints Officers. Also need to ensure that files are made available for meetings. V5 - Released

7. Make and receive telephone calls and process queries/messages when appropriate. In doing so need to be available to record details of complaints over the phone and ensure the accurate transcription of the detail provided by Complainants.

8. Organisation and participation in meetings when required.

9. Contribute to the development and maintenance of administrative procedures.

10. Adhere to operational procedures within the Complaints Department to ensure information and correspondence is actioned in accordance with timeframes on behalf of the Complaints Manager and Complaints Officers.

11. Responsible for the maintenance and updating of internal audits on complaint files.

12. Assist in the arranging and communication of training courses on behalf of staff within the Complaints Department. 13. Regular liaison with a wide range of internal staff and outside Departments/Agencies ie. MLA offices, Northern Ireland Ombudsman, Department of Health, Patient Client Council.

14. Regular contact with staff to discuss local resolution of complaints/enquiries from the public, Solicitors offices etc. 15. Responsible for the supervision of Clerical Officer to include the recording of training details provided by the Complaints Department and issuing of certificates. Also issues to include holiday/flexi authorisation and prioritisation of workload.

16. Ensure that all compliments are recorded appropriately and facilitate the production of monthly returns to wards/departments.

17. Maintain adequate supplies of stationery items for the Complaints Department.

18. Maintain confidentiality within and outside the workplace at all times.

19. Undertake any other duties appropriate to the grade which may be assigned from time to time. General Management Responsibilities The post holder will promote and support effective team working, fostering a culture of openness and transparency. The post holder will ensure that they take all concerns raised with them seriously and act in accordance with 'Your right to raise a concern (Whistleblowing)' policy and their professional code of conduct, where applicable.

General Requirements The post holder will be required to:

 Ensure the Trust's policy on equality of opportunity is promoted through his/her own actions and those of any staff for whom he/she has responsibility.

 Co-operate fully with the implementation of the Trust's Health and Safety arrangements, reporting any accidents/incidents/equipment defects to his/her V5 - Released manager, and maintaining a clean, uncluttered and safe environment for patients/clients, members of the public and staff.

 Adhere at all times to all Trust policies/codes of conduct, including for example: * Smoke Free policy * IT Security Policy and Code of Conduct * standards of attendance, appearance and behaviour

 Contribute to ensuring the highest standards of environmental cleanliness within your designated area of work.

 Co-operate fully with regard to Trust policies and procedures relating to infection prevention and control.

 All employees of the WHSCT are legally responsible for all records held, created or used as part of their business within the WHSCT including patients/clients, corporate and administrative records whether paper-based or electronic and also including emails. All such records are public records and are accessible to the general public, with limited exceptions, under the Freedom of Information act 2000 the Environmental Information Regulations 2004, the General Data Protection Regulations (GDPR) and the Data Protection Act 2018. Employees are required to be conversant with the WHSCT policy and procedures on records management and to seek advice if in doubt.

 Take responsibility for his/her own ongoing learning and development, in order to maximise his/her potential and continue to meet the demands of the post.

 Represent the Trust's commitment to providing the highest possible standard of service to patients/clients and members of the public, by treating all those with whom he/she comes into contact in the course of work, in a pleasant, courteous and respectful manner.

 The HSC Code of conduct sets out the standards of conduct expected of all staff in the Western Health & Social Care Trust and presents standards of conduct and behaviours required during and after employment with the Trust. Professional staff are expected to follow the code of conduct for their own professions as well as this code.

 Staff members are expected to involve patients, clients, carers and the wider community were relevant, in developing, planning and delivering our services in a meaningful and effective way, as part of the Trust's ongoing commitment to Personal and Public Involvement (PPI). Please use the link below to access the PPI standards leaflet for  Employees must at all times abide by Trust policies and procedures and the terms of their contract of employment. They must conduct themselves with impartiality, integrity, objectivity and honesty and maintain high standards of personal and professional accountability.

 Employees are expected to demonstrate commitment to the Trust by ensuring regular attendance at work and efficient completion of duties.

 Employees must ensure that they comply with any risk management responsibilities specific to their post, and as set out in the Trust's Risk Management Strategy.

 The Trust is committed to the development and implementation of systems under Integrated Governance to ensure continuous improvement in the quality of services provided. Employees will be expected to co-operate and work with such systems.

 All information concerning patients and staff must be held in the strictest confidence and may not be divulged to any unauthorised person.

 Employees must ensure that equality and human rights issues are addressed within the post holder's area of responsibility in accordance with the Trust's Equality Scheme.

This Job Description will be subject to review in the light of changing circumstances and is not intended to be rigid and inflexible but should be regarded as providing guidelines within which the individual works. Other duties of a similar nature and appropriate to the grade may be assigned from time to time. It is a standard condition that all Trust staff may be required to serve at any location within the Trust's area, as needs of the service demand. V5

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