Single Point of Access, Frailty Shift Lead

An exciting opportunity has arisen for an enthusiastic and motivated individual to join our Single Point of Access (SPA) team as a Frailty Shift Lead.

The SPA Shift Lead will be responsible for supervision of the Call Handlers on shift and for the general duties associated with maintaining an efficient and effective call centre including the collection, monitoring and reporting of performance data. The post holder will work closely with the Community Resource Teams (CRTs) and integrated teams whose programmes are supported by the SPA.

In addition to supervisory duties, the successful post holder will provide a front-line service by processing telephone and electronic referrals in a confident manner from medical professionals referring into the Gwent Frailty Service. The post holder will manage calls from members of the public requiring the services of the District Nursing teams across the five localities.

To act as the first point of contact into the Frailty Service, forming part of the customer interface for the five Local Authorities and the Health Board. The post holder will need excellent oral and written communication skills to ensure referrals received via telephone or electronically are processed accurately.

They will need to overcome language barriers and have the ability to deal professionally and efficiently with medical professionals who are working within very tight time constraints. They will need to employ questioning and listening skills and be tactful, empathic and sensitive when dealing with elderly and vulnerable members of the public requiring the services of the District Nursing team.

To be responsible for the supervision and support of the call handling staff.

Post holders working pattern will include weekends and Bank Holidays on a rota basis between the hrs of 08.00- 20.00 .

The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.

Aneurin Bevan University Health Board is a multi-award winning NHS organisation with a passion for caring. The Health Board provides an exceptional workplace where you can feel trusted and valued. Whatever your speciality or stage in your career, we have opportunities for everyone to start, grow and build your career. The health board provides integrated acute, primary and community care serving a population of 650,000 and employing over 16,000 staff.

We offer a fantastic benefits package and extensive training and development opportunities with paid mandatory training, excellent in-house programmes, opportunities to complete recognised qualifications and professional career pathways including a range of management development programmes. We offer flexible working and promote a healthy work life balance, provide occupational health support and an ambitious plan for a Wellbeing Centre of Excellence to support you at work.

Our Clinical Futures strategy continues to enhance and promote care closer to home as well as high quality hospital care when needed. This includes the Grange University Hospital which provides specialist and critical care and is the newest addition to the clinical futures strategy opening in November 2020. Join us on our journey to pioneer new ways of working and deliver a world-class healthcare service fit for the future.