Single Point of Access Supervisor

An exciting opportunity has arisen to join the Single Point of Access (SPOA) within Community Services Bury.

Following development of a new model to support our clinical teams across the Division, we are looking for self-motivated individual with demonstrable leadership and supervisory skills to undertake the role of Single Point of Access (SPOA) Supervisor.

The successful applicant will provide day-to-day supervision of the agreed team, providing an efficient and high-quality referral management and reception service to support the Directorate. The post holder will be required to ensure cover throughout the operating hours of the service to meet the requirements of Community Services Bury and to support achieving its key success targets.

The post holder will play a vital role in supporting the Operational Support Manager and will be required to contribute to service development.

The new model will provide the opportunity for staff to rotate across different areas of the SPOA based in central Bury or on a community reception, allowing personal growth and development.

Single Point of Access operates on a 7 day basis, 365 days per year with the service being available from 8am - 6pm (Monday to Friday) and 8.30am to 5.00pm weekends and banks holidays.

Monday to Friday working patterns are: 8am - 4pm, 9am to 5pm and 10am - 6pm on a rota basis.

Main duties of the job

To undertake the day-to-day supervision of the agreed team, providing an efficient and high-quality referral management and reception service to support the Directorate. The post holder will be required to ensure cover throughout the operating hours of the Centre.

Working for our organisation

The Northern Care Alliance NHS Foundation Trust (NCA) provides hospital and integrated health and social care services to over one million people living across Greater Manchester. Our 20,000 colleagues care for people in hospital and in the community, working across Bury, Rochdale, Oldham and Salford, to save and improve lives.

As a large NHS trust we are committed to enhancing the health of our local population by delivering consistently high standards of care and working closely with local authorities and key partners. We believe in our power and potential to make a difference and we're always looking for people who demonstrate our three core values - care, appreciate and inspire - to join our team.

In return, we can offer you a job role with purpose and flexibility. The size and scale of the NCA means we can provide more challenge and opportunities so your career can always be moving in the right direction. By joining us you can also access a competitive benefits package, including, a fantastic annual leave allowance, flexible working opportunities and protected hours for health and wellbeing activities, helping you to achieve more personal downtime and a better work-life balance.

Detailed job description and main responsibilities

• Responsible for the supervision and training of staff within the department to ensure that day to day all services can be provided within your area of responsibility.


• Monitor the workload activity levels via the use of telephony technology and make recommendations for change when necessary. After agreement with appropriate line manager implement any agreed changes.


• Review clerical tasks and duties ensuring targets are reached and high levels of activity are evident in the workplace.


• Maintain service level standards and customer quality via telephone call monitoring.


• Ensure the Trust's Sickness and Absence Policy is adhered to and record any staff non-attendance in the workplace.


• Monitor staff annual leave in accordance with the Trust's departmental policy.


• Identify and develop staff training needs, using Personal Development Planning (PDP).


• Be able to use all appropriate office equipment and ensure stationery stock levels are maintained.


• Ensure adequate cover within the department at all times. Assess demands on the service against availability of staff.


• Develop and ensure staff rotas are kept up to date and there is adequate cover at all times to meet the required levels of service.


• Monitor the clerical performance within the department and take corrective action when necessary, inform the Manager of instances of non-compliance.


• Undertake to work flexibly which may include working additional hours to meet the demands of the service and to undertake to provide cross cover, working at other sites if required, for which reasonable notice will be given.


• Supervise and ensure efficient use of Salford IT systems and other associated systems.


• To undertake any other duties as required by the Single Point of Access Team to ensure the smooth running of the service.


• Demonstrate the ability to report all accidents/untoward incidents and ensuring all relevant documentation is completed.


• Record staff attendance and report weekly to the line manager and input onto ESR (Electronic Staff Record) on a monthly basis.


• Take responsibility for pursuing his/her own development in accordance with an agreed Personal Development Plan.


• Be responsible for staff attendances at all mandatory training/update sessions.


• Attend all mandatory training and update sessions including Manual Handling and Fire lectures.


• Participate in the orientation and induction of new staff.


• Keep up to date with current issues and development within the Single Point of Access Department.


• To ensure all necessary performance, capability and disciplinary issues are escalated to the Manager as necessary, ensuring that relevant documentation is completed., The Northern Care Alliance NHS Foundation Trust (NCA) serves a diverse population, and each Care Organisation works hard to ensure all services are accessible and fair.


We respect the value of difference. So, our aim is to employ a workforce representative of the communities we serve. Regardless of age, disability, gender, marital status, trans status, pregnancy and maternity, race, sexual orientation, religion or belief, all are welcome.

We also warmly welcome interest from serving and ex-personnel, and their relatives. Please identify that you are a member of the armed forces community on your application form to be entitled to a guaranteed interview (subject to essential criteria being met). As a Disability Confident Employer, guaranteed interviews are also available to disabled applicants when essential role requirements have been met.


• Ability to demonstrate knowledge, skills & and experience equivalent to diploma level


• NVQ 3 qualification or equivalent


• GCSE Grade A-C or equivalent


Desirable criteria

• ECDL Certificate or equivalent


• Training or coaching certificate


Skills

Essential criteria

• Positive attitude towards change and its implementation


• Numerate in order to locate and trace files


• Literate in order to transfer information onto a computer system and standard departmental documents


• Organisational skills


• Leadership skills


• Motivation skills (both self and team)


• Excellent interpersonal skills (verbal and written) and communication skills to liaise with all disciplines both on the telephone and in writing


• To demonstrate the ability to plan and work to short time scales in order to contribute to the provision of an efficient and timely service to the Trust


• Ability to analyse data and make appropriate recommendations


• Advanced keyboard skills, In depth knowledge of PAS (Patient Administration System)


• Knowledge of call centre processes


• Previous knowledge of hospital environment or similar


• Knowledge of training methods available


Desirable criteria

• Knowledge of Patient Access Targets


Experience

Essential criteria

• Experience of dealing with the general public


• Experience of supervising a large team


• Experience of working within a customer focused environment


• Experience of working as part of a team and in isolation


• Experience of training others


We understand the importance of balancing work and home life. We are committed to supporting flexible working for our people wherever possible and all our colleagues are given the opportunity to discuss potential for flexible working. Speak to us about how we might be able to accommodate a flexible working arrangement.

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.