Job Purpose: To deliver a comprehensive range of administrative services in an efficient and effective manner.

Transcription

1 Job Title: Based at: Service Assistant Swindon GWH Home From Hospital Service Reports to: Service Manager Job Purpose: To deliver a comprehensive range of administrative services in an efficient and effective manner. Key Responsibilities 1. To meet with and talk to patients on the ward, undertaking assessments with patient about what they want/need when they return home 2. To assign volunteers to patients for service delivery, supporting volunteers to undertake their role 3. To track patient progress and service performance against key targets and contractually required outcomes 4. To assist with manual / general office based administrative duties 5. To create, update and maintain management information systems and produce relevant reports for evaluation purposes 6. To carry out financial reconciliations and banking for the ward-trolley service. 7. To compile and implement a rota for the ward-trolley volunteers, ensuring appropriate cover for each round and liaising with trolley volunteer team. 8. To manage, organise and update database applications with relevant volunteer/client/service user/staff data. 9. To analyse and interpret financial statistics and other data using spreadsheets and database tools.

2 10. To communicate and provide information by relevant methods internally and externally to ensure all referrals/enquiries/complaints are dealt with effectively in accordance with organisation operating procedures. 11. To support the Service Manager with the recruitment, training and retention of volunteers. 12. To coordinate, arrange and participate in relevant meetings, events and team activities. 13. To operate within the context of Royal Voluntary Service policies and procedures. Knowledge, Skills and Experience Education Good level of education to GCSE or beyond Willingness to undertake training and development Experience Previous customer service experience Knowledge and experience of general administrative processes and maintaining databases Experience of working with volunteers and/or volunteer-led support groups Skills and Abilities Excellent IT skills Excellent communication skills Good customer service skills Good working knowledge of MS Office including word, Excel and Outlook / Desirable Desirable Desirable

3 Behavioural Competencies Competency Category Leading and Deciding Competency Deciding and initiating action Definition Takes responsibility for actions Takes initiative and works under own direction Supporting and Cooperating Working with People Shows empathy Listens, supports and cares for others Adapts to the team and fits in well Adhering to Principles and Values Upholds the ethics and values of the Royal Voluntary Service Demonstrates personal integrity Interacting and Presenting Analysing and Interpreting Relating and networking Easily establishes good relationships with customers and staff Relates well to people at all levels Writing and reporting Structures information to meet the needs and understanding of the intended audience Applying Expertise and Technology Uses technology to achieve work objectives Creating and Conceptualising Creating and Innovating Produces new ideas, approaches, or insights Produces a range of solutions to problems Organising and Executing Planning and Organising Plans activities well in advance and takes account of possible

4 changing circumstances Manages time effectively Monitors performance against deadlines and milestones Delivering Results and Meeting Customer Expectations Focuses on customer needs and satisfaction Monitors and maintains quality and productivity Works in a systematic, methodical and orderly way Consistently achieves project goals Following instructions and procedures Follows procedures and policies Keeps to schedules Arrives punctually for work and meetings Demonstrates commitment to the organisation Complies with legal obligations and safety requirements of the role. Adapting and Coping Adapting and Responding to Change Accepts new ideas and change initiatives Enterprising and Performing Coping with Pressures and Setbacks Achieving personal work goals and objectives Maintains a positive outlook at work Works productively in a pressurised environment Identifies own development needs and makes use of developmental or training opportunities

5 Entrepreneurial and commercial thinking Demonstrates financial awareness Controls costs and thinks in terms of profit, loss and added value This information will be used as part of the shortlisting process.